Shiela Mae
Castillo
Professional Skills
💼 Administrative & Organizational Skills
Team Leadership & Supervision
Sales Strategy Development
Order Processing & Fulfillment
Logistics Coordination
Inventory & Warehouse Management
Documentation & Record Keeping
Supplier & Vendor Management
Data Analysis & Reporting
Basic Graphic Design
Light Recruitment Skills
📞 Customer Service & Communication
EDUCATION
EARIST Cavite
June 2013 - March 2015
Associate Degree in Office Administration
Kolehiyo ng Lungsod ng Dasmariñas
August 2023 - June 2024
BS-Psychology
Work Experience
Team Lead - Sales and Reservations
Transworld System Incorporated | August 2024 - July 2025
Developed sales strategies resulting an increase in
bookings or revenue
Analyzed sales data and performance metrics to identify
trends and adjust strategies for team memeber’s
improvement.
Conducted regular team meetings, 1 on 1 coaching session
and training.
Recruitment Task - Conducting initial screening interviews
Customer Support & Escalation
Handling
Technical Support & Troubleshooting
Call Evaluation & Quality Assurance
Behavioral Coaching & Team Training
Sales Processing & Objection
Handling
Team Lead - T-Mobile
Hotel and Reservation Assistance
iQor Cavite | October 2020 - August 2024
Rewards Program Enrollment
Supervised a team handling telecommunications account
inquiry and troubleshooting.
Provided coaching and training to team members
enhancing their skills.
Manage escalations and resolved complex customer issues.
Microsoft office, Outlook, Slack, G-suites.
Recruitment Task - Conducting initial screening or final
interviews
Quality Assurance Specialist
iQor Cavite | May 2018 - October 2020
10 Call listening/evaluation per day
Conducting Behavioral and spot coaching session everyday.
Compile and analyze QA scores and trends across teams.
Support client QA requirements, audits, and
monthly/quarterly business reviews
Microsoft office, Outlook, Slack, G-suites.
WORK EXPERIENCE
Team of Experts (CSR)
Software Experience
Microsoft Office Suite
G-Suite (Google
Workspace)
Outlook
Asana
Monday.com
Slack
Canva
Amazon Seller Central /
Amazon FBA
Walmart Retail Link
Da Vinci
Getida
Bestbuy
Goflow
Mintsoft
iQor Cavite | March 2017 - May 2018
Answering customer inquiry about their account and bill.
Providing technical support
Processing sales
Basic collections processes for customers past due balance.
Assistant Logistics Manager
Bivma | August 2022 - July 2023
Coordinating Freight and Transportation
Inventory and warehouse management
Order Processing and Fulfillment
Documentation and Record Keeping
Supplier and Vendor Management
Reporting and Analisys
Asana, Microsoft Office, G-Suites, Getida, Amazon FBA,
Walmart Retail, Da Vinci, Outlook, Bestbuy, Goflow,
Mintsoft.
CSR - Citibank Reward and Services
Alorica | May 2016 - December 2016
Assisting customers enrollment to citibank rewards.
Tailor-fit rewards program to customers needs.
CSR - Hotel and Reservations
Teleperformance | November 2015 - May 2016
Assisted guest with their inquiry over the phone
Processed reservation, cancellation and modification
efficiently.
Sales Lead Specialist
CCS4U| May 2015 - November 2015
Answering outbound calls and selling joint braces to
be covered by health insurance.
Inside sales agent, closing sales lead transferred by
outbound sales agents.
Handled objections, negotiate terms and closed sales
in a professional and customer focused manner.
