SHEILA MAE R. CATUBAY

Telecommunication (Voice)

• Oversee daily operations and team performance to ensure key performance indicators (KPIs) and service level agreements (SLAs) are met.
• Manage and lead a team of supervisors and agents, providing coaching and development to foster a high-performance culture.
• Analyze performance data and trends to identify areas for improvement and implement strategies to optimize processes and efficiency.
• Collaborate with clients to maintain strong relationships, address concerns, and identify opportunities for service enhancement and growth.
• Develop and implement strategic initiatives to improve operational effectiveness, customer satisfaction, and overall account profitability.
• Ensure compliance with company policies, quality standards, and industry regulations by conducting audits and implementing corrective actions.
• Manage workforce planning and resource allocation to meet call volume forecasts and business needs.
• Drive employee engagement and motivation through recognition programs, effective communication, and a supportive work environment.

Telecommunication (Voice)

• Built and maintained strong relationships with key stakeholders across Operations, Quality, and Client Success teams to align strategies on sales performance and customer retention.
• Designed and executed tactical action plans and training programs to enhance Expert sales capability, customer experience, and retention results.
• Led cross-functional process improvement initiatives focused on sales efficiency, subscriber retention, and KPI optimization — leveraging cost/benefit and data analysis to drive measurable results.
• Partnered with Enablement and Support groups to develop and communicate incentive and recognition programs that increased team motivation and productivity.
• Collaborated with Learning & Development to design, implement, and deliver training materials for frontline leaders and Experts, fostering consistent performance behaviors.
• Worked closely with Operations and Sales leaders to deploy and evaluate sales initiatives, using real-time insights to adjust strategies for optimal outcomes.
• Partnered with Quality teams to safeguard customer experience and ensure contractual KPIs and SLAs were consistently achieved.
• Monitored financial and performance metrics to understand interdependencies and support data-driven decisions that improved account profitability.
• Delivered reports and presentations to senior leadership and clients to communicate progress, insights, and strategic recommendations.

Telecommunication (Voice and Non-Voice)

• Spearheaded the design and execution of robust Quality Assurance frameworks, establishing policies, procedures, and standards that elevated organizational compliance and performance consistency.
• Led comprehensive audit programs to ensure full adherence to internal controls and industry quality benchmarks, driving accountability across teams.
• Streamlined production and operational processes, implementing efficiency improvements that reduced errors, improved accuracy, and enhanced overall productivity.
• Proactively initiated and executed corrective action plans, addressing quality gaps and reinforcing product reliability and customer satisfaction.
• Performed detailed root cause analyses (RCA) to identify systemic issues, developing sustainable solutions that minimized recurrence and improved process resilience.
• Partnered with Training and Operations leaders to design and deploy innovative quality improvement and customer experience enhancement initiatives, strengthening frontline execution and service excellence.

Telecommunication (Voice)

• Develop, implement, and monitor sales strategies that meet and exceed revenue, conversion, and retention targets.
• Analyze key performance indicators (KPIs) and business trends to identify opportunities, optimize sales processes, and ensure consistent achievement of goals.
• Provide regular coaching and performance feedback to team leaders and agents, focusing on sales techniques, customer experience, and results-driven behaviors.
• Partner with cross-functional teams including Quality, Training, and Operations to align initiatives that improve customer satisfaction and business outcomes.
• Prepare and present performance reports, insights, and action plans to senior leadership, highlighting progress and strategic recommendations.
• Ensure that all sales and engagement activities maintain a strong focus on customer value, satisfaction, and long-term loyalty.

Telecommunication (Voice and Non-Voice)

• Designed, developed, and delivered end-to-end training programs for new hires, significantly enhancing communication proficiency, product knowledge, and customer engagement, resulting in improved operational performance and client satisfaction.
• Facilitated ongoing coaching, skills enhancement sessions, and performance workshops for both new and tenured employees, fostering a culture of continuous learning, accountability, and service excellence.
• Conducted high-impact virtual training sessions via Adobe Connect and Webex, leveraging interactive techniques and multimedia resources to drive participant engagement and maximize knowledge retention.
• Collaborated with operations and quality assurance teams to identify training needs, analyze performance gaps, and design targeted interventions that boosted key performance metrics across voice and non-voice campaigns.
• Maintained comprehensive training documentation, progress tracking, and post-training evaluations to ensure program effectiveness and alignment with organizational objectives.

Telecommunication (Non-Voice)

• Provide timely and professional support to customers via chat, addressing inquiries related to billing, technical issues, account management, and product information.
• Troubleshoot and resolve customer problems efficiently, escalating complex issues to the appropriate department when necessary to ensure prompt resolution.
• Educate customers on new products, services, and promotions, and identify opportunities to upsell or cross-sell to enhance their experience and increase revenue.
• Maintain accurate and detailed records of customer interactions and transactions within the company's CRM system.
• Adhere to company policies and quality standards in every chat interaction to ensure a high level of customer satisfaction and brand integrity.

Telecommunication (Voice)

• Resolved complex billing inquiries and disputes, consistently achieving high customer satisfaction scores and enhancing the overall customer experience.
• Proactively managed accounts to drive service innovation and foster long-term customer loyalty.
• Boosted revenue by effectively upselling and cross-selling relevant products and services.
• Delivered rapid issue resolution by providing expert troubleshooting support, minimizing customer downtime.
• Optimized the customer journey by conducting seamless sales and ordering transactions, resulting in a positive and efficient experience.
• Reduced customer churn through the implementation of effective escalation management strategies, ensuring a high rate of customer retention.