Sheila M.
Senior Customer Experience Specialist
Open to offersNew to PlatformAbout
Sheila Marie D. is a seasoned Customer Experience Specialist with over seven years supporting SaaS, eCommerce, fintech, subscription, and property/field service platforms. She has excelled in high-volume, multi-channel environments, consistently exceeding KPIs in roles spanning client support, account coordination, and customer engagement. Her expertise includes CRM management, ticket escalation, and SLA compliance, utilizing platforms such as Salesforce, HubSpot, Zendesk, Jira, Shopify, and QuickBooks. Sheila Marie D. has managed remote operations with robust backup infrastructure, contributed to process optimization, and ensured data accuracy across diverse business contexts. Her experience also covers internal workflow streamlining, personalized customer retention, and meticulous documentation, underpinned by certifications in QuickBooks Online, TESOL, Agile Project Management, and Customer Relationship Management.
Experience
Client Support Specialist
SMA Support Services · 2025 — 2026Provided email and chat support to ensure smooth service coordination, focusing on client satisfaction through prompt resolutions and detailed documentation.Customer Engagement Specialist (Chat-Based)
Independent Contractor · 2025 — 2026Handled high-volume chat support for subscription-based digital platforms, surpassing engagement and response standards.Customer Support Representative
Just Press One · 2025 — 2025Provided multi-channel support including email, chat, and phone, efficiently addressing escalations in a dynamic setting.Account Coordinator
ConvertDigital · 2023 — 2024Communicated with multiple clients via email to clarify project deliverables and timelines, while standardizing documentation to enhance internal workflows.Customer Support Representative
ShopSolarKits · 2021 — 2023Delivered Tier 1 & 2 chat and email support for inquiries related to billing, shipping, and products, adhering to company SLA standards.Email Support Representative
Concert8 · 2020 — 2021Managed a high volume of email tickets and escalations, consistently achieving SLA targets while producing documentation to facilitate internal collaboration.Online English Tutor
E.Link Language School · 2018 — 2020Designed tailored online lessons to enhance grammar, pronunciation, and conversational fluency, achieving high engagement levels through personalized instruction.Customer Support Representative
Teleperformance Philippines · 2017 — 2018Provided assistance to U.S.-based customers on billing and service inquiries through phone interactions, while adhering to quality standards.Online English Tutor
ABC 360 · 2016 — 2016Conducted interactive online lessons focused on improving conversational skills and grammar, adapting materials for varying proficiency levels.Customer Support Representative
Sitel Philippines · 2014 — 2015Delivered support for financial and banking accounts, educating customers about dispute resolution and account security procedures.
Skills & Expertise
Education
- Bachelor of Science in Hotel and Restaurant ManagementPhilippine Women’s University
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