Sherly Serrano

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