Open to opportunities

sheena lyn tesoro

@sheenalyntesoro

Message

Customer-focused technical support and data-savvy customer service professional.

Philippines

Message

What I'm looking for

I am seeking a customer-focused technical support or operations role where I can apply troubleshooting, data-handling, and team leadership skills to improve service and operational outcomes.

I am a customer-focused technical support and customer service professional with hands-on experience across technical support, collections back office, and customer-facing roles. I combine practical troubleshooting skills with data-handling and team-leading experience gained at companies such as Telus International, Concentrix, Alorica, and TeleTech.

My background includes diagnosing software and network issues, supporting multi-channel customer interactions, and handling account and collections processes while meeting KPIs and service-level expectations. I have led teams, prepared reports, and partnered with management to improve service quality and operational efficiency.

I bring adaptability, strong communication, and problem-solving skills, plus a technical foundation from a Mobile Application and Web Development program. I seek to apply my analytical and technical support strengths to drive customer satisfaction and operational improvements.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

Alorica Philippines

May 2025 - Sep 2025 (4 months)

Provided multi-channel technical support for shipping software (Auctane), troubleshot network/printer/software issues, assisted with carrier inquiries, and supported SQL-related queries.

Technical Support Troubleshooting Networking SQL Multichannel Support Customer Service

Customer Service Representative

Teletech

Oct 2023 - Nov 2024 (1 year 1 month)

Provided T-Mobile customer support across inbound/outbound channels, resolved billing and technical issues, upsold services when appropriate, and documented interactions.

Customer Support Technical Troubleshooting Upselling Multitasking CRM Communication

Collections Back Office Staff

Concentrix

May 2023 - Oct 2023 (5 months)

Monitored and investigated client accounts, contacted debtors to arrange payments, updated account records, and prepared reports on collection activities.

Collections Reporting Record keeping MS Excel

Customer Service Representative II

Telus International Philippines

Feb 2023 - Jun 2023 (4 months)

Handled complex customer interactions across channels, adhered to KPIs and SLAs, escalated higher-tier issues, and resolved critical situations with professionalism.

Multichannel Support Escalation Management Problem Solving Time Management CRM Customer Empathy KPIs

Customer Services Officer

MGT Management - CARBNB

Jan 2022 - Jan 2023 (1 year)

Assisted buyers and sellers, maintained and updated unit listings, assessed client needs and financial capability, and provided courteous customer support.

Customer Support Listings Management Assessing Client Needs Communication Product Knowledge CRM

Administrative Assistant

Unix Gaming Co.

May 2021 - May 2022 (1 year)

Managed scheduling, encoded operational data, partnered with senior management to plan team objectives, and controlled expenses to meet profitability targets while supervising team quality.