Open to opportunities

Katherine Sia

@katherinesia

Message

Experienced CRM Engineer with a passion for operational efficiency.

Philippines

Message

What I'm looking for

I am seeking a role that fosters innovation and allows for continuous learning.

I am an experienced CRM Engineer with over 13 years of proven success in managing, customizing, and optimizing CRM systems to boost operational efficiency and revenue growth. My expertise lies in end-to-end CRM implementation, third-party integration, and workflow automation, particularly within Salesforce and Zoho One Suite. I have a strong track record of leading cross-functional teams and designing scalable CRM solutions that drive customer satisfaction and enhance business processes.

Throughout my career, I have demonstrated my ability to increase lead conversion rates by 35% through streamlined automation and optimized lead management workflows. I have successfully implemented efficient pipeline tracking and real-time reporting dashboards, which have significantly boosted sales revenue. My commitment to continuous improvement is evident in my proactive approach to training and coaching cross-functional teams, ensuring high CRM adoption and utilization.

Experience

Work history, roles, and key accomplishments

Sr. CRM Engineer

Spa World Corporation

Nov 2024 - Jun 2025 (7 months)

Assisted with conflict resolution during partnership negotiations and acquisitions. Maintained statistical database of customers using Zoho One for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.

Zoho Conflict Resolution Data Analysis Project Management

Systems and Project Manager

TIKIMAN LTD

Jan 2020 - Nov 2024 (4 years 10 months)

Planned, designed, and scheduled phases for large projects. Monitored project performance to identify areas of improvement and make adjustments.

Project Planning Performance Monitoring Data Analysis Business Intelligence Dashboard Development

IT Analyst II - Coach

OPTUM GLOBAL SERVICES

Sep 2015 - Dec 2019 (4 years 3 months)

Responsible for conveying the company's Internal and External Messages. Managed and orchestrated all internal and external communications aimed at creating a favorable point of view among employees.

Internal Communications Project Management

Project Based - CRM Engineer

THE DESIGN PEOPLE

Aug 2015 - Sep 2015 (1 month)

Overall responsibility for day-to-day Salesforce operation and maintenance. Contributed on the technical side of business projects and created solutions to meet challenges.

Salesforce Data Modeling Performance Testing Integration Testing Software Deployment

CRM - Salesforce Escalations Manager

HINDUSTAT COMPUTER LIMITED, Inc.

Mar 2013 - Apr 2015 (2 years 1 month)

Represented the Philippine Site Globally in Pulse Calls and Operations' Strategical Planning and Business Requirements Updates and Implementation. Achieved top ranking for 8 months for Email Line of Business in CTS (Customer Service Satisfaction).

Customer Service Sales Strategy Market Research Client Relationship Management Team Supervision

Business Development Manager

PINNACLE GROUP OF COMPANIES

Aug 2010 - Feb 2012 (1 year 6 months)

Developed a growth strategy focused both on financial gain and customer satisfaction. Conducted research to identify new markets and customer needs.

Growth Strategy Market Research Business Development Client Relationship Management

Subject Matter Expert - Sales Coach

ACCENTURE DELIVERY SERVICES, Inc.

Jun 2008 - Jul 2010 (2 years 1 month)

Subject Matter Expert for ISP-Moderate to Advanced IT troubleshooting, internet, and mail configuration. Recommended coaching to Level 1 and 2 Analysts on call handling, Issue Resolution and Quality Assurance.

Sales Coaching Quality Assurance Process Improvement

Sales Account Supervisor

ADVANCED CONTACT SOLUTIONS

Mar 2003 - Jun 2008 (5 years 3 months)

Managed a team of Sales agents and provided assistance for complex calls. Monitored queue and tracked inbound calls, keeping agents aware of key metrics.

Team Management Call Center Operations Training Development Performance Monitoring

Education

Degrees, certifications, and relevant coursework

PHILIPPINE ASIA COLLEGE OF SCIENCE AND TECHNOLOGY

Associate Degree, Instrumentation and Control Engineering Technology

Completed an Associate Degree in Instrumentation and Control Engineering Technology. This program provided foundational knowledge and practical skills in the field.