Sheena Marie Garinto

Professional and friendly customer service representative and manager with 12 years experience in fast paced contact center / BPO setting servicing Fortune 500 companies through phone, email, and chat. Proven ability to listen attentively, solve problems effectively and efficiently with keen attention to details resulting to high customer satisfaction rating and loyalty. Seeking to contribute my skills, passion, and commitment to achieving key performance metrics as an individual and/or team player. 

Convergys Philippines Services (Concentrix)
Makati City, Philippines 

• OPERATIONS MANAGER (Jan 2014 - May 2016)
• SENIOR TEAM LEADER  (May 2012 - Dec 2013)
• TEAM LEADER (Apr 2011 - Apr 2012 )
• TRAINER (Jan 2011 - Mar 2011)
• SENIOR CUSTOMER SERVICE REPRESENTATIVE  (May 2004 - Dec 2010)
   

1. Engaged and connected with customers over phone (inbound and outbound), email, and chat
   to answer questions, resolve technical issues, drive sales, and address complaints to meet
   retention rate, customer satisfaction, and sales targets. 
2. Managed and coordinated service request tickets and escalate urgent issues to appropriate
   team members as needed
3. Ability to muti-task and navigate Customer Relationship Management software while
   troubleshooting and building rapport to deliver exceptional service to customers
4. Detail oriented data entry, management, order taking, and case documentation compliant to
   high quality standards
5. Assist with order processing, enrollments, refunds and setting up new customers; issue RMAs
   if needed.
6. Learned and maintained in-depth understanding of product and service information to offer
   knowledgeable and accurate responses to diverse customer questions

• Niagara College of Toronto
  Diploma - Business
  May 2023 (Ongoing)
• Philippine Christian University
  Bachelor of Science in Mass Communication
  2002-2004 (Undergraduate)