Sheenna Leih Pantaleon
Administrative Assistant
Minglanilla, Province of Cebu
Summary
Dynamic administrative professional with a robust background in office management, scheduling, and effective communication. Expertise in managing multiple tasks efficiently to ensure seamless operations and exceptional support for executive teams. Strong advocate for team collaboration and adaptability to evolving needs, consistently driving the achievement of organizational goals. Recognized for reliability and ability to cultivate a positive work environment that enhances productivity and morale.
Overview
20
20
years of professional experience
5
5
Certifications
Work History
NOC Supervisor
Calltek
06.2023 - Current
- Implemented effective escalation policies ultimately contributing towards improved crisis management strategies within the company.
- Managed the resolution of complex technical issues for better network reliability and customer satisfaction.
- Improved network efficiency by monitoring and optimizing the performance of telecommunications systems by up to 80%.
- Coordinated with multiple departments to ensure seamless service delivery for clients.
- Implemented incident management protocols, expediting issue resolution and reducing customer complaints.
- Oversaw timely response to critical incidents, minimizing downtime and maintaining service levels from 80 to 90% by the end of 2025.
- Utilized advanced analytical tools to identify trends in network performance data, driving strategic decision-making processes.
NOC Team Leader
Calltek
06.2017 - 05.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved quarterly individual performance score of 81%.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
NOC Engineer
Calltek
03.2015 - 06.2017
- Provided remote troubleshooting and technical support for hotel network systems.
- Maintained high service uptime through proactive monitoring and quick issue response.
- Logged and documented 100% of incidents in CRM for accurate tracking.
Technical Support Representative
Calltek Center International
03.2006 - 08.2014
- Handled 40-60 inbound customer inquiries daily with strong first-call resolution.
- Consistently met performance targets while maintaining high satisfaction ratings.
- Maintained detailed CRM records and clear communication with clients.
Education
No Degree - College of Psychology
University of San Jose Recoletos
Cebu City, Province Of Cebu, Philippines 04.2001 -
Skills
Administrative Support
Certification
Ruckus One Certification
Timeline
NOC Supervisor
Calltek
06.2023 - Current
NOC Team Leader
Calltek
06.2017 - 05.2023
NOC Engineer
Calltek
03.2015 - 06.2017
Technical Support Representative
Calltek Center International
03.2006 - 08.2014
No Degree - College of Psychology
University of San Jose Recoletos
04.2001 -
Tools & Systems
- Google Workspace
- CRM Platforms
- Reporting Dashboards
- Salesforce
- Zendesk
- Microsoft Office
- Email Management Systems