Summary
Overview
Work History
Education
Skills
Websites
Certification
Hobbies and Interests
Work Availability
Accomplishments
Affiliations
Timeline
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Katherine Joy Sia

Katherine Joy Sia

Quezon City

Summary

Experienced CRM Engineer with over 13 years of proven success in managing, customizing, and optimizing CRM systems to boost operational efficiency and revenue growth. Adept at end-to-end CRM implementation, third-party integration, workflow automation, and leading cross-functional teams. Specialized in Salesforce and Zoho One Suite, with hands-on expertise in designing scalable CRM solutions that drive customer satisfaction, sales performance, and business process automation.

Overview

22
22
years of professional experience
1
1
Certification

Work History

CRM Engineer

Spa World Corporation
11.2024 - 06.2025
  • Assisted with conflict resolution during partnership negotiations and acquisitions.
  • Maintained statistical database of customers using Zoho One for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Gained strong leadership skills by managing projects from start to finish.
  • Proven ability to develop and implement creative solutions to complex problems.

Systems and Project Manager

TIKIMAN LTD
Mt. Manganui, Hawks Bay
01.2020 - 11.2024
  • Planned, designed, and scheduled phases for large projects.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Optimized data access and storage to improve performance of analytics systems.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Implemented business intelligence solutions to increase operational efficiency.
  • Developed complex dashboard and reporting tools to track business performance metrics.
  • Provided technical support for troubleshooting analytics and reporting issues.
  • Generated standard and custom reports to provide insights into business performance.

IT Analyst II - Coach

OPTUM GLOBAL SERVICES
Quezon City, PH
09.2015 - 12.2019
  • Responsible for conveying the company's Internal and External Messages.
  • Draft Written/Electronic Materials, prepare presentations and communicate with employees.
  • Managing and orchestrating all internal and external communications aimed at creating favorable point of view among employees on which the company depends.
  • Conceptualize, plan and Implement the Organization's internal and external communications.
  • Manage the publications and act as the Asst. EIC for the W.E.'s newsletter and Internal Publications.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.

CRM Engineer - Salesforce.Com

THE DESIGN PEOPLE
Pasig City, PH
08.2015 - 09.2015
  • Principal Cloud Success Technology Expert.
  • Overall responsibility for day-to-day Salesforce operation and maintenance.
  • Contribute on the technical side of business projects and create solutions to meet challenges (including performing detailed analysis of and business requirements).
  • Rapidly prototyped new data processing capabilities to confirm integration feasibility into existing systems.
  • Conducted data modeling, performance and integration testing.
  • Coordinated deployments of new software, feature updates and fixes.
  • Corrected, modified and upgraded software to improve performance.
  • Created proofs of concept for innovative new solutions.

CRM - Salesforce Escalations Manager

HINDUSTAT COMPUTER LIMITED, Inc.
Taguig City, PH
03.2013 - 04.2015
  • Represents the Philippine Site Globally in Pulse Calls and Operations' Strategical Planning and Business Requirements Updates and Implementation.
  • Top ranking for 8 months for Email Line of Business in CTS (Customer Service Satisfaction).
  • Partnered with Ops Director and Managers and ensure processes are aligned via audits and follow-throughs.
  • Work with management team to identify and evaluate market, new target clients.
  • Conduct research to identify new markets and customer needs.
  • Work with management team to develop and implement strategic sales plan.
  • Identify and evaluate specific new profitable business opportunities.
  • Achieve own sales target and lead team to achieve team target and/or overall company target.
  • Initiate and complete proposals and presentation for new business opportunities.
  • Work with internal teams to deliver outstanding presentation to capture profitable business opportunity.
  • To maintain an excellent client relationship with existing and potential client.
  • Supervising the team of Customer Service Supervisors and evaluate the workflow; coordinating work activities to accomplish call volume and meet the requirements in Operations; monitor the performance of team members based on the created monitoring standards; encourage and guide the team to perform and achieve the goals through team collaborations; development of skills and being a model employee within the organization, implement policies and supervise trainings.

Business Development Manager

PINNACLE GROUP OF COMPANIES
Singapore Campaign
08.2010 - 02.2012
  • Develop a growth strategy focused both on financial gain and customer satisfaction.
  • Conduct research to identify new markets and customer needs.
  • Arrange business meetings with prospective clients.
  • Promote the company's products/services addressing or predicting clients' objectives.
  • Prepare sales contracts ensuring adherence to law-established rules and guidelines.
  • Keep records of sales, revenue, invoices etc.
  • Provide trustworthy feedback and after-sales support.
  • Build long-term relationships with new and existing customers.
  • Develop E-level staff into valuable salespeople.

