Shella Mae Jumao-as
Cebu City
Summary
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
11
11
years of professional experience
1
1
Certification
Work History
Dispatch - Sub Contractor
Broadband Construction Services Inc.
05.2023 - Current
- Coordinated dispatch operations to ensure timely delivery and efficient route management.
- Collaborated with field service technician to address issues and ensure adherence to safety regulations.
- Developed and implemented process improvements that increased response times for service requests.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, and routing.
Technical Support Engineer
CTC BPO Inc.
07.2014 - Current
- Customer Service - Dispatcher (2014-2017)
- Conducted routine maintenance on machinery, enhancing reliability and extending equipment lifespan.
- Managed HSIA and Telco support (2017-2019)
- Diagnosed network connectivity problems, implementing effective solutions to restore service quickly.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Managed Service Delivery Team (2019-present)
- Coordinated service delivery processes to enhance operational efficiency and customer satisfaction.
- Managed communication between clients and service teams, ensuring alignment on project objectives and timelines.
- Developed and maintained service level agreements (SLAs) to optimize performance and accountability.
- Analyzed client feedback to identify areas for enhancement in service offerings and execution strategies.
- Trained new staff on best practices in service coordination, fostering a collaborative team environment.
- Developed strong relationships with clients and vendors, resulting in improved service satisfaction levels.
Education
Bachelor of Tourism Management -
Cebu Normal University
03.2014
Skills
- Teamwork
- Decision Making
- Leadership
- Communication Skills
- Interpersonal Skills
- Attention to detail
- Customer service
- Time management
Certification
- EQ Workshop (04/2018)
- Career Development (09/2014)
- Starting on the Right Foot: Attitude, Personality and Credentials and Preparing for Virtual Intercultural Workplace (02/2012)
- Championing R.A.C.E: Public Service Excellence at Full Speed (09/2011)
- The Role of the Hospitality Worker in a Dynamic Workplace and Tourism’s Natural Resources, Cebu’s Pride (09/2010)
LANGUAGES
English - Full Professional Proficiency
Tagalog - Professional Working Proficiency
Timeline
Dispatch - Sub Contractor
Broadband Construction Services Inc.
05.2023 - Current
Technical Support Engineer
CTC BPO Inc.
07.2014 - Current
Bachelor of Tourism Management -
Cebu Normal University
INTERESTS
design, networking, video games, basic calligraphy
AWARDS
Top QIS (Quality Information System) Scorer (04/2020) - CTC BPO Inc, Top Call Drills (02/2020) - CTC BPO Inc., Top agent of the month - March (04/2017), 100% Quality Assessment (06/2019) - CTC BPO Inc.