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Shiela M. — Mid-Level Customer Support Specialist from Philippines

Shiela M.

Mid-Level Customer Support Specialist

Philippines 1-2 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Shiela Marie A. is an experienced Customer Support Agent specializing in technical support and client relations within the business process outsourcing and logistics industries. At Concentrix CVG Philippines, she progressed from Advisor I (Tier 1 Chat Support) to Advisor II (Tier 2 Email Support), where she expertly resolves social account issues, device troubleshooting, and order management using Salesforce and related software. Shiela Marie upholds strict protocols for handling sensitive customer data, ensuring fraud prevention and privacy compliance. Previously at OCS ANA Group – Republic Courier Service, she managed data entry, prepared export documents, tracked international shipments, and engaged in comprehensive administrative support. She demonstrates advanced data entry, technical troubleshooting, and customer communication skills across email, chat, and phone channels.

Experience

  • Advisor II (Tier 2 Email Support)

    Concentrix CVG Philippines, Inc. · 2024 — Present
    Address concerns and inquiries regarding social accounts, troubleshoot devices, manage orders, and support offered services using Salesforce and related software. Ensure careful handling of sensitive customer data to prevent fraud and impersonation while adhering to strict data privacy protocols.

  • Customer Service Officer

    OCS ANA Group – Republic Courier Service Inc. · 2020 — 2024
    Organize administrative files, manage the social media page, and supply clients with necessary services. Collect and analyze client feedback, send company profiles and proposals to potential clients, and maintain organized records. Facilitate applicant interviews and complete various administrative tasks.

  • Export Staff

    OCS ANA Group – Republic Courier Service Inc. · 2017 — 2020
    Responsible for data entry related to exports, organizing manifests and international invoices, as well as monitoring flight schedules and tracking outbound shipments. Prepare delivery status reports and address client queries and complaints through multiple communication channels.

  • Encoder

    OCS ANA Group – Republic Courier Service Inc. · 2016 — 2017
    Encode files, process paperwork, and print and issue manifests while assisting with office management and clerical tasks.

  • Customer Support Agent (CSA), Technical Support / Chat & Email Support

    Concentrix CVG Philippines, Inc.
    Manage cross-tier support escalations and assist with application and game functionality. Provide articles and resources for clients seeking accurate self-service solutions.

Skills & Expertise

Office and AdminTechnical Support SpecialistCustomer ServiceData Entry SpecialistCustomer Service Representative

Education

  • BS Information Technology
    AMA Computer College · 2014 — 2017
  • BS Computer Engineering
    Eulogio “Amang” Rodriguez Institute of Science & Technology · 2011 — 2014
  • Secondary Education
    World Citi Colleges · 2007 — 2011
  • Primary Education
    Mt. Moriah Christian Academy · 2001 — 2007

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