Sharline Cervantes
Antipolo,Philippines
Summary
Detail-oriented customer service and operations professional with experience in airline reservations, leadership roles, and AI data support. Promoted to Lead Customer Service Representative for strong performance, decision-making, and complaint resolution skills. Currently working on AI-focused projects involving speech transcription, content moderation, and data annotation for a global social media platform. Proven ability to handle sensitive information, ensure high-quality outputs, and contribute to systems used worldwide.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Content Moderation & AI Data Annotation Specialist
TaskUs Philippines
03.2020 - Current
- Supported a high-profile global social media platform in developing and improving artificial intelligence and machine learning systems
- Performed speech transcription, content moderation, and AI data annotation across multiple project phases
- Annotated, labeled, and categorized text, images, audio, and documents used to train advanced AI models
- Collected, curated, and organized high-quality datasets for AI training and evaluation
- Reviewed and validated annotated data to ensure accuracy, precision, and consistency
- Ensured strict adherence to quality standards, confidentiality, and data privacy guidelines
- Handled sensitive and policy-driven content with professionalism and sound judgment
- Contributed directly to the accuracy and performance of AI systems used globally
Lead Customer Service Representative
Sitel Philippines Inc.
07.2019 - 02.2020
- Promoted based on strong performance and reliability
- Handled escalated customer complaints and supervisor-level calls
- Served as point of contact for customers requesting a supervisor
- Evaluated and approved refunds, rebookings, and exceptions beyond standard airline policies
- Made independent decisions while balancing company policy and customer satisfaction
- Provided guidance and support to frontline customer service representatives
- Ensured accurate documentation of complaints, resolutions, and actions taken
- Maintained professionalism and empathy in high-pressure situations
Customer Service Representative (Airline Account)
Sitel Philippines Inc.
04.2018 - 07.2019
- Assisted customers with flight reservations, ticket changes, cancellations, and rebookings
- Provided accurate information on fares, schedules, baggage policies, and travel requirements
- Handled high-volume inbound customer inquiries via phone and email
- Resolved customer concerns while meeting quality, productivity, and compliance standards
- Maintained accurate booking and passenger records using airline reservation systems
Education
Bachelor of Science - BS Psychology
Our Lady of Fatima University
Antipolo 06.2018 - 08.2023
Certificate of Higher Education - Implementing and Evaluating Programs for Child Rights
UP Open University
Quezon City 09.2025 - 10.2025
Bachelor of Science - BS in Secondary Education Major in English
Pangasinan State University
Pangasinan 06.2014 - 03.2016
Skills
- AI Data Annotation & Labeling
- Speech & Audio Transcription
- Content Moderation
- Dataset Collection & Curation
- Data Quality Assurance
- Airline Reservations & Refund Processing
- Escalation & Complaint Handling
- Beyond-Policy Decision-Making
- Confidential & Sensitive Data Handling
- Attention to Detail & Accuracy
- Professional Communication
- Time Management & Reliability
Timeline
Certificate of Higher Education - Implementing and Evaluating Programs for Child Rights
UP Open University
09.2025 - 10.2025
Content Moderation & AI Data Annotation Specialist
TaskUs Philippines
03.2020 - Current
Lead Customer Service Representative
Sitel Philippines Inc.
07.2019 - 02.2020
Bachelor of Science - BS Psychology
Our Lady of Fatima University
06.2018 - 08.2023
Customer Service Representative (Airline Account)
Sitel Philippines Inc.
04.2018 - 07.2019
Bachelor of Science - BS in Secondary Education Major in English
Pangasinan State University
06.2014 - 03.2016