SHIELA MAE S. MARTIZANO
Email:-Facebook: https://www.facebook.com/snuffles12
LinkedIn: https://www.linkedin.com/in/shiela-martizano-2a5424bb
Gender: Female Location: Philippines
Citizenship: Filipino
Work Experience
Anova Culinary, LLC
667 Howard St, San Francisco, CA 94105
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Customer Success Agent - Zendesk Email Support (Freelance - Home Based)
November 2017 - January 2021
✓ Main task is to support various customer issues using an Email ticketing Software
✓ Worked part-time as an Order Management and Fulfillment Specialist
○ Achieved an Average Customer Satisfaction rating of 96% and an Average First Reply time
of 11 hours (target is 20 hours)
Alorica Inc.
24/F The Exportbank Plaza, Don Chino Roces Avenue corner Senator Gil Puyat Avenue, Urban Ave, Makati, Metro
Manila
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Accent and Product Training Specialist
October 2015 – November 2017
✔ Main responsibility is to complete the onboarding process and product training of newly hired
employees
✔ Spearheaded a developmental workshop in September – October 2016 for the improvement of
VOC scores of Beltway Market agents through consistent rapport and soft selling which resulted to
the increase of VOC scores from an average of 67% to 80% by the end of 4th Quarter, resulting to
the Market getting the Top 1 award for VOC across all markets by the end of the year.
✔ Certified and started to train a client-initiated training for agents in February 2017 for 3 Markets for
VOC improvement
SPi Global CRM Inc.
2343 N. Garcia St., Brgy. Bel-air, Makati City Philippines 1229
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Technical Training Specialist
May 2013 – February 2015
✔ Main responsibility is to complete the onboarding process and product training of newly hired
employees, conduct developmental training sessions for employees with poor performance
✔ POC for New Hire Attrition report
✔ POC for New Hire Agenda/Materials feedback submission
✔ Initiated the “SIP with SPI” activity for new hires to address NH attrition where leaders from
Training and Operations spend an hour with new hire trainees before they hit Nesting period to
have a talk (temp check) with them while serving them coffee and donuts.
o Q1 of 2014 Top Trainer - Dish Network’s Director’s Club- SPi Global
o Dish Asia’s Top Trainer – February and March 2014
o SPI Global Dish ACS Top Trainer – Q1 and September of 2014
▪
Advanced Customer Service Representative
September 2011 – May 2013
✔ Responsible for answering billing/order-related concerns, resolving product/technical issues and
pitching sale offers
o Graduated in New Hire Training with “Best in Customer Service” Award
o Q4 of 2011 Top Agent - Dish Network’s Director’s Club- SPi Global
o One of the Top 3 agents in Sales for HBO - Cinemax combo for Q4 of 2011
o Was able to hit a record of 50 perfect CSAT surveys in 2 months last 3rd Quarter of 2012
Convergys
Glorietta 5, Ayala Avenue, Makati City
▪
Technical Support Associate Tier 1
February – August 2011
✔ Handled Billing, Sales and Technical support for 2 Lines of Business ( TV and Internet services)
o 3rd Place : Best of the Best Team for 2nd Quarter of 2011
Special Training/ Seminars Attended
PowerSales Webinar (PowerSpeak)
Personal Leadership Seminar (PowerSpeak)
CPR Training (Confidence, Personality, Rapport)
“How to Wow” Workshop
Bronze Leadership Training
(Leadership advancement program)
Learning Transfer Conference
(Training skills development seminar)
Training Needs Analysis Seminar
September 2020
August 2017
February 2017
September 2016
November – December 2014
June 2013
May 2013
Special Skills
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Dynamic presentation and facilitation skills and able to present information in a clear and concise manner to
a diverse population.
Able to handle multiple projects simultaneously.
Excellent time-management skills, a "can-do" attitude and ability to effectively meet critical deadlines.
Flexibility to work varying schedules
Ability to develop training and execute on deliverables with little guidance
Confident decision making skills
Proficient in CRM and E-commerce platforms, G Suite tools and forms of communication tools
Educational Attainment
Tertiary: University of St. La Salle
Bacolod City, Negros Occidental
Bachelor of Science in Business Management-
Secondary: St. Mary Mazzarello School
Victorias City, Negros Occidental
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Character References
Michael Angelo Par
Deputy Manager for Training and Quality - Google Concentrix, Philippines
Contact no-
Kaara Hiponia
Senior Training Manager – Sutherland Global Services, Clark Pampanga
Contact no-
Vincent Trinidad
Senior Training Manager - Inspiro Philippines, Makati City
Contact no-
