Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Awards
Languages
Timeline
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Joanna Tolentino Pasco

Hollister,USA

Summary

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Manager

Soundthinking Inc
06.2025 - Current
  • Served as subject matter expert in gunshot detection reviews and processes, providing guidance, assistance, and direction to IRC staff.
  • Managed and monitored incident review operations, including staff allocation, task distribution, breaks, escalations, and shift handoffs/briefings.
  • Tracked and reported IRC KPIs and performance metrics; implemented corrective actions to maintain performance standards.
  • Conducted employee performance management, including evaluations, feedback sessions, and performance improvement initiatives.
  • Oversaw scheduling, timesheet approvals, and PTO requests, ensuring compliance and optimal staffing levels.
  • Addressed and resolved employee issues, conflicts, and concerns, escalating to management/HR as necessary.
  • Provided dynamic leadership through real-time oversight of staff and daily specialist duties.
  • Acted with urgency during escalations (e.g., mass shooting advisories, fully automatic gunfire alerts, officer-involved incidents), ensuring accurate documentation and after-action reporting.
  • Ensured adherence to IRC policies, procedures, and protocols through expert knowledge and consistent application.
  • Fostered a positive work environment, promoting teamwork and cross-organizational collaboration.
  • Championed a service-first culture, modeling customer-first behaviors to support both clients and colleagues.

Service Operations Specialist

Soundthinking
05.2024 - 05.2025
  • Review incoming incidents for instances of gunfire, explosions, and other sounds and make decisions with a high level of accuracy
  • Relay the necessary information to law enforcement agencies for dispatching and responding to the incident
  • Follow the Incident Review Center’s workflow, policies and procedures
  • Monitor status and report errors, faulty equipment, logs, and other metrics and escalate as necessary
  • As the first level of customer support, address customer concerns and questions, and triage and escalate to higher levels as necessary

Customer Service Coordinator

Supermicro
10.2023 - 04.2024
  • Processes product returns and conduct product failure analysis
  • Handles day-to-day RMA Receiving activities
  • Answers telephone calls promptly and responds to customer’s requests, inquiries and complaints in a respectful caring manner – commended by customers for helping them promptly and in timely manner
  • Manages customer escalations on the highest priority and work with internal teams for solutions

Subject Matter Expert

Meta (Facebook) via Accenture
08.2021 - 03.2023
  • Partnered with internal teams to audit Content Review decisions, ensuring accuracy, consistency, and timely performance feedback.
  • Collaborated with QAs and Leads to identify and prioritize top issues affecting decision accuracy across markets and verticals.
  • Delivered on-demand training on existing Content Policies and conducted just-in-time sessions for new or updated policies.
  • Re-reviewed accuracy audits to ensure compliance with internal standards and policy alignment.
  • Investigated escalations of incorrect decisions, identifying root causes, particularly for new policies, unclear content, or high-impact cases.
  • Created and maintained process documentation; compiled user feedback to improve audit tool functionality.
  • Resolved reported content issues related to account support and user safety, ensuring adherence to turnaround times and quality benchmarks.
  • Maintained up-to-date knowledge of client policies and standards; responded to inquiries in line with established guidelines.
  • Exercised sound judgment in decision-making, supporting resolution of issues per policy and procedure.
  • Coached and mentored content review associates, strengthening their understanding of process and policy requirements.
  • Conducted weekly reviews of reported information, meeting quality and deadline requirements.
  • Consistently achieved productivity and quality targets while identifying opportunities for process, system, tool, and policy improvements.

Content Review Specialist

Meta (Facebook) via Accenture
04.2019 - 08.2021
  • Served as an advocate for the user community, ensuring a safe and supportive platform experience.
  • Investigated and resolved reported content issues related to account support and user safety; flagged concerns for action and ensured resolution within established turnaround times and quality standards.
  • Responded to user inquiries with empathy, accuracy, and efficiency, maintaining high levels of service quality.
  • Maintained up-to-date knowledge of client policies and guidelines; resolved inquiries in alignment with defined procedures.
  • Consistently met and exceeded base productivity and quality performance requirements.

Marketing Associate

SAP Concur Philippines
06.2013 - 09.2018
  • Collaborated with cross-functional teams in gathering qualitative and quantitative data to generate insights used for project decision-making
  • Conducted market research and developed strategies that enhanced the quality of functional policies and procedures in interacting with cross-functional teams

Directory Assistant

Telus International Philippines
06.2012 - 03.2013
  • Managed the data information service of the company
  • Assisted multiple teams in communicating the needed data while maintaining the confidentiality of data provided

New Accounts Representative

Ingram Micro Philippines
05.2009 - 06.2012
  • Escalated fraudulent and problematic accounts
  • Served as the main point of contact for inquiries in the application process of new accounts

Education

Bachelors - Mass Communication

The University of the City of Manila
01.2004

Skills

  • Project management
  • Quality Assurance
  • Stakeholder management
  • Email Marketing
  • Training and Development
  • Customer Service
  • Team Leadership
  • Bilingual: English, Tagalog
  • Documentation and reporting
  • Strategic planning
  • Operations management
  • Staff management
  • Cross-functional teamwork
  • Performance management
  • Shift scheduling
  • Policy implementation
  • Performance evaluations
  • Lead generation
  • Coaching and mentoring
  • Recruiting and interviewing
  • Multitasking
  • Problem-solving
  • Organizational skills
  • Training and development

Accomplishments

Ø Top Performer SME - Accenture July 2023

Ø Best People - Accenture June 2023

Ø Top Performer SME - Accenture June 2023

Ø Hardwork Recognition - Accenture Nov 2020

Ø Top Performer Accenture - August 2020

Ø Excellence Award Accenture 2019 Excellence Award - SAP Concur 2014

Ø Spotlight Award Ingram Micro 2012 Impact Award - Ingram Micro 2011

Ø Best Team Player - Ingram Micro 2009

Certification

Project Management Google Coursera - 2023

Awards

Top Performer SME - Accenture July 2023, Best People - Accenture June 2023, Top Performer SME - Accenture June 2023, Hardwork Recognition - Accenture Nov 2020, Top Performer Accenture - August 2020, Excellence Award Accenture 2019 Excellence Award - SAP Concur 2014, Spotlight Award Ingram Micro 2012 Impact Award - Ingram Micro 2011, Best Team Player - Ingram Micro 2009

Languages

English
Full Professional

Timeline

Manager

Soundthinking Inc
06.2025 - Current

Service Operations Specialist

Soundthinking
05.2024 - 05.2025

Customer Service Coordinator

Supermicro
10.2023 - 04.2024

Subject Matter Expert

Meta (Facebook) via Accenture
08.2021 - 03.2023

Content Review Specialist

Meta (Facebook) via Accenture
04.2019 - 08.2021

Marketing Associate

SAP Concur Philippines
06.2013 - 09.2018

Directory Assistant

Telus International Philippines
06.2012 - 03.2013

New Accounts Representative

Ingram Micro Philippines
05.2009 - 06.2012

Bachelors - Mass Communication

The University of the City of Manila

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