Customer Experience Specialist Team Lead
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Manages and supports a team and ensures to meet all client expectations regarding quality across both digital and voice interactions. Provides regular and impactful coaching to the team members. Handling escalations to ensure prompt resolution of customer concerns. Provide feedback and analysis to leadership to help identify and resolve issues and assist with resource management.
Customer Experience Specialist Team Lead - InDebted - Remote
(2023-12)
Manages and supports a team and ensures to meet all client expectations regarding quality across both digital and voice interactions. Provides regular and impactful coaching to the team members. Handling escalations to ensure prompt resolution of customer concerns. Provide feedback and analysis to leadership to help identify and resolve issues and assist with resource management.
Customer Experience Specialist - InDebted - Remote
(2023-04 - 2023-12)
Delivers an unmatched experience to customers who are taking a first step on their path to financial fitness by resolving past due accounts.
Customer Service Agent - Invisible Technologies Inc. - Remote
(2023-03 - 2023-06)
Provided customer support via webcam for hospitals and clinics, assisting medical staff in connecting with interpreters to support patients with limited English proficiency or hearing impairments. Troubleshot technical issues related to the interpreter access app, including connectivity, login, and device compatibility, ensuring smooth and timely service delivery.
Operations Supervisor - Incenter Mortgage Solutions LLC - Ortigas, Pasig
(2018-01 - 2023-01)
Coordinates workflow for assigned personnel in compliance with established policies and procedures. Sets processing deadlines and generates correspondence and reports. Provides support to department manager and carries out assigned duties and projects.
Vendor Services Specialist - Incenter Mortgage Solutions LLC (Formerly PMAC Business Operations Inc) - Ortigas, Pasig
(2015-10 - 2017-12)
Conduct quality assurance audits, including, but not limited to, employment and asset information that has been provided in the loan application to assure that it adheres to the compliance and investor guidelines.
Vendor Services Specialist - PMAC Business Operations Inc - Ortigas, Pasig
(2015-09 - 2015-10)
Conduct quality assurance audits, including, but not limited to, employment and asset information that has been provided in the loan application to assure that it adheres to the compliance and investor guidelines.
Loan Processor - PMAC Business Operations Inc - Ortigas, Pasig
(2014-07 - 2015-09)
Review items for accuracy that are populated in the system and checks minimum requirements based on the checklist. Review fees and making sure that it is complete, accurate. Communicate with broker and loan officers for any corrections or revisions through email. Call each borrower and ask if they need assistance in signing their document. Communicate with both borrowers and their loan processor.
Bachelor of Science - Information Systems - University of Santo Tomas España (2010 - 2014)
High School - Miriam College (2006 - 2010)
Grade School - Miriam College (1999 - 2006)