Subject Matter Expert - Sales Coach

ACCENTURE DELIVERY SERVICES, Inc.
Mandaluyong City, PH
06.2008 - 07.2010
  • Subject Matter Expert: for ISP-Moderate to Advanced IT troubleshooting, internet, mail configuration; assisted customers on how to's of the product (ISP).
  • Recommends coaching to Level 1 and 2 Analysts on call handling, Issue Resolution and Quality Assurance.
  • Assigned to deliver communications to Analysts on new process(es) or product and account update(s).
  • Performs Supervisory task when Team Leader is engaged to another chore.
  • Sales coach to meet team's daily sales target.

Sales Account Supervisor

ADVANCED CONTACT SOLUTIONS
Makati City, PH
03.2003 - 06.2008
  • Manage a team of Sales agents. Take calls that your agents can't handle and be available when an agent appears to need assistance.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Motivate and encourage agents through positive communication and feedback.
  • Being available to affect the entirety of the team's operations differentiates a supervisor from senior management.
  • To effectively build call center culture, the supervisor is responsible for 'on-the-floor' activities, and must be available to assist agents while they are 'on-the-floor.'
  • Senior management has a role that involves less floor time.
  • Administer training programs for new hires and existing staff.
  • Work with management on refining and scheduling appropriate training sessions.
  • Develop training documents that support call center operations.
  • Create residual training pieces to foster growth.
  • Develop contests, awards and themes that increase agents' loyalty and focus.

Education

Associate Degree - Instrumentation and Control Engineering Technology

PHILIPPINE ASIA COLLEGE OF SCIENCE AND TECHNOLOGY
05.2008

Bachelor of Science - Applied Physics

UNIVERSITY OF THE PHILIPPINES, LOS BAÑOS
02.2005

Skills

  • Campaign management
  • Customer segmentation
  • Customer relations
  • Performance tracking
  • Client onboarding
  • Client retention strategies
  • Communication skills
  • Conflict resolution
  • Business administration
  • Work Planning and Prioritization
  • Lead generation
  • Task delegation
  • Administration and reporting
  • Scheduling and coordinating
  • Positive attitude
  • Active listening
  • Team development
  • Team collaboration
  • Training and development
  • Professional and courteous
  • Preventive Maintenance
  • Analytical skills
  • Multitasking Abilities
  • Time management

Certification

  • Leadership Evaluation & Enhancement - Project Lead, 2012-11-01
  • Customer Interaction, 2012-09-01
  • Operations Manager Coaching Tactics, 2012-09-01
  • Geo Ambassador Excellence Training, HCL Technologies, 2012-06-01
  • Total Performance Management Evaluation, ICT participant, 2012-04-01
  • Operations & Client Service Training, 2013-02-01
  • Salesforce 201 Training Completed, 2013-06-01
  • Certified Salesforce.com System Administrator, 2013-06-01
  • Salesforce 211 Advanced System Administrator Training Completed, 2013-10-01
  • Certified Salesforce.com Advanced System Administrator, 2013-10-01
  • Risk Management, 2014-01-01
  • Global Anti-Corruption, 2015-09-01
  • Zoho Certified, 2023-01-01
  • Coaching Core, 2016-02-01
  • LEAN Six Sigma Training Completed, 2016-06-01
  • Service Now - EU and Technical Configuration - Training Completed, 2016-06-01
  • Fraud and Waste Management, 2016-02-01

Hobbies and Interests

Anything regarding innovation(s)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Achieved 65% Sales Increase by introducing Zoho One Platform for Leads Management tasks.
  • Resolved product issue through consumer testing.
  • Achieved Increased Rating from TrustPilot by implementing Zoho Desk and Zoho Survey across the Completions Department.

Affiliations

  • Zoho One
  • Salesforce.com

Timeline

CRM Engineer

Spa World Corporation
11.2024 - 06.2025

Systems and Project Manager

TIKIMAN LTD
01.2020 - 11.2024

IT Analyst II - Coach

OPTUM GLOBAL SERVICES
09.2015 - 12.2019

CRM Engineer - Salesforce.Com

THE DESIGN PEOPLE
08.2015 - 09.2015

CRM - Salesforce Escalations Manager

HINDUSTAT COMPUTER LIMITED, Inc.
03.2013 - 04.2015

Business Development Manager

PINNACLE GROUP OF COMPANIES
08.2010 - 02.2012

Subject Matter Expert - Sales Coach

ACCENTURE DELIVERY SERVICES, Inc.
06.2008 - 07.2010

Sales Account Supervisor

ADVANCED CONTACT SOLUTIONS
03.2003 - 06.2008

Associate Degree - Instrumentation and Control Engineering Technology

PHILIPPINE ASIA COLLEGE OF SCIENCE AND TECHNOLOGY

Bachelor of Science - Applied Physics

UNIVERSITY OF THE PHILIPPINES, LOS BAÑOS

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Katherine Joy Sia