Sheena R.
Mid-Level Virtual Assistant Specialist
Open to offersNew to PlatformAbout
Sheena R., a seasoned Virtual Assistant and Administrative Professional, has over three years of in-depth experience in supporting structured and fast-paced teams. Her expertise spans calendar management, document organization, and workflow coordination, showcased through her roles in a government agency as well as a high-volume BPO telco account. At Teleperformance Philippines, she excelled as an Operations Customer Expert, handling back-office support in travel and accommodation, while at IQor Philippines, she managed client accounts and ensured high customer satisfaction. During her tenure at the National Library of the Philippines, she supervised contractor documentation and supported various library events. Additionally, at Genpact, she ensured compliance and quality in processing workflow requests. Sheena is proficient in Google Workspace, Microsoft Excel, CRM systems, and various digital collaboration tools, known for her reliability and proactive approach.
Experience
Operations Customer Expert I
Teleperformance Philippines · 2026 — 2026Provided back-office support for travel and accommodation inquiries by responding promptly to emails from travelers and business partners. Engaged directly with hotels to address booking issues such as refunds, fee waivers, and guest name changes, ensuring a positive customer experience. Juggled multiple cases in a dynamic setting while ensuring accuracy and adherence to service standards.Customer Service Representative
IQor Philippines · 2021 — 2022Managed the creation and upkeep of client accounts, ensuring accurate recording of customer information and supporting high-volume transactions with minimal errors. Addressed customer complaints by identifying underlying issues and coordinating corrective actions, leading to increased satisfaction. Handled a large volume of incoming calls in a fast-paced telco environment, consistently achieving productivity and quality benchmarks.Auxiliary Service Worker
National Library of the Philippines · 2019 — 2021Oversaw and organized documentation for contractors, ensuring accurate and current filing of requirements. Assisted in the planning and execution of library events and meetings to facilitate smooth operations. Provided general administrative support aligned with departmental objectives.Process Associate
Genpact · 2018 — 2019Executed workflow requests across various channels, including Product and Applications, while ensuring adherence to Policy Compliance guidelines. Consistently applied policies with accuracy and empathy to achieve timely resolutions. Maintained professional communication with customers by clearly articulating solutions and championing customer service quality.
Skills & Expertise
Education
- Undergraduate Studies in CriminologyPamantasan ng Lungsod ng Muntinlupa · 2011 — 2014
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