SHEILA MARIE MIRANDA-FABRO
Executive Virtual Assistant | Project & Operations Management
Mabalacat City
Summary
Seasoned Customer Service, Operations, and Virtual Assistance professional with over 20 years of experience across Telecommunications, Card Services, Real Estate, and Logistics. Strong background in people management, auditing, coaching, training, and process improvement. Highly organized, tech-savvy, and proactive, with proven expertise in executive support, project coordination, CRM management, and client relationship handling.
Overview
20
20
years of professional experience
2
2
Certifications
Work History
Service Delivery Team Lead
Peak Support
08.2021 - Current
- Lead and manage a team of 10 associates
- Monitor and improve SLA & KPI performance (CSAT, TPH, QA)
- Conduct coaching, performance reviews, and action planning
- Coached, led and developed drivers to support sales organization and improve daily productivity via gate-to-gate route rides.
- Reduced customer complaints by addressing concerns promptly and implementing corrective measures for improved service quality.
- Spearheaded recruitment efforts for hiring top talent in delivery roles, ensuring adequate staffing levels during periods of peak demand or employee turnover.
- Improved delivery efficiency by streamlining processes and implementing effective route planning strategies.
Virtual Assistant
Business Facilitating Inc.
08.2021 - 01.2025
- Managed Partner Status reports and upheld the highest standard of confidentiality when handling sensitive information related to clients' personal or business affairs such as gross revenues.
- Import invoices and generate billing repairs to ensure accurate weekly partner billing
- Resolve partner tickets related to claims, loss, damage, reroutes, and supply requests
- Maintain detailed records and ensure timely issue resolution
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
- Maintained a well-organized database system for improved information accessibility in daily operations.
Coach / Team Leader / Product Trainer
Sitel Baguio
09.2014 - 08.2021
- Managed 12-16 associates ensuring SLA and KPI adherence
- Delivered classroom, on-floor, and 1:1 coaching sessions
- Facilitated training programs for new hires and tenured agents
- Led process improvements and project initiatives
- Enhanced team performance by developing and implementing effective coaching strategies.
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
Executive Team Manager
Firstsource Solutions Ltd.
01.2012 - 09.2014
- Managed 13-20 associates and ensured high-quality service delivery
- Oversaw agent-level performance metrics and quality standards
- Improved overall team performance with regular coaching, mentoring, and employee development initiatives.
- Championed innovation within the organization by encouraging creative problem-solving approaches among employees.
- Oversaw daily operations, ensuring adherence to regulatory requirements, organizational policies, and industry standards.
- Mentored employees to help improve skills and enable team members to become peak performers on job.
Policy Compliance Auditor / CyberResponse Billing Escalations
Convergys Philippines
08.2005 - 12.2012
- Sole Policy Compliance Auditor for DIRECTV Digital Care (Email Support)
- Ensured QA compliance and revenue protection across multiple sites
- Leveraged data analytics tools to enhance audit efficiency and accuracy, generating valuable insights to drive continuous improvement efforts.
- Conducted regular follow-up audits to verify that previously identified issues were effectively resolved or mitigated.
- Facilitated open discussions with process owners regarding identified deficiencies, encouraging collaborative problem-solving efforts toward resolution.
- Analyzed all audit results and resolved all compliance issues.
- Supported the development of company-wide policies and procedures in alignment with industry standards and legal requirements.
Education
AB - Communication Arts
University of Santo Tomas
01.2005
Skills
Executive & Administrative Support
Certification
Virtual Pilipinas, 2025, Project Management (Trello, Asana, ClickUp), CRM Tools (HubSpot, Monday.com, Sales Navigator), Social Media Content Creation (Canva), Remote Team Communication (Slack, Zoom)
Tools And Platforms
- Google Workspace
- MS Office Suite
- Trello
- Asana
- ClickUp
- Monday.com
- Notion
- HubSpot
- Sales Navigator
- Slack
- Zoom
- Microsoft Teams
- Skype
- Canva
- Calendly
- Outlook
Timeline
Service Delivery Team Lead
Peak Support
08.2021 - Current
Virtual Assistant
Business Facilitating Inc.
08.2021 - 01.2025
Coach / Team Leader / Product Trainer
Sitel Baguio
09.2014 - 08.2021
Executive Team Manager
Firstsource Solutions Ltd.
01.2012 - 09.2014
Policy Compliance Auditor / CyberResponse Billing Escalations
Convergys Philippines
08.2005 - 12.2012
AB - Communication Arts
University of Santo Tomas