Sherryll Goodman

EDUCATION XAVIER UNIVERSITY, ATENEO DE CAGAYAN B.S. IN PSYCHOLOGY, 2005 EMPLOYMENT HISTORY TEAM LEADER SATELLITE OFFICE PTY LTD SEPTEMBER 2017 TO PRESENT SHERRYLL ANN GOODMAN BAGARES EXCEPTIONAL TEAM LEADER, SALES/LEAD MANAGEMENT, QA, HR & RECRUITMENT PROFESSIONAL SUMMARY I am adept in various aspects of sales, marketing, quality assurance, customer service, and team management. I have 15 years of experience in the BPO industry under my belt, working in various roles including administrative, human resources, recruitment, lead generation, sales, team supervision and management. All of which demanded accuracy, adaptability, quick thinking, ability to multi-task, and consistent output when meeting metricdriven goals. I am looking to work with clients whom I could help grow by utilizing my skills and experience, in a role/s that will allow me to grow along with the organization. CONTACT DETAILS Cell: (- Email:-Location: Makati City, Philippines - Built and manages Customer Service Teams within a compliant process framework - Built effective client relationship management processes - Provides hands-on leadership, focused on team performance to ensure customer service quality and professional standards are met, along with other KPIs - Conducted interviews, new hire on-boarding and trainings - Handled escalations and facilitated creative problem-solving with complex client issues - Created and reviews process documents - Assists with payroll processing QUALITY SPECIALIST SATELLITE OFFICE PTY LTD MAY TO AUGUST 2017 - Handled escalations and client email/call complaints - Conducted side by side and in-classroom training, call audits, and motivational coaching for tenured and new team members - Conducted interviews, new hire on-boarding and orientation SR. CUSTOMER SERVICE CONSULTANT SATELLITE OFFICE PTY LTD NOVEMBER 2014 TO MAY 2017 - Handled inbound inquiries on customer's billing concerns - Answered customer's email inquiries - Performed customer account updates as necessary SR. SALES ASSOCIATE SENOKO ENERGY SUPPLY PTE LTD (SINGAPORE) JULY 2013 TO JANUARY 2014 - Assisted business partners in strategic planning for sales and marketing - Created business proposals and presentations, presented the same to prospective clients - Handled client sales meetings, client inquiries, in person and over emails/calls - Contributed heavily on closing business deals during my tenure - Coordinated with other departments for daily oil prices - Generated weekly performance and sales reports SR. CUSTOMER SERVICE EXECUTIVE A ROBOCLEAN PTE LTD (SINGAPORE) NOVEMBER 2012 TO JULY 2013 - Facilitated appointment scheduling and confirmation CORE QUALIFICATIONS Analytical Skills Business Administration Call Quality Assurance and Review Computer Literate (Office 365, Google Apps / GSuite) Document and File Management Excellent Verbal and Written Communication Skills Executive Virtual Assistant Event Planning and Coordination (meetings, conferences, team building) Leadership Training and Development Managerial and Administrative Skills Mentoring and Performance Motivational Coaching New Hire On-boarding and Training Project Planning, Organization, and Implementation Quality Monitoring of live & recorded calls Recruitment and HR Management Research: Market, Industry, Technical Sales, Marketing, and Advertising Skills Support Management: Phone, Chat, Email, Tickets, Sales Team Leadership: On-site and Remote Team Management TRAININGS / SEMINARS OJT, Guidance and Counseling (XU Ateneo de Cagayan University) OJT, Testing and Admission – Pre School (XU – Ateneo de Cagayan University) OJT Social Work (Rotary Club) Voice of the Customer - Mindset of the Customer Embracing Change in the Environment Personality Development Organization and Development Planning, Organizing & Implementing Group Organization Career Development Seminar First Philippine Creative Nonfiction Writing Workshop Cross Cultural Communication REFERENCES Available upon request. - Handled inbound and outbound calls - Converted leads to customers, helped build customer interest with product and service information - Identified and qualified new sales leads - Followed up on appointments, and prospects - Updated existing database with changes/status of leads and current customers; documented inquiries within contact management systems SR. VERIFICATION OFFICER (CITIBANK, AU) TATA CONSULTANCY SERVICES MAY 2011 TO AUGUST 2012 - Facilitated the verification of credit card applications - Handled inbound and outbound Customer Service calls - Coordinated with employers to verify applicants' employment status - Handled sales and card protect up-sales - Handled escalations and client email/call complaints - Updated existing database with changes/status of leads and current customers; documented inquiries within contact management systems - Constantly met and exceeded performance standards and KPI goals QA ANALYST (SALES, BILLING, & CREDIT) TELUS INTERNATIONAL PHILIPPINES, TXU ENERGY DECEMBER 2008 TO MAY 2011 - Monitored client calls to ensure Customer Service teams are in compliance with SOPs, policies and procedures, product updates, and quality guidelines - Gave feedback and coaching to ensure team members are efficient and effective in hitting KPIs set and consistently provide excellent customer service - Handled escalations, supervisor requests, and client email/call complaints - Worked with upper Management teams in planning and implementing strategies aimed at meeting KPIs, accurate reporting and review of stats, as well as documentation and implementation of ad hoc projects VARIOUS ROLES: Market and Web Researcher (2014); Customer Interaction Associate - Sales, Billing and Credit (2005 – 2008); Administrative and Special Project Officer (2004 – 2005); Coffee Shop Barista (2003 – 2005); Human Resource Assistant (2004); Radio personality, DJ Aspirant (2003); Sales Admin Representative (2002); Sales Rep/Customer service (1999 – 2000) COMPANIES IN VARIOUS ROLES: Systemcore Business Solutions; TELUS International PH - TXU Energy; Liceo de Cagayan University (Rodelsa Hall Theatre); Café Skizzo, Cagayan de Oro City; Graphic All in Store; DXBL, Mellow Touch Lapasan CDO; Graphic, Party Phone Division; ACA Video