Summary
Overview
Work History
Education
Skills
Certification
Software
Interests
Timeline
Generic
Katherine Joy Sia

Katherine Joy Sia

Quezon City

Summary

Eighteen years of progressive experience within the Service and BPO Industry with the skills to drive business growth, develop and maintain partnership with the clients and manage all aspects of daily business operations.


Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.


Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Project Based - 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
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
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.

Project Based - CRM Engineer - Salesforce.Com

THE DESIGN PEOPLE
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.
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
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.
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
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, LAGUNA
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, 11/01/12
  • Customer Interaction, 09/01/12
  • Operations Manager Coaching Tactics, 09/01/12
  • Geo Ambassador Excellence Training, HCL Technologies, 06/01/12
  • Total Performance Management Evaluation, ICT participant, 04/01/12
  • Operations & Client Service Training, 02/01/13
  • Salesforce 201 Training Completed, 06/01/13
  • Certified Salesforce.com System Administrator, 06/01/13
  • Salesforce 211 Advanced System Administrator Training Completed, 10/01/13
  • Certified Salesforce.com Advanced System Administrator, 10/01/13
  • Risk Management, 01/01/14
  • Global Anti-Corruption, 09/01/15
  • Zoho Certified, 01/01/23
  • Coaching Core, 02/01/16
  • LEAN Six Sigma Training Completed, 06/01/16
  • Service Now - EU and Technical Configuration - Training Completed, 06/01/16
  • Fraud and Waste Management, 02/01/16

Software

CRM (Zoho One, Salesforce, GHL, Active Campaign)

Project Management (Asana, Zoho Projects, Clay)

Operating System (Mac, Windows)

Mobile Application (iOS, Android)

Marketing and Campaign Tools (Mailchimp, Zoho Campaigns)

Sales Funnel (Clickfunnels, GHL)

Interests

Anything regarding innovation(s)

Timeline

Project Based - 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

Project Based - 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

Bachelor of Science - Applied Physics

UNIVERSITY OF THE PHILIPPINES

Associate Degree - Instrumentation and Control Engineering Technology

PHILIPPINE ASIA COLLEGE OF SCIENCE AND TECHNOLOGY

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