Credit Repair Resolution Specialist at Credit Clerk LLC (2024-04 – 2026-07)
- Reviewed client credit reports from Experian, Equifax, and TransUnion.
- Identified inaccurate, unverifiable, obsolete, duplicated, and misleading accounts eligible for dispute.
- Prepared customized dispute letters following FCRA guidelines.
- Processed disputes through Credit Repair Cloud.
- Updated client records and documented every dispute cycle.
- Monitored dispute responses from credit bureaus and creditors.
- Scheduled follow-ups and managed dispute timelines.
- Communicated with U.S.-based clients regarding account progress.
- Maintained confidentiality of sensitive financial information.
- Assisted clients in understanding dispute results and next steps.
- Managed over 250 active client files monthly.
- Maintained 98% documentation accuracy.
- Reduced processing turnaround time by 25%.
- Achieved consistently positive client satisfaction ratings.
Operations Team Manager at Full Potential Solutions – Davao (2023-01 – 2024-05)
- Managed a cross-functional team supporting chat and email inquiries for Albert clients.
- Drove performance through weekly KPI coaching sessions, focusing on NPS, AHT, and compliance.
- Led WBR, MBR, and QBR presentations by providing in-depth data and analysis.
- Created internal tools and QA forms to track behaviors and enhance performance outcomes.
- Partnered with training teams for new hire onboarding and process alignment.
- Championed action plans that consistently improved team metrics and morale.
Floor Manager at Awesome OS (2022-03 – 2022-12)
- Directed teams handling billing/collections inquiries for a major healthcare brand via voice and email.
- Provided training, coaching, and actionable insights based on client KPIs and trend analysis.
- Worked closely with clients and internal stakeholders to ensure service delivery exceeded expectations.
Operations Senior Team Lead at Awesome OS (2022-01 – 2022-03)
- Mentored Team Leads and front-line agents, fostering high-performance and career development.
- Initiated process documentation and reporting improvements for internal use and client transparency.
Operations Team Lead at Awesome OS (2021-05 – 2021-12)
- Managed claims and refund processes for medical reimbursements.
- Provided support to members on healthcare-related concerns (billing and collections).
- Maintained customer records and conducted service data analysis.
- Led and coached team members to ensure consistent service excellence.
- Handled direct client interactions and escalations.
Quality Assurance Specialist Lead at Siblings International Business Solution – Davao (2020-02 – 2021-05)
- Oversee QA team performance and reporting, delivered accurate QA calibrations, and facilitated client alignment.
- Led calibration and operations listening sessions to improve service quality and compliance.
Quality Assurance Specialist at iQor – Davao (2018-07 – 2020-01)
- Delivered quality audits, provided trend insights, and participated in regular calibrations.
- Supported frontline teams through feedback and best practice sharing.
Quality Assurance Analyst at VXI Global Solutions (2016-04 – 2018-06)
- Monitored and evaluated service delivery to ensure quality standards.
- Identified process gaps and recommended actionable improvements.
- Conducted regular performance assessments and feedback sessions.
Technical Support Representative at VXI Global Solutions (2015-04 – 2016-03)
Customer Service Representative at Teleperformance Philippines (2014-12 – 2015-03)
