Sharon Kates Silla
Project and Administration
Downtown Calgary,Alberta
Summary
Experienced Project Manager with 16+ years in Call Center & Financial Industry. Skilled in Migrations, Process Re-engineering, Operations Analysis, Administrative Tasks, Scheduling, and Forecasting. Known for enhancing efficiency through process improvements and cost-saving strategies. Recently completed a Diploma in Business Administration. Holds a bachelor’s degree in computer engineering.
Overview
19
19
years of professional experience
2
2
Certifications
Work History
Client Relations Officer
Tech, Rondesse
Cumming, GA
07.2023 - Current
- Act as a primary point of contact between the legal office and/or lawyers and its clients
- Currently handling 11 active cases, 30 hot potential clients
- Responds promptly to client inquiries, emails, and phone calls, providing clear and concise information
- Keep clients informed about the progress of their cases or legal matters
- Assists in the onboarding process for new clients, ensuring all necessary documentation is collected and paperwork is completed
- Responsible in drafting letters, correspondence, scope of work, using application software (Outlook, Word, ZohoSign, DocuSign)
- Present and educate clients on legal processes, fees, and expectations
- Identify opportunities for upselling additional legal services or cross-selling services offered by the firm such as Subscription Plan for Identity Theft Protection, Digital Defense, Legal Aid and Remote Technical Support
- Utilizes client relationship management (CRM) systems, Ring Central, Signal, and other technology or communication app to track client interactions, manage communications, and enhance service delivery.
Guest Event
Westin Calgary Downtown
Calgary, AB
10.2022 - 09.2023
- Expert
- Collaborated with Banquet Supervisor and/or clients to understand the event requirements, including room setup, audiovisual needs, and catering preferences
- Coordinated and planned events, ensuring all details align with the client's expectations
- Assist in the setup of banquet halls, including arranging tables, chairs, linens, and decorations
- Provide efficient and courteous service to guests during events, including serving food and beverages.
Project and Migrations Lead/Supervisor
Hong Kong and Shanghai Banking Corporation, HSBC
08.2015 - 11.2021
- Formerly Operations Transformation and Process Excellence)
- Provided support to the Head of Project and Migrations and 6 team members, ensuring all tasks, reports and projects were completed on time
- Led the comprehensive management of migration and re-migration projects within a Group Service Center, overseeing the seamless transfer of processing work from HSBC businesses worldwide
- Focused on data analysis, identifying areas for improvement and cost-saving opportunities across the operations department of HSBC Data Processing
- Improved the delivery of high-quality services adhering to Service Level Agreements (SLA) and predefined critical timescales, following the internal Project Migrations Methodology
- Provided support for ongoing projects, including coordination, communication, and documentation
- Created and maintained office documents, spreadsheets, and databases
- Prepared and edited correspondence, reports, and presentations.
Senior Contact Center and Operations Desk Analyst
05.2005 - 07.2015
- Led a unit of approximately 5+ Operations Desk Analysts/Jr
- Analysts in a Workforce Management Call Center environment
- Provided insights to improve the over-all performance of daily Operations Desk activities in Global Service Centre
- Created and maintained dashboard for Operations Department including reports to measure KPIs, Performance Level Agreement (PLA), Monthly Incentives and Agent’s Performance
- Worked and collaborated with different departments in achieving quantitative monthly goals and ensure adherence to standard operating procedures as well as regulatory compliance guidelines.
Business Analyst
Hong Kong and Shanghai Banking Corporation, HSBC
New York
05.2018 - 11.2018
- Collaborated with internal stakeholders in New York Office to initiate projects, objectives, and requirements as a Global Strategy initiative within the Regulatory Compliance Department
- Identified workflow process resulting in the equivalent workload of 283 full-time employees across the department that can be transitioned or eliminated
- Engaged in business units to understand their needs, challenges and goals related to work scoping, operational efficiencies, and cost-saving initiatives.
Education
Business Administration Diploma - Management
Southern Alberta Institute of Technology (SAIT)
2023
Bachelor of Science - Computer Engineering
Pamantasan ng Lungsod ng
2001
Skills
- Filipino
- INTERNAL
- Account Updates
- Maintaining Customer Database
- Data Integrity
- Partnership Management
- Sales Proficiency
- Collaborative Environments
- Efficient Service
- Customer Inquiries
- Account Management
- Contact Management Systems
- Letter Writing
- Customer Relationship Management (CRM) Software
- Document Organization
- Report Preparation
- Microsoft Excel
- Senior Leadership Support
- Lead Generation
- Administrative and Office Support
- Spreadsheets
- Project Management
- Managing Operations and Efficiency
- Scheduling and Coordinating
Accomplishments
- Calgary Food Bank Volunteer – August 2023 to Present
- ProServe Certified – August 2022 – 2027
- Microsoft Office Certified
- Alberta Driver’s License – Class 7
- Short-Term Assignments: Project Manager, HSBC North America (New York) and HSBC India
- HSBC Management Pool – passed the Horizon Program 2020 (Global Role Swap)
- De La Salle University – Middle Management Certification, October to November 2020
- Engagement Workstream, 2019, Project Lead for GSC Manila
- Diversity &Inclusion Gender Balance, 2017 to 2018, Project Lead for GSC Philippines; GSC Party Working Committee, 2016, Core Member
- 100 Club Team Awardee - 2012 Q2 Team Award for the successful Project Verona Working Group - movement of approx
- 2,000+ FTEs from old to new site in Alabang, Philippines
- Project Management Professional Trained – September 2010
Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementHealthcare benefitsCompany CulturePaid time offLanguages
English
Upper intermediate (B2)
Interests
Music, Travel and Cats
Certification
- ProServe, AGLC.CA
- Microsoft Office
- Middle Management Certification: De La Salle University
- Alberta Driver's License
Timeline
Client Relations Officer
Tech, Rondesse
07.2023 - Current
Guest Event
Westin Calgary Downtown
10.2022 - 09.2023
Business Analyst
Hong Kong and Shanghai Banking Corporation, HSBC
05.2018 - 11.2018
Project and Migrations Lead/Supervisor
Hong Kong and Shanghai Banking Corporation, HSBC
08.2015 - 11.2021
Senior Contact Center and Operations Desk Analyst
05.2005 - 07.2015
Business Administration Diploma - Management
Southern Alberta Institute of Technology (SAIT)
Bachelor of Science - Computer Engineering
Pamantasan ng Lungsod ng
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