S

Shaina Hernando

About

Detail

Philippines
Contact Shaina regarding: 
work
Full-time jobs

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • C
    Team Lead Supervisor | Lending Operations
    Clear Nexus
    Oct 2024 - Current (2 years 1 month)
    • Oversee operations across 5 lending portfolios while ensuring productivity, compliance, and operational efficiency.
    • Supervise, coach, and support a team of 15 loan officers and customer service representatives.
    • Conduct interviews, onboarding, and training sessions for new hires.
    • Facilitate coaching sessions and monitor team performance to improve productivity and conversion rates.
    • Collaborate directly with clients regarding performance reports, operational updates, and process realignment.
    • Assist in developing and improving workflows, operational procedures, and training materials.
    • Lead daily team huddles, coaching sessions, and performance discussions.
    • Ensure proper loan review processes,
  • Delegatecx
    Customer Success Rep (Account Exec & Vendor Facing CSR)
    Delegatecx
    Jul 2021 - Oct 2024 (3 years 4 months)
    • Managed vendor and account executive communications for a US-based promotional and dropshipping company.
    • Handled 250+ daily inquiries through phone and email while maintaining excellent customer service and operational efficiency.
    • Coordinated purchase orders, shipping confirmations, vendor follow-ups, and escalations to ensure timely fulfillment.
    • Utilized CRM systems to monitor order status, shipping updates, tracking information, and escalations.
    • Resolved customer issues, vendor concerns, shipping discrepancies, and order-related problems promptly and professionally.
    • Collaborated with multiple Account Executives to maintain smooth operations and client satisfaction.
    • Simultaneously served as a tra
  • TTEC
    Customer Service Representative II
    TTEC
    Jul 2019 - Aug 2020 (1 year 2 months)
    • Supported customers of a US-based health insurance company through inbound and outbound calls.
    • Assisted customers with billing concerns, policy inquiries, enrollments, payment processing, and insurance-related concerns.
    • Coordinated with healthcare providers and pharmacies to resolve prescription and authorization issues.
    • Maintained compliance with HIPAA guidelines and company policies while delivering professional customer support.
  • A
    UNHCR Brand Ambassador
    APPCO
    Aug 2018 - Oct 2018 (3 months)
    • Promoted awareness campaigns related to refugees, displacement, and humanitarian efforts.
    • Built relationships with individuals and organizations to support UNHCR initiatives and advocacy campaigns.
Education verified_user 0% verified
  • M
    Bachelor of Science in Business Administration major in Marketing Management
    Mariano Marcos State University
    Jan 2014 - Jan 2018 (4 years 1 month)