Maria E

8 years in the BPO industry, the last 4 as SME on the Escalation Desk at Concentrix handling urgent escalations for high-value clients and assets. Serves as on-call point of contact when a Business Manager gets compromised and needs a resolution in hours, not the standard 24. Work covers all raised issues that require knowing which team to route to under which policy.

Also coordinates with Engineering on bug fixes and with Process Improvement and Program Managers on policy alignment, on top of clearing 100+ backlog cases a week.

SME, Escalation Desk at Concentrix CVG Philippines Inc (2022-08 – Present)

• Promoted to SME after a track record as a top performing agent; now serving as on-call escalation specialist for high-value clients and assets, coordinating directly with Sales partners to deliver resolutions within 3 hours — 8x faster than the standard 24-hour SLA — through a more thorough, white-glove investigation approach.
• Recognized as SME for hacked-asset recovery, resolving compromise cases across user accounts, Pages, Ad Accounts, and Business Managers by identifying unauthorized activity and banning bad actors before losses escalated.
• Resolved disabled-asset cases across varying policy frameworks by identifying and coordinating with the correct specialized team for each case type.
• Diagnosed platform bugs and coordinated with multiple Engineering teams to land fixes (diffs), closing the loop between frontline escalations and root-cause resolution.
• Partnered with Process Improvement Specialists and Program Managers to align case-handling procedures with evolving policy, contributing to standardized workflows adopted across the escalations desk.
• Closed 100+ backlog cases per week through structured backlog-scrubbing initiatives, maintaining a 100% audit-pass rate through evidence-based, audit-ready documentation on every case.
• Acted as go-to point of escalation for junior team members on complex compromise and disabled-asset cases, guiding them on investigation methodology.

Process Associate at Genpact Philippines (2022-06 – 2022-08)

• Completed intensive certification in banking fraud prevention and regulatory compliance, then applied it live to resolve account and transaction inquiries with 90% first-contact resolution.
• Verified identity and account activity across 40+ customer interactions daily while maintaining zero compliance violations in a regulated banking environment.

Healthcare Advisor at TaskUs (LizardBear Tasking, Inc.) (2021-07 – 2021-10)

• Supported 30+ patients daily via video consultation on COVID-19 PCR/Rapid Test results, maintaining 100% compliance with data-privacy protocols while sustaining high-volume daily case loads.

Customer Service Representative at TELUS International Philippines (2018-09 – 2021-05)

• Sustained a CSAT score of 100% across 30+ non-voice tickets daily by resolving shipping, refund, and warranty claims accurately and on first contact.
• Processed 25+ refund and order-adjustment cases with zero policy-compliance errors over 2.5 years.

PC Operations – Calamba Manpower Development Center (2011 – 2011)

– Commonwealth High School (2010 – 2011)