John Lewis Carigo

Banking and financial operations professional with nearly six years of experience reviewing customer accounts and documentation, investigating credit disputes, maintaining accurate records, and resolving complex cases. Detail-oriented, organized, and experienced in high-volume case management, client follow-up, data accuracy, and policy-based processes.

Senior Escalation Representative at Wells Fargo Philippines (2020-09 – 2026-03)

• Reviewed customer information, account records, supporting documentation, and case details to investigate discrepancies, determine appropriate resolution, and ensure case completeness.
• Monitored SLA adherence and case performance while managing multiple workflows and priorities in a high-volume financial-services environment.
• Collaborated with internal teams and stakeholders to resolve complex cases, obtain required information, and drive cases toward timely resolution.
• Identified process gaps and contributed to process improvement initiatives, reporting, procedure reviews, and operational enhancements.
• Recognized for strong performance and contribution to innovation and process improvement initiatives within Consumer Banking and Lending.

Customer Loyalty Representative at Shore Solutions Inc. (2019-10 – 2020-03)

• Managed customer account requests, contract changes, service upgrades, renewals, and escalations.
• Updated customer records accurately and provided clear follow-up on requirements and next steps.

Peer Development Specialist at Sitel Group (now Foundever) (2018-07 – 2019-09)

• Resolved customer concerns, processed account updates, and handled escalated cases.
• Supported new-hire training, coaching, and knowledge sharing.

Technical Support Representative at Convergys (now Concentrix) (2016-05 – 2018-05)

• Assisted customers with account maintenance, billing concerns, service requests, and documentation.
• Maintained accurate records and resolved customer issues in a high-volume environment.

Bachelor of Science in Business Administration - Marketing – ICCT Colleges (2016-05)