SHIELA VILLANUEVA
Rocky River,OH
Summary
Experienced with customer service, complaint resolution, and relationship management. Utilizes effective communication and problem-solving strategies to address and resolve consumer concerns. Track record of maintaining high customer satisfaction and building lasting relationships.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Consumer Affairs Representative
Shasta Beverages Inc.
03.2024 - 06.2024
- Received, processed, monitored and reported complaints involving product defects and product-related events.
- Coordinated with legal and compliance teams to ensure adherence to all relevant regulations and guidelines in consumer affairs practices.
- Contributed technical expertise to optimize complaint processing systems.
- Proactively reached out to dissatisfied customers to address their concerns, fostering loyalty through attentive follow-up care.
- Supported sales team by providing accurate information on products and promotions, ensuring a seamless customer experience from purchase to post-purchase support.
- Monitored complaint activity and offered suggestions to company authorities to modify existing processes based upon pattern and related analyses.
- Maintained detailed records of consumer interactions to track trends and inform future training initiatives, improving overall service quality.
- Utilized specialized software tools for efficient tracking and management of consumer cases, expediting issue resolution processes.
- Assisted customers on phone and e-mail communications with questions, concerns and product availability.
Store Supervisor
Jollibee Foods Corporation
06.2023 - 01.2024
- Supervised daily operations by directing customer service, inventory and sales operations.
- Maintained high standards of store appearance by enforcing cleanliness guidelines, organizing merchandise displays, and scheduling routine maintenance tasks.
- Conducted inventory analysis to determine optimal stock levels.
- Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
- Educated and trained staff to equip with knowledge about products, customer service and store policies.
- Handled escalated customer complaints professionally, offering appropriate resolutions to ensure satisfaction and maintain positive brand reputation.
- Managed cash handling processes accurately to maintain financial integrity within the store''s daily transactions.
Customer Service Manager
Wells Fargo Business Processing Solutions
06.2015 - 01.2020
- Trained, coached, and led more than 15 call center associates to provide support for customers
- Supervised and led team meetings to facilitate understanding of associates' processes and practices, explained performance expectations, and shared best practices that increased company revenue and production
- Mentored other management team members in identifying trends and established center goals
- Ensured associates achieved desired service levels and taking corrective action, as needed
- Prepared reports and analyzed call center data to improve processes, ensured resources were properly allocated, and maximize efficiency and customer satisfaction
- Took on other tasks or projects to support employees, other managers, and call center operations.
Process Trainer
Concentrix
10.2013 - 05.2015
- Delivered face to face instruction utilizing program's training modules
- Ensured successful execution of training needs
- Measured program training effectiveness by doing a comparative performance gauge on trainees' KPIs
- Sent reports to the Operations team on the progress/pending status of activities
- Reviewed training content at regular intervals to ensure all updates are incorporated
- Participated in internal and external calibrations
- Conducted refresher trainings based on KPIs
- Managed knowledge check for new hires and production staff.
- Maintained up-to-date knowledge of industry best practices in process management, integrating new techniques into existing training programs as needed.
Team Manager
Convergys
12.2009 - 07.2013
- Supervised a team of 10 to 15 customer service representatives, providing guidance, support, and performance feedback
- Monitored and evaluated team performance, identifying areas for improvement and implementing training programs
- Assisted in the development and implementation of customer service policies and procedures
- Handled escalated customer issues, ensuring prompt resolution and customer satisfaction
- Collaborated with other departments to resolve customer inquiries and complaints
- Prepared reports and analyzed data to identify trends and recommend process improvements
- Assessed and coached associates on their KPIs and AFIs
- Attended call calibrations and client conferences
- Partnered with Resource Unit (quality evaluators and communication coaches) for quality process adherence
- Kept a timely and updated program trackers (analysis sheets, scorecard plates, attendance/adherence trackers)
- Ensured accurate time keeping records for agents' payroll
- Communicated company and program based information and updates to the team
- Joined regular operation's meeting to discuss business updates and metrics.
Subject Matter Expert / Program Ready Trainer
Convergys
06.2008 - 11.2009
- Assisted new hire associates in transition class on their process queries with real time assistance
- Facilitated teach backs and continuing learning sessions
- Monitored calls and coached associates ensuring quality of their calls
- Performed as a team support in place of the team managers who are temporarily out of office
- Took supervisory calls and fulfilled manager's call backs.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Senior Customer Care Specialist
Convergys
03.2007 - 06.2008
- Performed daily task as a customer care specialist
- Assisted colleagues and trainees in their system and process issues
- Ensured quality of work by attending team meetings and enhancement trainings
- Joined the escalations team for handling escalated customers and addressed their issues.
- Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
- Boosted first-call resolution rates by implementing best practices informed by ongoing professional development activities.
Senior Customer Care Specialist
IBM Daksh Business Process Services
04.2006 - 03.2007
- Answered inbound calls in support of customer needs
- Conveyed in a reassuring manner step by step instructions to resolve application issues
- Reviewed account information and processes to provide information to customers' inquiries
- Performed queries in multiple databases (CRM, KMS, etc.)
- Provided troubleshooting steps to address connection and message errors
- Increased customers value by offering new services and features and closing the sales.
Education
Bachelor of Science - Education
Saint Michael's College of Laguna
04.2003
Skills
- Performance Evaluation and Coaching
- Database Inquiry
- Process Improvement
- Sales Generation
- KPI Management
- Productivity Improvement
- Data Analysis
- Team Management
- Customer Service and Relationship Management
- Training
- Organizational skills
- Content Writing and Editing
- Microsoft Office and Google Suite
- Office Administration and Data Entry
- Complaint handling
- Record keeping
- Strong negotiation skills
- Customer service
- Problem-solving
- Time management
Additional Information
Legal Permanent Resident, authorized to work in any US state
Certification
- Licensed Teacher - Philippines
Languages
English
Native or Bilingual
Filipino
Native or Bilingual
Spanish
Elementary
Korean
Elementary
Timeline
Consumer Affairs Representative
Shasta Beverages Inc.
03.2024 - 06.2024
Store Supervisor
Jollibee Foods Corporation
06.2023 - 01.2024
Customer Service Manager
Wells Fargo Business Processing Solutions
06.2015 - 01.2020
Process Trainer
Concentrix
10.2013 - 05.2015
Team Manager
Convergys
12.2009 - 07.2013
Subject Matter Expert / Program Ready Trainer
Convergys
06.2008 - 11.2009
Senior Customer Care Specialist
Convergys
03.2007 - 06.2008
Senior Customer Care Specialist
IBM Daksh Business Process Services
04.2006 - 03.2007
Bachelor of Science - Education
Saint Michael's College of Laguna
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