Sheena C.
Senior Customer Support and Operations Manager
Open to offersNew to PlatformAbout
Sheena C., based in Laguna, Philippines, is a seasoned Sales and Customer Service Professional with 16 years of experience primarily in customer service, technical support, and leadership within the e-commerce, SaaS, finance, and digital marketing sectors. Holding an educational background from the Asian Institute of Computer Studies and Systems Plus Computer College Foundation, Sheena has demonstrated remarkable proficiency in handling multilingual teams, boosting customer satisfaction, and optimizing operational workflows. She has held pivotal roles such as Team Leader at iHerb, where she led support teams and handled escalations, and Customer Success Manager at Vegan Fit For Life, focusing on customer retention and communication. Notable for her strategic vision, she has also managed projects and sales operations at MyAdCenter and led remote teams effectively during her tenure as Agency Owner at Upwork. Her adeptness with CRM Tools and project coordination further solidifies her as a capable leader in international customer-centric operations.
Experience
Team Leader
iHerb · 2023 — 2026Led support teams with multilingual capabilities, ensured KPI monitoring, addressed escalations, and focused on enhancing customer satisfaction.Class Coordinator
Micropigmentation Academy · 2023 — 2024Coordinated schedules and provided support to students while managing administrative operations for the training programs.Customer Success Manager
Vegan Fit For Life · 2023 — 2023Oversaw onboarding processes, facilitated customer retention efforts, and maintained client communication for wellness customers.Customer Service & Sales Manager
Marry From Home · 2022 — 2023Managed operations related to customer service, provided sales support, and coordinated remote teams.Project & Sales Manager
MyAdCenter · 2022 — 2023Handled project management tasks, maintained client communication, and oversaw sales operations for digital marketing campaigns.Business Development Assistant
Guardia One LLC · 2022 — 2022Contributed to lead generation activities, engaged in client outreach, and supported business development efforts.Scrum Master
Paragon EU · 2022 — 2022Facilitated agile workflows, coordinated team efforts, and tracked project progress.Agency Owner / Operations Manager
Upwork · 2019 — 2022Managed operations for freelancing, oversaw remote teams, and handled client acquisition alongside project delivery.Sales Assistant to CEO & COO
APIWORX · 2021 — 2022Assisted in executive operations, engaged in sales activities, and maintained client communications.Sales & Support Manager
MyAdCenter Inc · 2020 — 2021Directed support teams, addressed escalated issues, and enhanced customer service processes.Virtual Assistant / Admin
ShelfX Pte Ltd · 2019 — 2019Performed administrative tasks, facilitated scheduling, and provided client support functions.Senior Agent
iQor · 2018 — 2019Delivered customer support and addressed escalations in a high-volume operation.Senior Sales Representative
TSD Global Services · 2017 — 2018Handled inbound sales calls while providing customer-focused solutions.Technical Support Representative
Google Services · 2016 — 2017Provided technical troubleshooting and customer support for Google-related services.Customer Care Professional III
FIS Global - American Express · 2014 — 2016Managed inquiries related to billing, supported accounts, and resolved customer issues.Sales & Billing Representative II
Convergys · 2013 — 2014Handled customer concerns regarding billing, managed accounts, and provided sales support.Assistant Supervisor / SME
TeleTech · 2011 — 2013Supported coaching within the team, addressed escalations, and supervised operations.Sales Representative
Sutherland Global Services · 2010 — 2011Managed inquiries related to sales and provided various customer support services.
Skills & Expertise
Education
- Business Information ManagementAsian Institute of Computer Studies
- Hotel & Restaurant ManagementSystems Plus Computer College Foundation