Executive Escalation Analyst III at Coinbase (2025-01 – Present)
- Managed 100+ complex executive escalations monthly involving account security, fraud investigations, payment disputes, chargebacks, clawbacks, compliance concerns, regulatory inquiries, and platform incidents.
- Owned high-priority escalations end-to-end from initial investigation through final resolution, maintaining proactive communication with customers and internal stakeholders.
- Investigated bank-initiated chargebacks and clawbacks, applying deep knowledge of regional payment rails across APAC, LATAM, and EMEA to build accurate dispute narratives and guide customers to resolution.
- Executed account-level risk actions — including restrictions, holds, and KYC re-verification — through internal account administration platforms to mitigate fraud and compliance exposure.
- Partnered with Product, Engineering, Legal, Compliance, Risk, and Payments teams to resolve complex fraud and business-critical operational incidents.
- Partnered directly with Engineering using elevated-access internal systems to trace and troubleshoot platform bugs during high-priority incident investigations.
- Conducted root cause investigations into recurring issues and recommended corrective actions and process improvements.
- Maintained 95%+ quality assurance scores while consistently meeting SLAs, including an average response time under two hours.
- Managed escalations across channels including Executive Escalations, BBB, Trustpilot, Premium Customer Escalations, Reclame Aqui, Legal Complaints, and Physical Mail cases.
- Coordinated customer communications during platform incidents and service disruptions to reinforce customer trust.
- Mentored frontline specialists on investigative techniques, risk operations, and escalation best practices.
- Participated in AI-driven workflow optimization initiatives, including two company hackathon wins for fraud prevention and operational efficiency.
Resolution Desk – Payments & Risk / Support Analyst II at Coinbase (2022-01 – 2025-01)
- Served as subject matter expert supporting frontline agents on product guidance and incident triage.
- Handled customer outreach on payments issues including missing payments, missing withdrawals, and payment method linking across global markets.
- Investigated chargebacks and clawbacks resulting from bank-initiated actions, providing customers with detailed narratives on cause and resolution path.
- Investigated and resolved complex, supervisor-level escalations across chat and email while maintaining SLA compliance.
- Improved frontline efficiency and customer satisfaction through coaching and knowledge-sharing.
Customer Support Analyst at Coinbase (2021-01 – 2022-01)
- Resolved complex customer issues via chat and email with a focus on urgency and precision.
- Owned escalations end-to-end, applying root cause analysis to implement immediate solutions.
- Analyzed case data to identify process improvement opportunities and improve customer education on Coinbase products.
Salesforce & Conga Support Specialist at Bolton International, Inc. (2020-01 – 2021-01)
- Supported enterprise Salesforce and Conga Composer environments, investigating system issues related to workflows, document generation, and platform functionality.
- Collaborated with business stakeholders to improve operational workflows and created technical documentation and knowledge base articles.
- Assisted with onboarding, user administration, and application support.
IT Service Desk / Desktop Support Specialist at Harte Hanks (2014-01 – 2017-01)
- Delivered technical support for hardware, software, network connectivity, and enterprise systems.
- Managed Active Directory user provisioning, permissions, and account lifecycle administration.
- Investigated and resolved technical incidents while consistently meeting service level objectives.
Direct Response Copywriter & Email Marketing Specialist at Freelance (2017-01 – 2021-01)
AT&T Specialist at iQor Philippines (2019-01 – 2020-01)
Technical Consultant at Sutherland Global Services (2012-01 – 2014-01)
Customer Service Representative at TeleTech (2011-01 – 2011-01)
Customer Service Representative at Teleperformance (2009-01 – 2011-01)
QA Statistical Process Control at Nidec Philippines Corporation (2006-01 – 2009-01)
