SHERLY SERRANO
CONTACT--
I want to rise to the challenge in a stimulating and challenging environment that can
offer me opportunities for advancement and a gratifying career where I can apply
my skills and knowledge for organizational and personal growth.
Davao City, Philippines, 8000
SKILLS
WORK EXPERIENCE
• Performance Management &
Team Handling Skills
• Emotional Intelligence
• Soft skills Management and Coaching
• Communication skills &
Email Management
• Problem solving & Decision-Making
Skills
• Time Management Skills
• Accuracy verification and Error
Detection
• Excellent Customer Service Skills
• Boundary Setting Skills
• Data Entry
Team Manager
EDUCATION
Bachelor of Science in Psychology
Alorica, Philippines
Sep 2020 – May 2023
Face-to-face and Remote Team Management
Coaching, overseeing, and training team members
Performance and Goal setting
Managing Team absenteeism and attrition
Conducting Interviews during the hiring process
Inspire and motivate employees to grow
Training Auditor
Alorica, Philippines
May 2018- Sep 2020
Attrition and Throughput validation and verification
Data gathering and reporting
Training material and devices inventory
Sending emails to the Management and Clients
Auditing the accuracy of trainees' log-in and log-out hours
Billable hours submission
Ateneo de Zamboanga University
Quality Assurance Analyst
Zamboanga City, Philippines
Alorica, Philippines
Sep 2017 - May 2018
Auditing inbound and Outbound calls
Ensuring quality of calls that caters to client needs and standards
Details and data verification, and validation
Providing call quality updates that operations need to cascade to their group
Providing feedback through coaching and emails
Facilitating Calibration sessions
Account Subject Matter Expert
Alorica, Philippines
Sep 2017 - May 2018
Providing direct assistance to Customer Service Representative
Taking escalated calls
Function as a Supervisor when needed
Function as Report Analyst
Customer Service Representative
Alorica, Philippines
Feb 2015- May 2017
Call handling (Inbound and Outbound)
Experienced in handling Hotel Reservation and Travel Account, Healthcare
Account, and Telco Account
Managed efficiency by resolving issues at average holding time
Provide excellent Customer Service and Adherence to schedules and meetings
