Sheila M.
Mid-Level Risk Data Analyst
Actively lookingNew to PlatformAbout
Sheila M. A. is a seasoned Customer Service Representative and Risk Data Analyst based in Bacolod City. With extensive experience at Ubiquity Global Services, she adeptly secured sensitive customer and transaction data, implementing validation controls to manage over 200 daily cases, reducing documentation errors by 30%, and enhancing first-contact resolution rates. Sheila employs structured diagnostics and root-cause analysis to manage 40-60 network incidents weekly, ensuring a 24-hour SLA compliance in 95% of cases. As a proactive analyst, she verifies over 150 transactions weekly using standardized checklists, optimizing compliance and boosting upsell opportunities by 12%. In her role at Teleperformance, she skillfully addressed more than 120 high-risk disputes monthly, improving case accuracy by 22%. Her expertise spans multiple industries, including healthcare and finance, where she consistently reduces resolution times and maintains 99% data accuracy. Sheila leverages Microsoft Excel and Google Workspace to enhance productivity and quality of service. She is dedicated to maintaining high standards of accuracy and compliance in all customer and data interactions.
Why hire me
I’m a reliable, proactive, and detail-oriented Virtual Assistant who is committed to helping businesses stay organized, productive, and customer-focused. I bring strong communication skills, a positive attitude, and a willingness to learn new tools and processes quickly. While I’m growing my VA experience, I’m highly coachable, dependable, and committed to delivering quality work, meeting deadlines, and becoming a trusted long-term support for my employer.
Experience
Customer Service Representative
TELEPERFORMANCE · 2025 — 2026Implemented validation controls across 200+ daily cases to secure sensitive customer records and network provider transaction data, thereby decreasing documentation errors and enhancing first-contact resolution. Conducted structured diagnostics and root-cause analysis on 40–60 incidents weekly to investigate network service issues, restoring service within SLA. Verified customer identity and transaction details for over 150 transactions weekly, ensuring compliance and contributing to increased validated upsell opportunities.Customer Service Representative / Risk Data Analyst
UBIQUITY GLOBAL SERVICES · 2020 — 2024Investigated over 120 high-risk chargeback cases monthly through transaction detail validation and evidence assessment, leading to improved case accuracy. Enforced verification workflows to secure sensitive customer information and financial transaction data, while managing more than 300 sensitive records weekly without critical data incidents. Analyzed more than 40 dispute categories to resolve chargeback risk drivers and provide actionable insights to stakeholders. Handled complex escalations across various portfolios, ensuring timely resolution and enhanced first-contact resolution rates. Coordinated case reviews for compliance-sensitive requests, maintaining high adherence to SLA targets and data accuracy.
Skills & Expertise
Education
- Secondary EducationLUISA MEDEL NATIONAL HIGH SCHOOL BACOLOD CITY · 2009 — 2013
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