2012
Bachelor of Science in Information Technology
Surigao State College of Technology
More Info About Me
"Experienced customer service and escalation specialist with a background in financial services, risk mitigation, and performance analysis. Skilled in admin tasks, data management, and process improvement, I have worked with Wells Fargo and PayPal, handling high-level customer escalations, resolving complex issues, and ensuring compliance with regulations. Passionate about efficiency, accuracy, and delivering solutions that balance business goals and customer needs."
My Skills and Competencies
Executive Assistant
Online Bookkeeper | QuickBooks Expert
Data Entry
Administrative Assistant
Certificates
×
![]()
My Experience and Education
2023
-
2024
Wells Fargo Bank
(Senior Escalation Representative)
Investigate and resolve complaints to address grievances from customers, and mitigate
risks related to various aspects (e.g., sales practices and service quality) in executive
office rule.
Assist in setting performance standards and recommend process or policy
improvements to enhance customer satisfaction.
Provide subject matter expertise and interpretation of procedures to less experienced
individuals.
Respond independently to complaints escalated at the highest level interact with
internal and external customers to resolve their issues.
Adhere to work guidelines, policies and U.S regulations such as UDAAP, AML (Anti
money laundering) and more.
2019
-
2023
Wells Fargo Bank
(Banker Coach)
Support customary care and proactively seek out ways to improve a variety of more
complex financial products and services.
Offer ideas or solutions for customer success group.
Perform moderately complex research to resolve more complex customer problems
including communicating with other departments to resolve customer issues.
Receive direction from management and escalate non routine questions when
answering inquiries or resolving issues and provide best in class customer experience.
Adhere to work guidelines, policies and regulations.
Interact with management, peers and others within customer success group as well as
providing initial coaching to team members as necessary for performance metrics.
2016
-
2019
Eperformax Contact Center | PayPal Account
(Performance Analyst Level 1)
Evaluate calls to analyze their trending behaviors.
Making sure policies and guidelines were followed to secure customers' PayPal
accounts.
Provide feedback on whether it is reinforcement or redirection. Assist teammates who
need help with consultations.
Consult with client business owners and leaders regarding organizational and employee
performance gaps, which may include conducting a needs analysis.
Establishes methods of measuring the business impact of performance/training
solutions.
My Services
Administrative Assistant
Perform various administrative tasks, including answering emails, maintain calendar and scheduling appointments.
Data Entry
Search the Internet for information on a wide variety of topics.
QuickBooks Expert
Track expenses, manage cash flow & create invoices.
Executive Assistant
Provides support to an entrepreneur, business owner, or executive.