Ciela Santiago
Manila, Philippines
Summary
Results-driven and strategic leader with extensive experience managing global teams and driving operational excellence in the customer support and services industry. Adept at optimizing processes, fostering a customer-centric culture, and leading cross-functional initiatives to enhance productivity, service quality, and client satisfaction. Proven track record of scaling teams, improving performance metrics, and delivering actionable insights that align with business goals. Skilled in implementing innovative solutions to drive both employee engagement and business growth. Passionate about developing talent and creating high-performing teams that exceed expectations in fast-paced, results-oriented environments.
Overview
13
13
years of professional experience
Work History
Operations Manager, Philippines
Delinea Software Inc.
07.2019 - Current
- Directed Philippine site operations across diverse functions, including Technical Support, Customer Relations, Renewals, IT Admin, Cloud Admin, and Customer Success, to drive cohesive performance and alignment with corporate goals.
- Scaled team headcount by 86% over five years, implementing business methodologies tailored to evolving customer and market needs, fostering significant growth and adaptability.
- Oversaw 59% of the global support organization (comprising 74 team members) serving both transactional and enterprise clients, ensuring seamless support and customer satisfaction.
- Achieved SLA targets and KPIs while exceeding customer expectations, leveraging process optimization and streamlined escalation policies to enhance operational efficiency and align with core values.
- Analyzed support trends to drive strategic improvements, reducing high-severity incidents and proposing cutting-edge technology solutions to executive stakeholders.
- Cultivated a high-performance team culture by coaching and empowering employees to overcome challenges, enhancing productivity, and boosting morale.
- Managed strategic partnerships with local Philippine vendors for site operations, workplace expansion, talent acquisition, payroll, and compliance with local legal standards.
Business Development Consultant
Transnational E-Business Solutions Inc.
02.2019 - 07.2019
- Cultivated and managed client relationships, assessing needs and meeting service expectations to drive satisfaction and retention, while building a strong lead pipeline through networking with local and international organizations to support business growth.
- Delivered compelling presentations to C-level executives on key offerings (HRMS - Thread, Outsystems, IT Outsourcing), developing customized solutions that resulted in closed contracts and long-term client satisfaction.
Customer Support Manager
Metalogix Inc.
04.2016 - 12.2018
- Directed and empowered a global team of Customer Support Representatives across Slovakia, the U.S., and the Philippines, fostering a culture of excellence and consistently delivering outstanding customer experience.
- Provided strategic coaching, support, and development opportunities to drive engagement and peak performance, conducting regular check-ins and performance reviews to align with team and organizational goals.
- Established and tracked clear service level targets, delivering on metrics while cultivating a high-performance team environment rooted in accountability and continuous improvement.
- Championed the customer experience at every stage, delivering data-driven insights and actionable recommendations to product teams for meaningful impact on product and service enhancements.
- Collaborated with cross-functional leaders in a dynamic, fast-paced setting, building alignment and leveraging shared insights to enhance service quality and operational efficiency.
Lead
LMS Logistics
04.2014 - 04.2016
- Managed a team responsible for tracking and monitoring logistics and fulfillment operations across the U.S. and Canada, ensuring smooth and efficient supply chain processes.
- Coordinated closely with external partners, including warehouses, couriers, call centers, and suppliers, to maintain seamless communication and uphold service standards.
- Identified operational inefficiencies and developed targeted optimization strategies to enhance productivity and responsiveness.
- Implemented scalable, effective processes to support company growth, aligning logistics and fulfillment practices with expansion goals.
Support Associate
VXI Global Holdings Inc.
07.2012 - 04.2014
- Managed online money transfer inquiries and conducted fraud analysis for Western Union customers across the UK, Ireland, Australia, and New Zealand, ensuring secure and efficient service delivery.
- Consistently met quality and time-sensitive call center metrics, handling inbound calls with a focus on delivering an exceptional customer experience and maintaining high standards of accuracy and responsiveness.
Process Associate
Tata Consultancy Services
11.2011 - 07.2012
- Assisted the setup of the Collections Department for Australian Gas and Light Inc. (AGL) in Manila, collaborating closely with the AGL team to define business requirements and establish operational processes.
- Partnered with AGL stakeholders to ensure alignment with productivity and accuracy standards, driving efficient workflows to meet organizational objectives.
- Provided data-driven insights and strategic recommendations to support company-wide goals, prioritizing initiatives that enhanced process efficiency and overall performance.
Education
Emerging Leaders Program -
Asian Institute of Management
05.2023
Bachelor of Science - Hospitality Management
Asia Pacific College of Advanced Studies
03.2011
High School Diploma -
St. Scholastica's Academy
03.2007
Skills
- Operational Excellence
- Strategic Leadership
- Customer Advocacy and Experience
- Global Team Coordination and Management
- Process Optimization and Improvement
- Problem-Solving and Crisis Management
Timeline
Operations Manager, Philippines
Delinea Software Inc.
07.2019 - Current
Business Development Consultant
Transnational E-Business Solutions Inc.
02.2019 - 07.2019
Customer Support Manager
Metalogix Inc.
04.2016 - 12.2018
Lead
LMS Logistics
04.2014 - 04.2016
Support Associate
VXI Global Holdings Inc.
07.2012 - 04.2014
Process Associate
Tata Consultancy Services
11.2011 - 07.2012
High School Diploma -
St. Scholastica's Academy
Emerging Leaders Program -
Asian Institute of Management
Bachelor of Science - Hospitality Management
Asia Pacific College of Advanced Studies
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