Open to opportunities

Sheilla Mae Imbong

@sheillamaeimbong

Customer Experience & Operations Manager who boosts retention, service excellence, and process efficiency through data and leadership.

Philippines

Message

What I'm looking for

I’m looking for a leadership role in customer/patient experience and operations where I can drive retention, improve service processes using KPI insights, and coach teams. I want a fast-paced environment that values service standards, empathy, and operational excellence.

I’m a Customer Experience and Operations Manager with 10+ years of leadership experience across hospitality and healthcare. I build client loyalty through service excellence, retention-focused support, and continuous process improvement, especially when issues are complex and time-sensitive. I’m at my best balancing customer needs with business objectives in fast-paced, high-pressure environments.

At Clinica Prime, I lead end-to-end patient experience operations, driving high satisfaction and consistent service quality. I manage escalations and resolve complex concerns with a clear retention mindset, while developing service improvement strategies grounded in feedback and performance data. I also train and coach staff on communication, empathy, and service standards.

Previously, as Guest Services Manager at Crimson Resort & Spa Mactan, I oversaw daily guest experience operations in a luxury resort setting. I handled VIP guests and high-priority issues, ensuring exceptional service delivery while improving service processes and response times through structured workflow enhancements. I also led team training initiatives to elevate service quality and consistency.

My career has progressed through VIP services, duty manager, hotel operations, and front office leadership—strengthening my foundation in reservations, guest escalations, service standards, and cross-functional coordination. I bring a coaching mindset from my freelance online English instruction work, and I stay grounded in operational rigor through KPI monitoring, risk/compliance awareness, and data accuracy. My certifications and training reinforce how seriously I take problem handling, privacy, and frontline service delivery.

Experience

Work history, roles, and key accomplishments

Patient & Customer Experience Manager

Clinica Prime

Mar 2025 - Apr 2026 (1 year 1 month)

Led end-to-end patient experience operations, ensuring high satisfaction and service quality. Managed escalations and implemented service improvement strategies based on patient feedback and performance data.

Escalations Service Recovery Quality Improvement Customer Retention

Guest Services Manager

Crimson Resort & Spa Mactan

Jun 2023 - Mar 2025 (1 year 9 months)

Oversaw daily guest experience operations in a luxury resort environment, ensuring consistent service delivery. Improved service processes and response times through structured workflow enhancements and led team training to raise service quality.

Service Recovery Process Improvement Workflow Optimization

Online English Instructor

Preply

Jan 2019 - Jan 2024 (5 years)

Delivered customized English lessons to international learners across platforms including Preply, Native Camp, Engoo, and private clients. Specialized in conversational fluency and IELTS preparation by creating tailored lesson plans aligned to each learner’s goals.

English language teaching IELTS Preparation Fluency Lesson planning Cross Cultural Communication

VIP Reservations Executive

Nustar Resort & Casino

Apr 2022 - May 2023 (1 year 1 month)

Managed reservations and personalized services for high-value/VIP clients. Coordinated across departments to deliver seamless guest experiences and tailored solutions to meet client preferences.

VIP Reservations Management Personalization Escalation Handling Customer Retention Service standards

Duty Manager

Savoy Hotel Boracay

Oct 2019 - Mar 2022 (2 years 5 months)

Supervised hotel operations to ensure smooth day-to-day service delivery. Managed guest escalations in real time while maintaining service standards and coordinating cross-functional teams.

Hotel Operations Service Recovery Cross functional Coordination Service standards Team Leadership Customer Satisfaction

Front Office Supervisor

Crown Regency Hotel & Resorts

Jan 2018 - Jan 2019 (1 year)

Supervised front office operations and team performance, ensuring compliance with service standards and operational procedures. Supported front-desk service delivery while coordinating with hotel teams for consistent guest experience.

Service standards Standard Operating Procedures Customer Service Coaching

Hotel Operations Manager

Laciaville Resort Hotel

Jan 2017 - Jun 2018 (1 year 5 months)

Managed overall hotel operations, including staff, guest services, and workflow efficiency. Implemented operational improvements to enhance service delivery and guest experience.

Guest Service Process Improvement Service Delivery

Front Office Officer

Japan World Big 4 Hotel

Jan 2010 - Jan 2014 (4 years)

Provided frontline customer service, handling guest inquiries and reservations while maintaining accurate records. Ensured billing and guest information accuracy and supported smooth front-desk operations.

Front Desk Operations Customer Service Service standards