Shiela Mae Jo

I’ve been working in customer support and operations management for over 10 years now, helping businesses keep things running smoothly while making sure customers and clients get the best experience. I’ve managed support teams, handled tough situations, improved workflows, and kept track of performance goals, basically doing whatever it takes to keep both the team, customers and clients happy.

Skilled in:

-Customer Support (Voice, Chat, Email)

-Administrative (scheduling and shift planning, creating reports, documenting IOMs/SOPs/, email and calendar management, facilitate meetings and more)

-Team Coaching, Escalations & Client Relations

-KPI Management, SLA Tracking, Process Optimization

-Quality Assurance and Compliance

-CRM: Zendesk, Salesforce, NICE, Verint, Nexidia, Avaya One X, SAP CRM

-Tools: Google Workspace, MS Office Suite

I’m confident working independently, staying on top of metrics, and supporting customers, clients and internal teams. I’m open to part-time or full-time roles. A flexible schedule is preferred, but I’m also comfortable with fixed hours. If you’re looking for someone reliable, experienced, and easy to work with, I’d love to support your team.