Shen Ygay
CSR/Appointment Setter/Sales
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About
Results-driven customer service and sales professional with 4+ years of experience supporting Australian and U.S. customers in banking, e-commerce, and appointment setting. Skilled in customer support, claims processing, cold calling, sales, retention, and team leadership. Strong communicator with a proven ability to resolve issues, build customer relationships, and consistently meet performance and sales targets.
Experience
Appointment Setter/ Cold Caller/ Booking Consultant at SVC (Select Voicecom) (2025-03 – Present)
- Generated qualified leads and scheduled appointments for professional photography services across Australia through targeted outbound cold calling.
- Leveraged consultative selling techniques to effectively promote studio packages, cultivate customer relationships, and meet established appointment-setting and sales targets.
Customer Service Representative at TDCX PH (2024-07 – 2025-02)
- Assisted Apple Australia customers with order inquiries, shipment tracking, claims processing, and delivery issue resolution.
- Enhanced customer engagement by promoting Apple products and services through strategic upselling and retention initiatives, consistently achieving high customer satisfaction scores.
Account Supervisor at Teleperformance Philippines (2023-03 – 2023-10)
- Oversaw a team of customer service representatives for the JPMorgan Chase account, ensuring adherence to service quality, productivity metrics, and company standards.
- Provided targeted coaching, performance monitoring, and operational support to facilitate the achievement of team objectives and client requirements.
Customer Service Representative at Teleperformance Philippines (2021-10 – 2023-03)
- Addressed customer inquiries and handled credit card claims and disputes for JPMorgan Chase clients.
- Executed claim processing with high accuracy, resolved complex account concerns, and delivered superior customer service while upholding company policies and banking regulations.
Education
Grade 12 Graduate in Accountancy, Business and Management – University of Cebu (2018-06 – 2020-03)
College Undergraduate in Bachelor of Science in Accountancy – University of Cebu (2020-06 – 2020-12)
