Shiela Edma Linang

SHIELA EDMA LINANG Block 18 Lot 17 Phase 2A Mahogany Villas Brgy Looc Calamba Laguna 4027 -- WORK EXPERIENCES Capital One Philippines Support Services Corporation Northgate Cyberzone Filinvest City, Alabang Muntinlupa City Position: Coordinator/Floor Supervisor Date: January 2015 – Present ○ Provides chat assistance - as a product knowledge expert - for both chat and voice queues ○ Conducts data analysis and business presentations ○ Formulates programs and initiatives to achieve metric goals ○ Coaches associates with below average NPS performance Position:NPS Captain : NPS Coach Date: November 2017 - November 2018 ○ Coaches associates with below average NPS performance ○ Creates programs and initiatives to support operations Position: Senior Operations RepresentativeDate: September 2015 - July 2019 ● Handles Inbound and Outbound calls for Collections related concerns Expert Global Solutions Northgate Cyberzone Filinvest City, Alabang Muntinlupa City Customer Services Representative, December 2012-December 2014 ● Hotwire (sales account) EDUCATION Practical Nursing St.Augustine College of Nursing Parian Calamba Laguna Bachelor of Science in Education Major in English Lyceum of Alabang KM road Tunasan Muntinlupa Achievements/Awards • Consistent Dean's Lister • Top student in St. Augustine • Agent of the year (EGS) • Agent of the Year ( Capital One Phil) SEMINARS/ TRAININGS ATTENDED • Learning and Development Trainings • • • • Coaching Conversation Emotional Intelligence Communicating with Impact Speed of Trust • • • Making High Quality Decisions The 7 Habits of Highly Effective People Effective coaching CHARACTER REFERENCES Nialy Sarmon Administrative Assistant, Capital One Philippines Contact Number: - Cristina Corpuz Process Coordinator, Capital One Philippines Contact Number: - Ma. Vanessa Alvarez Sr. Operations Representative, Capital One Philippines Contact Number: -