Jemuelle Garino
Customer Service and Operations professional
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About
Customer Service and Operations professional with nearly four years of experience supporting 401(k) retirement accounts. Promoted from Customer Service Representative to Subject Matter Expert and later to Lead Representative through consistent performance. Skilled in customer escalations, coaching, documentation review, quality support, and delivering exceptional customer experiences while consistently meeting performance goals.
Experience
Lead Representative - Empower Enterprise Philippines Inc.
(2025-08 - 2025-12)
- Assisted representatives with complex retirement account inquiries.
- Handled supervisor escalation calls.
- Coached representatives on policies and procedures.
- Reviewed documentation for accuracy and compliance.
- Coordinated with internal departments.
- Helped improve team performance through coaching.
Senior Representative / Subject Matter Expert - EXL Service Philippines Inc.
(2022-06 - 2025-08)
- Supported representatives with process-related questions.
- Assisted participants with 401(k) plans, withdrawals, loans, rollovers, and maintenance.
- Conducted coaching sessions.
- Handled complex customer concerns.
- Maintained quality and productivity goals.
Customer Service Representative - ePerformax Contact Centers & BPO
(2021-08 - 2021-12)
- Assisted customers through inbound calls.
- Resolved account inquiries.
- Maintained professionalism and accuracy.
- Consistently met quality and productivity expectations.
Education
Bachelor of Science - Information Technology - University of Caloocan City
High School Diploma - Deparo High School
