Shermae Sevilla

Real-Time Analyst Lead, Reporting (Workforce Management) at Sutherland Global Services

Monitored real-time call volume, service levels, and agent productivity; tracked attendance, schedule adherence, and shrinkage metrics; managed incident responses during system outages or unexpected volume spikes; provided comprehensive support via phone, email, tickets, and chat channels.

Assistant Manager / Customer Representative at South Connection

Assisted in overseeing daily operations to ensure smooth workflow and delivery of excellent customer service; managed and supervised travel consultants; delivered guidance in creating complex travel itineraries; conducted training sessions for clients interested in establishing their own travel agencies; supported supplier partnerships and booking systems.

Business Consultant - Assistant Manager Customer Representative | Real-Time Analyst Lead Reporting (Workforce Management) at Sutherland Global Services

Assisted in overseeing daily operations to ensure smooth workflow and delivery of excellent customer service. Managed and supervised travel consultants, providing guidance and support in creating complex travel itineraries. Conducted training sessions for clients establishing their own travel agencies, covering business setup, supplier partnerships, and booking systems. Monitored real-time call volume, service levels, and agent productivity to ensure operational efficiency. Tracked attendance, schedule adherence, and shrinkage metrics. Responded to system outages or unexpected volume spikes by reallocating resources. Provided comprehensive support via phone, email, tickets, and chat channels.