Shiela Mejos

Customer-focused Technical Support Team Leader with over seven years of experience in customer service and technical support, specializing in internet and connectivity services. Throughout my career, I have been committed to delivering excellent customer experiences by assisting guests and clients with their concerns, providing clear guidance, and ensuring that technical issues are resolved quickly and efficiently. I take pride in creating positive service interactions by listening carefully to customer needs, troubleshooting problems effectively, and communicating solutions in a way that is easy to understand.

My professional journey began in customer service, where I developed strong communication, problem-solving, and interpersonal skills while assisting customers with inquiries and service concerns. As I progressed into a Technical Support Engineer role, I gained hands-on experience in diagnosing and resolving complex connectivity issues, managing support tickets, and providing both remote and onsite assistance for networking equipment such as servers, switches, and access points. I worked closely with clients and internal teams to ensure service requests were handled promptly and escalated appropriately when necessary.

Currently, as a Technical Support Team Leader, I oversee daily support operations and coordinate service scheduling to ensure our team responds efficiently to customer needs. I lead and mentor Level 1 and Level 2 engineers, providing coaching and guidance to help them deliver high-quality support and maintain strong customer relationships. I also monitor service level agreements (SLAs), analyze performance metrics, and prepare weekly and monthly reports to support operational improvements and maintain high standards of service delivery.

My core strengths include service scheduling and coordination, ticketing and escalation management, meeting coordination and documentation, client and vendor communication, reporting and data organization, project and task management, and team leadership. I am experienced in using support and productivity tools such as Zendesk, Microsoft 365, Salesforce, CRM platforms, and Google Workspace to track service requests, maintain accurate records, and streamline communication across teams.

I thrive in fast-paced environments where teamwork, accountability, and customer satisfaction are essential. I am known for being dependable, organized, and proactive in identifying ways to improve service processes and team performance. My goal is always to ensure that every guest or client receives professional, timely, and effective assistance, creating a reliable and positive support experience while contributing to the overall success of the organization.