Open to opportunities

Shenna Lou Trinidad

@shennaloutrinidad

Senior Complex Customer Service Specialist at Telstra, handling high-risk TIO complaints and contributing to a new CRM rollout.

Philippines

Message

At Telstra International Philippines Inc. (In-house for Telstra), I manage complex customer accounts and escalated cases, including Telecommunications Industry Ombudsman complaints. I investigate billing disputes, technical concerns, and account issues, providing compliant resolutions and detailed case documentation.

I was selected for a pilot team testing and rolling out a new CRM/case-management system, where I provide structured feedback, identify workflow issues, and contribute to process improvement. Earlier, as a Complaints Case Manager – Residential Billing at Teleperformance (Telstra Account), I investigated escalated billing and service complaints.

Experience

Work history, roles, and key accomplishments

Current

Senior Complex Customer Service Specialist

Current

Telstra International Philippines Inc.

May 2019 - Present (7 years 5 months)

Manage complex customer accounts and inquiries through phone and email, delivering accurate, timely, and compliant resolutions. Handle escalated and high-risk cases, including TIO complaints, with detailed investigation and case management.

Case Management Customer Support Escalation Handling Complaint Resolution Regulatory Compliance CRM Ticketing Systems Billing Disputes Technical Support Process Improvement

Complaints Case Manager – Residential Billing

Teleperformance

Feb 2011 - May 2019 (8 years 3 months)

Managed escalated billing and service complaints, conducting detailed investigations to identify issues and deliver accurate, timely resolutions. Provided technical, product, and account support while handling sensitive customer concerns with professionalism and empathy.

Complaint Resolution Case Management Billing Technical Support Customer Service Account Management Documentation Compliance

Customer Service and Sales Associate

HSBC Electronic Data Processing (Philippines), Inc.

Sep 2008 - May 2009 (8 months)

Provided inbound customer support, resolving account inquiries accurately while handling sensitive financial information with professionalism and attention to detail.

Customer Service Inbound Support Account inquiry handling Data Confidentiality