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Katherine Sinio

@katherinesinio

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Project Lead at Straive coordinating client implementations and developing SOPs to meet operational standards.

Philippines

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At Straive, I coordinate project implementations and develop and maintain SOPs, ensuring deliverables meet client-specific operational standards.

I also implement RCA/CAPA initiatives to mitigate recurring service issues and manage high-level client escalations. As Team Leader, I supervised daily operations against quality and productivity KPIs and used performance data for coaching and training.

Earlier at Straive, I handled customer inquiries across email and chat, followed QA and data privacy standards, and shared recurring customer pain points that informed process improvements.

Experience

Work history, roles, and key accomplishments

Current

Project Lead

Current

Straive

Jan 2026 - Present (9 months)

Coordinated project implementations, ensuring deliverables met client-specific operational standards. Developed and maintained Standard Operating Procedures (SOPs) and implemented RCA/CAPA initiatives to mitigate recurring service issues.

Project Coordination SOP Development RCA CAPA Escalation Management

Team Leader

Straive

Jan 2018 - Dec 2025 (7 years 11 months)

Supervised daily operations, ensuring alignment with quality and productivity KPIs. Provided targeted coaching and training, utilizing performance data to enhance individual and team output.

Team Leadership Performance Monitoring KPI Tracking Coaching Training

Customer Service Representative

Straive

Jan 2014 - Dec 2018 (4 years 11 months)

Managed high-volume customer inquiries across multi-channel (email and chat), consistently achieving top-tier CSAT scores through active listening and rapid problem resolution. Adhered to strict QA guidelines and company protocols, ensuring 100% compliance with data privacy and operational standards.

Customer Service Multichannel Support CSAT Active Listening problem resolution QA Compliance