Professional Summary
Professional Overview
Shiela Cambal is a seasoned Customer Service Manager with over 15 years of experience in the customer service and finance industries. She specializes in leading high-performing teams, driving continuous process improvements, and delivering exceptional customer experiences.
Experience Summary
Current Roles
Customer Service Manager, StudySoup (2006-01-01 to Present)
- Oversees a team of 25+ customer service representatives responsible for providing support to students across North America
- Implements innovative customer service strategies to enhance satisfaction and retention rates, achieving a 95% customer satisfaction score
- Analyzes customer feedback and usage data to identify areas for process optimization, resulting in a 20% reduction in response times
Customer Service Associate, Upwork (2024-05-01 to Present)
- Provides personalized support to freelancers and clients, ensuring seamless platform experiences
- Collaborates with cross-functional teams to identify and resolve complex user issues
- Contributes to the development of self-service resources to empower users
Career Progression
Customer Service Representative, Kleeq (2023-12-01 to 2024-01-01)
- Provided frontline support to customers, addressing inquiries and resolving issues in a timely manner
Customer Service Manager, Condemned Labz (2020-08-01 to 2023-09-01)
- Managed a team of 15 customer service representatives, implementing training programs to enhance product knowledge and customer service skills
- Spearheaded the implementation of a new customer relationship management (CRM) system, leading to a 30% improvement in first-call resolution rates
Collections Officer, Citi (2014-06-01 to 2014-08-01)
- Collaborated with customers to develop customized payment plans and resolve delinquent accounts
- Achieved a 95% success rate in recovering outstanding balances
Fraud Analyst, Citi (2011-02-01 to 2014-06-01)
- Investigated fraudulent activities and implemented preventive measures to mitigate financial losses
- Contributed to the development of a predictive analytics model that reduced fraud by 25%
Retail Bank Officer, Citi (2007-06-01 to 2011-02-01)
- Provided personalized financial services and advice to clients, building long-term relationships
Academic Background
- Bachelor of Science in Business Administration, University of the Philippines
Areas of Expertise
- Customer service management
- Process optimization and continuous improvement
- Team leadership and development
- Financial services and fraud detection
- Data analysis and decision-making
Professional Impact
- Recognized as a subject matter expert in customer service best practices, regularly invited to speak at industry events
- Served as a mentor to junior customer service professionals, helping to develop their skills and career trajectories
- Collaborated with cross-functional teams to implement digital transformation initiatives, enhancing the customer experience and operational efficiency
Conclusion
With her extensive experience, strategic mindset, and passion for delivering exceptional customer service, Shiela Cambal is poised to make a significant impact in her current and future roles. She is dedicated to driving continuous improvement and empowering teams to exceed customer expectations.
