Open to opportunities

Sharon Rose Lola

@sharonroselola

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Team lead in permit coordination, escalation management, and customer advocacy.

Philippines

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What I'm looking for

I seek a role where I can lead operations or permit teams, manage escalations, improve processes, and coach staff in a collaborative, compliance-focused environment.

I am a detail-oriented, proactive team lead with proven experience in permit coordination, escalation management, and customer advocacy across telecommunications, technology, and healthcare sectors.

I began as a Permit Coordinator handling end-to-end permitting processes—preparing, validating, submitting applications, tracking statuses, and maintaining dashboards—and was promoted to lead a team of 16 permit coordinators.

As a Team Lead I run daily huddles, KPI reporting, quality checks, workflow reviews, handle escalations, and collaborate with leadership to close process gaps and improve efficiency while ensuring compliance with deadlines and regulatory requirements.

Previously I worked in senior customer advocacy and escalation roles supporting healthcare staffing, Samsung customer care, and T-Mobile escalations where I consistently met performance metrics, coached new hires, and delivered high customer satisfaction.

Experience

Work history, roles, and key accomplishments

Team Lead

ClearSource

Aug 2024 - Oct 2025 (1 year 2 months)

Promoted from Permit Coordinator to Team Lead; managed a team of 16 permit coordinators, streamlined permit workflows, and implemented process improvements that improved compliance and turnaround on permitting for utility and infrastructure projects.

Permitting Team Leadership Escalation Management Process Improvement Documentation & Compliance

Senior Customer Advocate

Boldr Inc.

Dec 2023 - Jun 2024 (6 months)

Provided staffing support for clinics and long-term care facilities via the ShiftMed app, coordinated time-sensitive scheduling, and reduced last-minute cancellations to ensure reliable service delivery.

Scheduling coordination Customer Advocacy Healthcare Staffing Conflict Resolution Communication Time Management CRM

Customer Care Representative

Nearsol PH

Mar 2022 - Feb 2023 (11 months)

Handled Samsung customer claims, repairs, and warranty support while managing billing and upselling devices and service plans, consistently exceeding sales targets and improving customer satisfaction.

Customer Support Upselling Billing Management Troubleshooting CRM Product Knowledge Sales

Customer Service Representative

StarTek Inc. PH

Jul 2020 - Oct 2021 (1 year 3 months)

Worked on the T-Mobile escalation team resolving complex billing, account reactivation, and port-in issues; coached new hires and maintained high metrics in customer satisfaction and first-call resolution.

Escalation Management Billing Disputes Number Porting Coaching Customer Satisfaction Call Resolution Troubleshooting

Education

Degrees, certifications, and relevant coursework

Arellano University

Unknown, Education / Teacher Preparation

Activities and societies: College Department Business Manager; College Seminar and Event Organizer; Regional Summit for Pre-Service Teachers

Completed coursework and participated in college department activities and seminars related to education, classroom management, and child protection policies.