High School, Sariaya Institute

Information Technology, University of Cebu Lapu-Lapu and Mandaue

Operational and Project Management
Data Collection and Analysis
Client Support and Relationship Management
Technical Proficiency and Troubleshooting
Analytical Skills and Problem-Solving
Achievement-Driven Performance
Communication and Stakeholder Engagement

Dynamic and results-oriented professional with a versatile background in operational management, data collection, and client support across multiple industries. Proven expertise as a Panel Management Representative, where I served as a primary contact for panel data inquiries, overseeing helpdesk queues, and ensuring data quality through meticulous survey design and testing. Experienced in data collection and database accuracy as a Data Collection Manager, with a strong foundation in researching, curating leads, and maintaining critical data assets. My technical acumen as a Programmer equipped me with the skills to manage system operations and troubleshoot client issues, while my current role as a Financial Incident Management Analyst at National Australia Bank has sharpened my ability to handle high-pressure situations such as ATM outages, ensuring swift resolutions and effective stakeholder communication. Recognized as a Top Performer in MSO Banking (September 2022) and a Rookie of the Year nominee, I bring a proactive approach and a commitment to excellence.

In my role as a Client Account Manager, I further refined my client service skills, managing 401(k) plans, resolving complex issues, and fostering strong relationships. With a blend of analytical capabilities, problem-solving expertise, and strong communication skills, I excel in roles that demand precision, resilience, and a client-centered approach. I am dedicated to delivering quality results and thrive in environments that challenge my operational and technical skill set.

Executive Virtual Assistant, I Need A VA Virtual Staffing Solutions

• Conducted extensive research on athletes, sports organizations, and coaching methods, gathering key information for presentations, reports, and client use.
• Executed email outreach campaigns to sports coaches, executives, and managers, including lead generation and follow-up using tools like LinkedIn and ContactOut.
• Managed email communications and correspondence with sports professionals, ensuring timely responses and organized inboxes.
• Created social media content, including newsletters, fliers, highlight reels, and presentations using Canva, CapCut, and Clipchamp.
• Maintained and organized files, including client receipts, contact databases, and research materials in Google Drive and Google Sheets.
• Performed lead mining and email marketing campaigns, reaching out to women executives and sports coaches across multiple platforms.
• Researched women's leadership in sports, confidence-building activities for youth athletes, and professional speaking engagements of female athletes.
• Assisted in project management by organizing schedules, managing tasks, and ensuring timely execution of deliverables.

Client Account Manager, Manulife Business Processing Services

• Oversees 401(k) plan contracts (block of business) for US Retirement Group Annuity/ business account.
• Provide record-keeping services, processing, and supervision of financial transactions.
• Coordinate and liaise with other 401(k) accounts (Third-Party Administrators, Law Firm, Financial Advisors, Brokers, and Trustees)
• Provide high quality service for a select block of challenging cases by responding effectively to customers’ questions, issues, and problems (written and verbal responses). Customers may include internal partners, plan sponsors, and plan members.
• Accountable for initial investigation of operational errors within Plan Sponsor Services.
• Coordinate (with cross functional areas) to deliver client solutions - providing a single point of contact for service.
• Support external clients and internal clients by providing knowledge and expertise; may be called upon to attend face-to-face meetings with Plan Sponsors.
• Develop ‘win-win’ solutions to complex problems under tight deadlines; manage boundaries between customer base so roles are clear, workflow is smooth, and service is seamless.
• Communicate within the client environment to actively prevent errors and ensure all relevant parties are current and informed on case issues.
• Acknowledge internal and external client emails same day when received by 2pm EST and reply to voice mail same day.
• Identify trends in issues and errors, make recommendations for process changes to mitigate reoccurrence in the future (and include working with client on processes/best practices to provide quality work).
• Serve as primary intake for reconciliation requests provides support for internal areas to understand requirements plus expected outcomes and work with client to manage expectations - advocating for successful resolution.

FINANCIAL INCIDENT MANAGEMENT ANALYST, NCR CEBU DEVELOPMENT CENTER INC.

• Create action items/tickets to resolve issues and prevent issues & possible re-occurrence.
• Follow through on open incidents until closure.
• Manage outage situation impacting ATM fleet to ensure that appropriate resolver group are working on the issue and that customer, key stakeholders and all concern parties are updated on the status.
• Return customer calls, troubleshoot ATM issue using known solutions, confirm/refine problem information and criticality and route to dispatch queue in field, if necessary
• Utilize support systems, tools, and experience to facilitate a customer solution.
• Utilize knowledge of product to resolve ATM problems and avoid Field Engineer dispatch.
• Ensure transaction service activities are within Service Level Agreements
• Work in a high volume, limited duration call center environment service as the primary interface to external customers and/or their agents and field support personnel.
• Participate in special projects to continuously improve processes, tools, systems, and organization.
• Work in an environment that involves rotation in work hours, weekend, or holiday hours and/or may require extended hours as needed to accommodate customer needs.
• Responsible for service requests from customer and ensure timely and satisfactory resolution of problems. Generates daily and weekly incident reports. Reviews incident history to determine recurring faults.
• Monitor ATM networks for NCR’s ATM monitoring customers. Create action items/tickets to resolve issues and prevent re-occurrence. Escalate customer problems both internally and externally, when required, according to defined escalation paths.
• Allocates engineer appointment times for jobs requiring multiple resources on-site. Assigns and distributes workload to Customer Engineer’s to meet Service Level Agreement (SLAs) across broader areas.
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards. Manage outage situation affecting All Banks across New Zealand includes (KWB, ANZ-NZ, Westpac, TSB, BNZ, ASB) fleet to ensure that appropriate resolver group are working on the issue and that customer, key stakeholders and all concern parties are updated on the status from start to end.

PROGRAMMER 1/ANALYST, YUENTHAI APPAREL DEVELOPMENT PHILIPPINES, INC.

• Maintaining iPLEX, and supporting clients. Responsible in the maintenance of operating systems and application software used to provide a high level of support.
• Maintaining the data, updating and repairing existing programs. Responsible for diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

DATA COLLECTION OFFICER, MIKROTECHNIC TECHNOLOGY, INC

• Researched a highly targeted and accurate client.
• Profiling a company lead list.
• Scrape leads from different sources.
• Search contact numbers and companies’ information.
• Input data into a database or spreadsheet, ensuring accuracy and uniformity.
• Report daily production.

PANEL MANAGEMENT REPRESENTATIVE, SURVEY SAMPLING INTERNATIONAL

• First line of support for all panel data related queries. Managing the internal information support helpdesk queues.
• Assist with profile design, implementation and testing of all signup and profile data collection surveys ensuring the data quality and integrity of data is maintained.
• Support the internal teams in the setup of the panels and the monitoring of these panels through reporting.