Escalona
Senior BPO Customer Service Specialist
Open to offersNew to PlatformAbout
Shiela E. is an experienced Customer Experience Specialist based in Bacolod City with over 10 years in the BPO industry, supporting U.S. telecommunications and service-based clients. Her recent role as Outreach Coordinator at Visaya KPO involved coordinating medical records retrieval for healthcare clients, facilitating accurate documentation, and ensuring timely updates through frequent provider engagement. At Transcom Worldwide Philippines, she delivered CRM documentation, billing issue resolution, and customer retention support for Comcast, managing high daily call volumes and consistently meeting service quality targets. Shiela also supported telecommunications customers at Teleperformance and international clients at Havenlink Solutions, handling account services via inbound calls and email. Skilled in customer complaint resolution, multitasking, and remote productivity, she is adept at enhancing customer experiences through efficient process management.
Experience
Outreach Coordinator – Medical Records Retrieval
Visaya KPO · 2024 — 2024Coordinated the retrieval of medical records for healthcare clients by contacting provider offices through phone and email, confirming documentation requirements, and updating tracking systems with status updates. Managed multiple cases at once, maintained frequent provider communication for timely record receipt, and worked independently to meet deadlines while collaborating with internal teams to address delays and enhance retrieval processes.Billing & Retention Representative
Transcom Worldwide Philippines – Comcast Account · 2016 — 2023Delivered customer support for Comcast customers through inbound calls, addressing billing concerns, service inquiries, and complaints. Used CRM systems to document customer interactions and service updates, guided customers on services and policies, resolved billing disputes and service issues, and provided service recommendations to retain customers while maintaining strong communication.Customer Service Representative
Teleperformance Philippines – Sprint Account · 2011 — 2016Provided assistance to telecommunications customers by handling inbound calls related to billing inquiries, account issues, and service troubleshooting. Explained policies and services clearly, processed payments and account updates, maintained detailed CRM documentation, and managed high call volumes through multitasking.International Sales Representative
Havenlink Solutions Inc. · 2008 — 2011Supported international clients via phone and email by addressing product inquiries, handling account updates, and processing credit applications. Maintained accurate records and ensured professional service for a diverse global customer base.
Skills & Expertise
Education
- Bachelor of Science in PsychologyUniversity of Negros Occidental – Recoletos
- High School DiplomaNegros Occidental High School
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