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

Shiela M.

Mid-Level SaaS Customer Support Specialist

Philippines 2-3 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Shiela M., a seasoned Virtual Assistant with a robust background in technical support and high-level administration, utilizes her Advanced Diploma in Information Technology from Informatics Academy to excel in remote roles. She has managed critical processes as an Account Manager at HighLevel, steering the DFY team to deliver automation projects for premium clients. Her expertise extends to software platforms including Zendesk, HubSpot, and GoHighLevel. Shiela's proficiency also encompasses designing and implementing AI systems at ClientAcquisition.io to streamline workflows. Her past contributions at companies like IBEX Global and Alorica Philippines highlight her capability to lead teams and drive operational efficiency in e-commerce and healthcare sectors. With a history of exceeding sales targets at APAC Customer Services, she marries technical know-how with exceptional customer service skills.

Experience

  • Account Manager - DFY Premium Clients

    Agency Owners Support for HighLevel · 2025 — 2026
    Led the Done-For-You (DFY) team in managing build requests, which included automations, funnel and website builds, forms, and A2P approvals. Oversaw the onboarding process for Premium clients, providing detailed walkthroughs of the HighLevel platform and its features. Collaborated with agency owners to deliver quality builds and achieve results for their clients.

  • Systems Integrator

    ClientAcquisition.io · 2025 — 2026
    Designed and implemented AI systems and automation workflows using GoHighLevel (GHL) and Make (Integromat). Optimized integrations across different platforms to improve operational efficiency. Resolved system issues to maintain seamless automation processes.

  • CSR-2 (Customer Support Representative)

    HighLevel · 2024 — 2025
    Assisted with escalated inquiries related to CRM platforms, including website development, domain setup, automations, and sales funnels. Provided troubleshooting and resolutions through live chat and Zoom. Facilitated smooth client onboarding and ensured customer satisfaction through tailored technical support.

  • Virtual Assistant (SaaS)

    Passion.io · 2022 — 2024
    Delivered real-time technical support via Zendesk, GHL, and HubSpot, managing Tier-2 escalations. Diagnosed and troubleshot complex technical issues, providing accurate and prompt resolutions. Updated internal knowledge bases to improve workflow efficiency.

  • Referral Coordinator (Healthcare)

    Support Office Staff · 2023 — 2023
    Managed patient referrals and pre-authorizations for Physical Therapy and Acupuncture treatments. Coordinated and confirmed appointments with Providers while ensuring alignment with medical necessity. Enhanced communication among patients, physicians, and insurance providers.

  • Team Leader – E-commerce

    IBEX Global Philippines · 2019 — 2022
    Managed a team of advocates who addressed escalated and follow-up cases to ensure timely resolutions. Developed strategic plans aimed at enhancing productivity and operational efficiency. Analyzed client reports and team metrics to identify opportunities for process improvements.

  • Assistant Team Manager – Healthcare

    Alorica Philippines · 2015 — 2019
    Trained new healthcare agents and provided coaching to enhance their performance and accuracy. Managed supervisor-level calls, callbacks, and email follow-ups regarding complex claim inquiries. Conducted thorough research on intricate healthcare claims to ensure resolutions were accurate.

  • Communications Specialist

    EGS Philippines · 2014 — 2015
    Created and executed internal events designed to boost employee engagement. Managed communications across all company locations, ensuring consistent messaging. Planned and coordinated logistics for corporate and employee activities from ideation through execution.

  • Sales Associate

    APAC Customer Services, Inc. · 2010 — 2014
    Assisted customers with hotel, car, and flight bookings for a U.S.-based travel platform. Specialized in selling opaque-model reservations to provide competitive pricing. Met and surpassed regular sales targets while maintaining high customer satisfaction.

Skills & Expertise

YouTube SpecialistCustomer ServiceCustomer SupportXeroVirtual Conference Coordinator

Education

  • Advanced Diploma in Information Technology
    INFORMATICS ACADEMY · 2007 — 2009