Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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SHERYL-LYN GOSSE

Stamford

Summary

Seasoned Customer Service Representative with over 7 years of experience in customer-focused roles. Proven ability to provide exceptional customer satisfaction and thrive in a high-volume, fast-paced working environment across different channels.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Vacation Sales Consultant

RCI Asia Pacific
04.2015 - 06.2016
  • Handled incoming calls from timeshare owners for their travel bookings, subscriptions, and renewals. Conducted outbound calls following up and closing the sale
  • Exceeded the monthly target of SGD 1,299 resulting in Outstanding Sales Performance for December 2015
  • Generated increased sales revenue through effective lead generation and follow-up efforts.
  • Improved sales strategy by consistently promoting additional services and products, resulting in the highest sales volume for an individual employee out of 21 members of 2 teams
  • Presented a travel destination to the 10 members of the team which fostered additional knowledge.
  • Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
  • Enhanced team performance by sharing successful sales strategies and best practices in regular team meetings.

Utilization Management/Intake Representative

Accenture
06.2011 - 01.2014
  • Main duties include but are not limited to triage, insurance verification, documentation, granting approval of medical procedures, and referred cases requiring clinical review to the US-licensed nurse reviewers
  • Resolved healthcare providers' issues professionally and efficiently resulting in an improved Quality Assurance (QA) rating from 90+ to 100%
  • Achieved Agent Scorecard of 3.15 out of 4 for September 2013
  • Contributed to the success of the project by being in the Top 2% out of 60+ Intake Processors for Quality
  • Collaborated with 14 members of the team and proactively suggested ideas during team huddles which helped in improving team performance and ranking.

Customer Service Consultant

Sutherland Global Services
06.2005 - 05.2006
  • Handled UK and US PayPal customers and assisted in basic troubleshooting via phone and email:
  • Maintained the highest level of professionalism and exhibited empathy to members, even during moments of customer dissatisfaction
  • Resolved customer concerns, and complaints, and addressed questions carefully resulting in a high first-call resolution (FCR) rate.
  • Increased customer retention through exceptional service and timely solutions to issues.
  • Coached 2 new hires on administrative processes, work instructions, procedures, and best practices which resulted in a smooth transition

Customer Service Representative

SPi Global
09.2003 - 06.2005
  • Handled credit card accounts: answered high call volume inquiries about billing, resolved complaints, processed payments, and updated customers' account information
  • Achieved the "TOP KPI" award for consistently meeting the monthly metrics including handling an average of 50 inbound calls per day
  • Supervised a team of 15 agents and acted as a Team Leader as delegated by the Supervisor, resulting in a smooth flow of business operations.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.

Education

Bachelor of Science in Hotel and Restaurant Management -

Philippine Women's University

Skills

  • Highly organized
  • Tech savvy
  • Multitasking
  • Professional and friendly demeanor
  • Detail-oriented
  • Strong work ethic and integrity
  • Passion for continuous learning
  • Excellent communication skills (verbal & written)

Certification

  • French Language Certification Beginner 1-3, The French Studio (Singapore)
  • Communication (English Proficiency/American Accent Training) and Product Training, Accenture
  • Berlitz Advanced English Language Level, Accenture

Timeline

Vacation Sales Consultant

RCI Asia Pacific
04.2015 - 06.2016

Utilization Management/Intake Representative

Accenture
06.2011 - 01.2014

Customer Service Consultant

Sutherland Global Services
06.2005 - 05.2006

Customer Service Representative

SPi Global
09.2003 - 06.2005

Bachelor of Science in Hotel and Restaurant Management -

Philippine Women's University

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SHERYL-LYN GOSSE