Looking for a job

Shiela Mae Bologa

@shielamaebologa

Message

Customer support representative at ECEnterprises Group Manila Inc. who cut social response time by 33%.

Philippines

Message

At ECEnterprises Group Manila Inc., I managed a social media support queue for about 15 agents across at least 12 accounts, cutting response time by 33%. I also helped raise customer satisfaction from 3.8 to 4.5 stars and team QA scores to 94–98% through faster replies, issue resolution, and coaching.

Earlier at ECEnterprises Group Manila Inc., I handled email, chat, and social media inquiries, analyzed DSAT trends, and resolved escalations, returns, and refunds. My other support experience includes telecom and financial services accounts at Convergys, social media inquiries at SPi CRM, and product data work at Open Access BPO.

Experience

Work history, roles, and key accomplishments

Operations Team Lead – Social Media

ECEnterprises Group Manila Inc.

Jun 2023 - Sep 2026 (3 years 3 months)

Managed daily support queue and SLA for about 15 agents across multiple channels and at least 12 social accounts, cutting response time by 33%. Raised customer satisfaction from 3.8 to 4.5 stars and team QA scores from 87–90% to 94–98% through coaching.

Zendesk Shopify Intercom Slack Google Workspace Agorapulse Meta Business Suite Five9 Assembled Workforce Social Media Management SLA Management Team Leadership QA Coaching Operational Reporting

Subject Matter Expert & DSAT Analyst

ECEnterprises Group Manila Inc.

Jun 2020 - Jun 2023 (3 years)

Approved returns and refunds within delegated authority and resolved escalations as shift point of contact. Analyzed customer feedback and DSAT trends, documented recurring issues, and coordinated fixes with the team.

Zendesk Shopify Intercom Slack Google Workspace Agorapulse Meta Business Suite Five9 Assembled Workforce DSAT Analysis Escalation Handling Root Cause Analysis Customer Retention FAQ Management

Customer Service Specialist – Email, Chat & Social Media

ECEnterprises Group Manila Inc.

Oct 2018 - Jun 2020 (1 year 8 months)

Resolved customer inquiries through email, chat, and social media, including product and order concerns, returns, retention opportunities, and complex complaints. Also supported fintech lending customers with loan applications and verification.