M

Mary Cheen Leosala

About

Detail

Philippines

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • SMA Support Services
    Team Leader
    SMA Support Services
    Aug 2025 - Oct 2025 (3 months)
    • Managed account email inbox ensuring timely responses and resolution of client queries • Handled post-survey calls and leads generation; performed supplier invoice data entry
  • NeoWork
    Team Leader
    NeoWork
    Jan 2025 - Jan 2026 (1 year 1 month)
    • Led and coached a team handling professional onboarding and credential verification for a US healthcare staffing platform • Ran daily huddles, performance check-ins, and 1:1 coaching to ensure process alignment and support quality • Reviewed escalated tickets: DNS workflows, login issues, credential verification cases • Drafted HR callouts, coaching forms, and process reminders using a people-first approach • Monitored ticket compliance and team adherence to workflow SOPs documented in Slab • Coordinated cross-functional escalations with Senior Support, Clinical Screening, and Product/Engineering teams • Maintained HIPAA-aware communication and verification standards across all interactions
  • TaskUs
    Team Leader
    TaskUs
    Jan 2016 - Jan 2025 (9 years 1 month)
    • Led a team for 9 years handling order status, complaints, and escalations for a UK based food delivery platform • Handled Tier 2 teammates managing escalations across chat, email, and phone platforms • Maintained team performance and morale through consistent coaching and structured huddles • Served as first point of escalation for complex and sensitive customer cases • Ensured team adherence to client SLAs, quality standards, and response time targets
  • I
    Customer Service Representative
    Icomm Services Inc.
    Apr 2013 - Sep 2013 (6 months)
    Inbound support for resort reservations — booking inquiries, modifications, and customer concerns.
  • W
    Customer Service Representative
    Westgate Contact Solutions, APAC Services, Teletech
    Jan 2008 - Jan 2010 (2 years 1 month)
    Multi-industry CSR covering health insurance (Blue Cross Blue Shield), hotel reservations, and UK outbound surveys.
Education verified_user 0% verified
  • University of Perpetual Help System DALTA
    BS Mass Communications
    University of Perpetual Help System DALTA
    Jan 2006 - Jan 2010 (4 years 1 month)