Sheena Chris Salas

Results-driven and detail-oriented customer service and operations professional with over 11 years of experience supporting U.S.-based clients, including 10 years and 4 months in the BPO industry and 1 year and 4 months in remote ticketing, fulfillment, inventory management, and electronic ticket transfer operations within the professional ticket brokerage industry. Experienced in ticket purchasing, order fulfillment, electronic ticket transfers, ticket inventory management, inventory synchronization, purchase order creation, barcode uploads and validation, listing management, order processing, documentation, discrepancy resolution, and cross-functional collaboration. Hands-on experience purchasing tickets through Ticketmaster, AXS, Paciolan, and Major League Baseball (MLB) team ticketing systems, fulfilling customer orders from StubHub, Vivid Seats, GoTickets, Gametime, TickPick, and SeatGeek, while utilizing Skybox and Automatiq to synchronize inventory, validate listings, upload barcodes, manage fulfillment workflows, and support marketplace operations.

Recognized for maintaining exceptional accuracy, strong attention to detail, customer-focused service, process compliance, and reliability while consistently delivering accurate, time-sensitive order fulfillment and electronic ticket transfer operations in fast-paced environments.

Ticket Fulfillment Specialist (Seasonal Contract) at Tickets365 (2026-02 – 2026-06)

• Processed customer orders received through secondary marketplaces, including StubHub, Vivid Seats, GoTickets, Gametime, TickPick, and SeatGeek.
• Purchased tickets directly through Ticketmaster to fulfill customer orders and completed mobile ticket transfers to buyers' accounts within strict fulfillment timeframes, typically within 10 minutes.
• Verified ticket availability, seat locations, order details, and delivery requirements before completing purchases and transfers.
• Executed high-volume, time-sensitive ticket fulfillment during on-sales and high-demand events while maintaining speed, accuracy, and marketplace compliance.
• Monitored order fulfillment and transfer status, documented transactions, and coordinated with internal teams to resolve transfer issues, order discrepancies, and delivery exceptions.
• Maintained accurate transfer documentation and fulfillment records while ensuring compliance with internal procedures and marketplace requirements.
• Collaborated with internal teams to resolve fulfillment, transfer, and marketplace-related issues, ensuring timely order completion.
• Achievement: Maintained 99% fulfillment accuracy while processing high-volume, time-sensitive ticket transactions.

Inventory Management Specialist at REPS & Co. (2024-10 – 2025-10)

• Executed bulk and manual ticket purchases through primary ticketing platforms, including Ticketmaster, AXS, Paciolan, and Major League Baseball (MLB) team ticketing systems, to support ticket brokerage operations.
• Managed customer buying and sign-up accounts by verifying account information, customer details, payment methods, and addresses to ensure accurate order processing.
• Maintained accurate inventory records, operational documentation, and transaction data using Google Sheets and Airtable.
• Validated inventory availability, pricing, listings, barcodes, and transaction data before processing.
• Monitored inventory activity, purchase status, order progress, and marketplace availability to support fulfillment operations and inventory accuracy.
• Uploaded and validated ticket barcodes while ensuring listing accuracy and marketplace compliance.
• Utilized Skybox and Automatiq to map inventory, synchronize listings across multiple marketplaces, upload barcodes, validate listings, and support ticket fulfillment workflows.
• Executed electronic ticket transfers, verified inventory details across multiple ticketing platforms, and resolved transfer issues to ensure accurate and timely order fulfillment.
• Identified and resolved inventory discrepancies, rejected transfers, and listing issues to maintain inventory accuracy.
• Achievement: Maintained 99.14% accuracy across more than 5,000 event listings while supporting inventory synchronization, barcode validation, electronic ticket transfers, and fulfillment workflows.

Subject Matter Expert Team Lead Apprentice at GetWonders Corporation (2023-12 – 2024-07)

• Coordinated daily operational workflows while supporting team members in resolving customer concerns and ensuring accurate execution of high-volume tasks.
• Monitored workflow quality, identified operational gaps, and resolved process issues to improve team performance.
• Improved operational efficiency through coaching and structured feedback.
• Achievement: Enhanced SME team performance by improving order accuracy by 20% and reducing client escalations by 90%, strengthening workflows and team efficiency.

Quality Control Analyst | Client Success Team at GetWonders Corporation (2021-01 – 2023-12)

• Verified customer data, order documentation, and workflow accuracy to ensure compliance with established processes.
• Analyzed workflow data, identified inconsistencies, and implemented corrective actions to improve operational efficiency.
• Conducted calibration sessions and resolved escalated customer and client issues to improve service quality and support revenue growth.
• Achievement: Achieved a 40% reduction in client churn and a 15% increase in upselling within nine months.

Team Lead Apprentice | Amazon Account at Qualfon (2020-03 – 2021-01)

• Supported customer service representatives handling voice and chat interactions while ensuring service quality and adherence to established processes.
• Managed customer escalations, monitored workflow performance, and provided coaching to improve accuracy and performance.

Quality Assurance Analyst | SKT Technologies Account at Qualfon (2018-01 – 2020-03)

• Performed QA audits and performance evaluations.
• Conducted calibration sessions for quality alignment.
• Enhanced operational consistency across teams.

Associate Trainer | SKT Technologies Account at Qualfon (2017-09 – 2017-12)

• Delivered onboarding and training programs for new hires.
• Supported documentation and knowledge transfer processes.

Team Lead Apprentice | Tracfone Account at Qualfon (2016-12 – 2017-09)

• Supervised a team of 20 customer service representatives supporting voice operations while ensuring service quality, performance standards, and adherence to client processes.
• Provided coaching, feedback, and leadership, ensuring alignment with client expectations.

Tier 3 Technical Customer Service Representative at Qualfon (2014-03 – 2016-11)

• Handled inbound and outbound customer calls involving advanced technical support, account issues, and escalations while providing accurate resolutions and maintaining detailed documentation.
• Resolved complex customer account and system issues while maintaining high service quality.
• Maintained accurate documentation and detailed case records.

Bachelor of Science in Agricultural Technology – Foundation University