Sheo R.
Senior BPO Customer Experience Specialist
Open to offersNew to PlatformAbout
Sheo R. is a seasoned professional in the BPO sector, distinguished by nearly 15 years of expertise in customer service and training. As a Customer Experience Agent at Alorica Teleservices Inc., he has excelled in retention efforts by handling inbound calls with high-volume pressure, employing strategic Customer Journey Mapping and feedback analysis. His accomplishments include maintaining superior Customer Satisfaction and First Call Resolution scores despite intricate billing and network challenges. Previously, as a Training Specialist at Iconnect Convergence Inc., Sheo implemented training programs and developed varied instructional materials that catered to distinct learning preferences. His initiatives in mentorship programs have fostered knowledge sharing and collaboration across teams. Furthermore, Sheo has effectively managed projects, ensuring alignment between technical and business goals. His robust experience is supported by a Bachelor of Science in Hotel and Restaurant Management, enriched by certifications in customer experience and virtual training.
Experience
Customer Experience Agent / Loyalty and Retention Department
Alorica Teleservices Inc. · 2025 — PresentManaged a high volume of inbound calls from subscribers wishing to disconnect or port out, successfully retaining accounts through personalized plan modifications and active listening. Conducted comprehensive audits on consumer accounts to propose targeted promotions and loyalty bundles. Maintained high Customer Satisfaction (CSAT) and First Call Resolution (FCR) scores while addressing escalated billing and network issues. Acted as a peer mentor, providing support to new agents in using Verizon's billing tools and handling customer objections.Training Specialist
Iconnect Convergence Inc. · 2017 — 2025Coordinated training for new hires to communicate company policies and performance strategies. Regularly reviewed internal procedures to identify training needs that could enhance compliance and reduce risks. Created diverse instructional materials, including e-learning modules and presentations, to meet various learning preferences. Established a mentorship program aimed at promoting teamwork and knowledge sharing among staff.Personal Concierge Associates / Subject Matter Expert
Iconnect Convergence Inc. · 2015 — 2017Guided junior team members in their professional development. Directed complex projects from start to finish, ensuring high-quality outcomes within tight timelines. Acted as an intermediary between technical teams and business stakeholders to align on project goals and deliverables. Engaged directly with customers to provide a high-quality customer experience.Customer Care Specialist
Coreserv Management Inc. · 2010 — 2015Handled high-pressure situations with professionalism, effectively resolving conflicts and maintaining customer trust. Addressed and resolved customer complaints with empathy, promoting loyalty and encouraging repeat business. Responded to customer concerns swiftly and accurately, contributing to overall satisfaction.
Skills & Expertise
Education
- Bachelor of Science in Hotel and Restaurant ManagementPolytechnic College of The City of Meycauayan Former Mariano Quinto Alarilla Polytechnic College · — — 2010