Open to opportunities

Mae Anne Capinpin

@maeannecapinpin

Message

Project manager driving support operations, KPI-driven improvements, and team leadership.

Philippines

Message

What I'm looking for

I seek a role leading support or operations teams where I can apply KPI-driven process improvements, cross-functional collaboration, and people development to enhance customer experience.

I am a Project Manager with nine years in the support industry and three years leading technical support and project initiatives, focused on end-to-end execution, cross-functional coordination, and measurable service improvements. I deliver data-driven planning, KPI management, and clear reporting to senior leadership to drive operational efficiency and elevate customer experience.

My background includes workforce planning, SLA governance, escalation management, hiring and development, and partnering with engineering, product, QA, and sales to resolve complex issues. I have a proven record of creating weekly, monthly, and annual KPI reports for executives and executing process improvements that boost team performance and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Project Manager

Innovative Information Technology Solutions, Inc.

Oct 2022 - Sep 2025 (2 years 11 months)

Defined support strategy and KPIs, oversaw workforce planning and SLA compliance, and delivered KPI reports and insights to the CEO that improved operational efficiency across support functions.

Project Management KPIs Workforce Planning SLA Data Analysis Reporting Process Improvement

Pax Team Supervisor

GOETU Innovative Business Solutions

Jan 2019 - Sep 2022 (3 years 8 months)

Managed day-to-day support operations, coached front-line staff, handled escalations, and produced performance reports to drive quality and productivity improvements.

Team Management Coaching Escalations performance reporting Training Quality Assurance Process Improvement

Pax Team Leader

GOETU Innovative Business Solutions

Nov 2017 - Jan 2019 (1 year 2 months)

Served as first escalation point during live operations, guided agents on ticket handling, monitored queue health, and delivered coaching to close knowledge gaps.

Escalation Management Coaching Queue Management Knowledge Sharing Performance Monitoring

Technical Support

GOETU Innovative Business Solutions

Aug 2016 - Nov 2017 (1 year 3 months)

Provided technical troubleshooting and product guidance via phone, email, and chat, improving customer resolution rates through education and up-to-date product knowledge.

Technical Troubleshooting Customer Support Phone Support Email Support Knowledge Management