Sheena R.
Mid-Level Technical Support Specialist
Open to offersNew to PlatformAbout
Sheena C. is an experienced professional specializing in customer service, technical support, and team leadership, with a background spanning the telecommunications, financial services, legal services, education (ESL), and retail industries. In roles such as Tier 2 Escalation Technical Support at Alorica Philippines for a Google Fi telco account, she handled complex troubleshooting and remote assistance, swiftly resolving software and network issues. As a Team Leader for Fiserv’s financial account at Virtual Staffing Solutions and for T-Mobile and Kohls retail accounts at Teleperformance, Sheena C. monitored performance, coordinated team workflows, and mentored staff for increased productivity. Her experience extends to HR and operations management in outbound campaigns and ESL teaching, where she enhanced onboarding processes, implemented standardized reporting, and provided live personalized feedback to students. She consistently applies her expertise in performance monitoring, technical troubleshooting, and remote support to optimize service reliability and operational efficiency.
Experience
Tier 2 Escalation Technical Support – Chat & Voice
Alorica Philippines · 2025 — 2026Diagnosed complex software issues to quickly restore system functionality, thereby enhancing service reliability and reducing disruptions for end users.Team Leader - CSR Voice
Virtual Staffing Solutions · 2024 — 2025Coordinated communication across teams to streamline workflows, which enhanced team responsiveness and improved project delivery timelines.Customer Support – Chat & Voice
VXI · 2022 — 2023Monitored chat interactions to identify recurring issues, facilitating timely feedback that led to improved customer satisfaction and response accuracy.Account & HR Manager – Outbound & ESL Campaigns
Eyecom Infotech Solutions · 2021 — 2022Streamlined the processes for employee onboarding and training to enhance engagement and reduce time-to-productivity across various departments.Operations Manager – Outbound & ESL Campaigns
AB Outsourcing Services · 2019 — 2021Implemented standardized reporting procedures, which fostered operational transparency and supported quicker decision-making within multiple departments.ESL Teacher (Part Time)
Freelance Online · 2020 — PresentProvided personalized feedback during live sessions, promoting student speaking fluency and improving overall learner satisfaction in an online environment.Team Leader - CSR Voice
Teleperformance · 2017 — 2019Guided team members in skill development and collaboration, leading to increased project adaptability and enhanced overall team engagement.Technical Support – Voice
Concentrix · 2017 — 2017Addressed network connectivity issues through systematic troubleshooting, thereby boosting overall user productivity and minimizing operational disruptions.
Skills & Expertise
Education
- Bachelor in Secondary Education Major in EnglishInstitution not specified · 2004 — 2010
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