Client Service Representative at Empower (2024-11 – Present)
Services a high-volume caseload of Automatic Rollover IRA accounts, handling inbound client calls, account maintenance, and distribution processing.
- Processed Automatic Rollover IRA distribution requests across full withdrawal, transfer, and rollover channels (check and direct deposit), maintaining 100% compliance with regulatory and company standards.
- Reviewed IRA claim forms and executed stop-pay reissues, ACH bank-linking, and direct-deposit setups, reducing processing errors through consistent quality-standard adherence.
- Guided clients through web and mobile self-service tools (account registration, linking, password resets), resolving issues in real time across multiple concurrent systems.
- Ran Experian identity checks as part of account security screening, safeguarding client accounts against unauthorized access.
Customer Success Manager at Unlimited Furniture Group (2024-05 – 2024-11)
Owned post-purchase customer success for a US-based furniture retailer, coordinating directly with vendors and logistics partners.
- Increased repeat business by 20% by implementing proactive, milestone-based client communication throughout the post-purchase journey.
- Streamlined vendor and logistics issue resolution by partnering directly with providers, cutting case resolution times.
- Built a library of support templates and FAQs, improving team efficiency and response consistency for common post-purchase concerns.
Client Account Representative at Manulife John Hancock Retirement (2022-09 – 2024-05)
Functioned as Client Account Manager equivalent for a diverse 401(k) plan book of business, serving clients, advisors, and third-party administrators.
- Managed inbound and outbound servicing for a full 401(k) plan portfolio, resolving escalated cases directly or by coordinating with cross-functional resources to secure win-win outcomes.
- Processed all standard financial transactions across assigned caseloads while monitoring and minimizing outstanding suspense account items.
- Oversaw end-to-end rollover activity into and out of John Hancock, plus the full plan termination and discontinuance procedure, ensuring accurate, compliant plan closeouts.
- Identified recurring trends in client issues and escalated patterns to leadership, contributing process-improvement input that addressed department-wide service barriers.
Fraud Officer at TaskUs (2021-08 – 2022-10)
Investigated fraud and account takeover cases for MoneyLion, a US-based fintech platform, managing a high-volume monthly dispute caseload.
- Resolved 120+ monthly dispute cases at an 85% resolution rate, investigating unauthorized transactions and account takeover incidents.
- Implemented fraud mitigation strategies that reduced chargeback rates by 25% across dispute operations.
- Documented standardized investigation workflows, improving resolution consistency across the fraud team.
Senior Customer Retention Officer at AXA Philippines (2017-10 – 2021-07)
Managed premium collection and policy retention for an insurance client base of individual policyholders.
- Retained clients requesting full or partial policy withdrawal by presenting tailored account-maintenance options, protecting in-force premium revenue.
- Generated and distributed leads across members of Customer Retention Specialist team using advanced Excel functions (VLOOKUP/XLOOKUP, Pivot Tables), improving reporting accuracy.
- Onboarded new business clients and converted Premium Holiday requests into continued payment plans through consultative retention conversations.
Retention Officer at Affinion Group (2016-04 – 2017-09)
Serviced member accounts for a third-party plan administrator supporting US financial institutions and insurance companies.
- Retained member Accidental Policy enrollments by resolving billing, beneficiary, and coverage-change inquiries with accuracy and responsiveness.
- Upsold and processed new Accidental Policy enrollments, expanding active membership within an assigned book of business.
Escalation and Fraud Officer at Teleperformance (2013-02 – 2015-06)
Led support team for Telstra, an Australian telecommunications provider, handling escalations and fraud investigations.
- Led a team of 5-10 agents through post-training transitions, delivering performance coaching that strengthened team effectiveness.
- Investigated fraud, scam, and life-threatening calls, activating call trace and call-blocking measures to protect customers.
