Shiela Mae Jo

Shiela Mae Jo Siaton, Negros Oriental, Philippines│--WORK EXPERIENCE Altius Inspiro Operations Manager - E-Commerce Campaign Nov 2015 - Present Manage daily operations across voice, chat, and email teams to meet KPIs and SLAs Handle escalations and workforce planning Conduct regular coaching, performance reviews, and team development Lead internal and client-facing meetings, including business reviews Analyse reports and data to identify trends, address gaps, and drive continuous improvement Collaborate with other departments such as HR, QA, IT, Workforce, Training to align goals and resolve operational issues Ensure compliance with client standards, data security and company policies Operations Supervisor - Automotive Campaign (E-commerce / Online Retail, Auto Parts & Accessories) Led a team of 30 agents providing customer support for automotive parts and accessories, including technical fitment assistance, returns, and high-volume order inquiries Acted as point of contact during go-live, monitoring performance, resolving process gaps, and addressing customer concerns Coordinated with fulfillment and product teams to resolve order delays, enhanced workflows, and delivered targeted coaching for escalated issues Produced daily KPI and trend reports for internal leadership and clients, ensuring quality and compliance with company policies Operations Supervisor - Retail Campaign (Kitchenware/Cookware Retail, Culinary and Cooking Classes, E-Commerce – Home and Kitchen Products) Managed daily operations for a team handling customer inquiries, cooking class bookings, and e-commerce order fulfillment for premium kitchenware Acted as point of contact between operations and the client during go-live, resolving process gaps, system issues, and customer concerns Monitored KPIs, attendance, and trends, providing daily internal and client reports Oversaw order troubleshooting, coordinated with logistics to minimize delivery issues, and led cross-department efforts for seasonal promotions Operations Supervisor - E-Commerce Campaign (Photography and Photo Printing Services, Personalized Gifts & Merchandise Supervised a team providing customer support for e-commerce platform, handling inquiries on personalized photo products, orders, billing, and production delays Conducted onboarding and product training for 30+ new hires, facilitated nesting support, and evaluated floor readiness Monitored KPIs, delivered targeted coaching to improve CSAT, and conducted QA reviews to ensure compliance Managed risk assessments and prepared client-facing reports while leading ongoing training initiatives to maintain service quality Team Leader, Operations Supervisor - Photography Campaign Led a team of 15 agents handling school portrait and yearbook inquiries via phone, email, and chat, driving improvements in customer satisfaction, average handling time, and process efficiency Managed escalations, delivered training, and collaborated across departments to enhance workflows As Operations Supervisor, oversaw 100+ seasonal agents, ensuring SLA compliance through real-time queue management, performance coaching, scheduling, and process updates Partnered with QA, WFM, and client teams to address operational gaps and maintain high CSAT scores Customer Support, Fraud Prevention Specialist, SME, Team Leader - Financial Services Provided inbound support for international money transfers, account services, and transaction tracking, ensuring compliance and fraud prevention Served as Subject Matter Expert, delivering training, coaching, and process guidance to improve accuracy and regulatory adherence As Team Leader, managed a 15-member team, monitored KPIs, conducted quality audits, handled escalations, and collaborated with risk and compliance teams to resolve complex cases Led process improvements and fostered a positive team culture to enhance performance and retention Qualfon Dumaguete Customer Service Representative May 2015 - November 2015 Delivered account, billing, technical, and retention support for Straight Talk customers Assisted with account setup, plan management, payments, and device activation Provided Tier 1 troubleshooting for network and device issues, guided customers through SIM swaps and lost/stolen phone procedures, and facilitated plan changes or add-ons Resolved customer concerns professionally, focusing on first-contact resolution and retention through empathetic service and tailored solutions Datacom / Convergys Malaysia (Philippines) Customer Support / Assistant Team Leader March 2013 - March 2015 Provided Tier 1–1.5 technical support for Windows OS, Surface devices, and basic Windows Server concerns Assisted with OS activation, updates, driver errors, and performance troubleshooting; conducted hardware diagnostics and firmware updates; guided customers through recovery and factory reset processes; and supported licensing inquiries for Windows and Office products Handled warranty claims, device replacements, and general product inquiries while escalating advanced server issues to higher-tier teams Also served as Assistant Team Leader, supporting team performance and escalations Sykes Asia, Inc. July 2011 - February 2013 Customer Care Delivered voice and email support for P&G brands across ASEAN markets, providing accurate product information, usage guidance, and safety details Handled and resolved product-related complaints, coordinated with Quality Assurance and Brand Teams for escalations, and issued replacements or goodwill gestures per policy Addressed regulatory and safety concerns, ensuring compliance with company protocols while maintaining excellent customer satisfaction Telus International Philippines May 2009 - July 20211 Customer Service Representative Provided end-to-end customer support for account, billing, technical, and retention concerns in the telecommunications industry Assisted with account setup, updates, and secure verification; processed payments and resolved billing disputes; guided customers through technical troubleshooting for devices and network issues; advised on plan modifications and promotions; and handled retention cases with professionalism to improve satisfaction and loyalty EDUCATION Foundation University Bachelor of Arts Major in Broadcast Communication Graduation Date: Mar 2009 SKILLS Skills: Administrative/Operational Support, Scheduling & Calendar Management, Internal & Client-Facing Reporting, Customer Support (Voice, Email, Chat), CRM Platforms (Zendesk, Salesforce, SAP), MS Office Suite, Google Suite, Reporting & Data Analysis, Workforce Management, Quality Assurance, Compliance