Sherie Mae Paguio
Mabalacat,Pampanga
Summary
Strategic Operations Leader with 14 years in BPO, specialising in telecommunications and insurance. Led multi-functional teams to enhance KPI performance and client satisfaction while implementing process improvements that streamline operations. Fostered a positive work environment, driving engagement and productivity across diverse teams.
Overview
1
1
Language
15
15
years of professional experience
Work History
Operations Leader
StaffBoom
05.2023 - Current
- Monitored KPIs, coached employees, and streamlined workflows to enhance team effectiveness.
- Oversaw 7 client accounts, managing 41 representatives to ensure client satisfaction.
- Recognised as Employee of the Month in August 2025 for delivering exceptional results.
Operations Supervisor / SME / CSR
iQor Philippines
01.2015 - 03.2023
- Promoted from SME to operations supervisor to oversee team performance and operational efficiency.
- Coached team members to improve KPIs and enhance overall service delivery.
- Completed leadership training programme to strengthen managerial capabilities and team leadership.
- Received Top Agent awards for exceptional performance in sales.
Outbound Agent
Cyber City Teleservices/ iQor 3
01.2012 - 01.2015
Education
BS - Community Development
Western Mindanao State University
Zamboanga City, ZASSkills
- Leadership
- Insurance Operations
- Process Improvement
- KPI Management
- Project Management
- Microsoft Excel
- Power BI
- Epic
- AMS360
- Betterview & Origami (Underwriting Tools)
- HawkSoft
- NowCerts
- Customer Service
- Technical Support
- Coaching
- Client relationship management
- Performance monitoring
- Workflow improvement
- Staff training
- Time management
- Strategic planning
Custom
- Employee of the Month, StaffBoom, 2025-08-01
- Top Agent, Sprint
- Top Agent, T-Mobile
Languages
English
Advanced
C1
Interests
- Watching Documentary Films
- Watching Educational Contents
- Watching historical Movies
- Reading Books (Enhancing Leadership)
Accomplishments
- Advanced from SME to Operations Supervisor quickly as result of high performance and for having top agent achievements with iQor.
Timeline
Operations Leader
StaffBoom
05.2023 - Current
Operations Supervisor / SME / CSR
iQor Philippines
01.2015 - 03.2023
Outbound Agent
Cyber City Teleservices/ iQor 3
01.2012 - 01.2015
BS - Community Development
Western Mindanao State University