Document Returns Team Leader at Loanworks Technologies (2025-05 – 2026-05)
- Led the daily operations of the Document Returns Team while ensuring service level agreements, productivity targets, and quality standards were consistently achieved through effective workflow and resource management.
- Expanded leadership responsibilities by overseeing the Document Preparation and Certification teams. In the latter part of the role, transitioned to primarily managing and processing Document Preparation tasks while continuing to oversee Document Returns operations and monitor the performance of the Certification team.
- Coached team members through regular one-on-one sessions, performance reviews, and ongoing training to improve productivity, strengthen technical knowledge, and foster a high-performing team.
- Resolved operational escalations by collaborating with internal stakeholders, providing process guidance, and implementing timely solutions to maintain service quality and minimize delays.
- Collaborated with cross-functional teams on workforce planning, recruitment, client implementations, process improvements, and compliance initiatives to enhance operational efficiency and support business objectives.
Customer Service Team Leader at MoneyGuru Philippines Corporation (2022-09 – 2024-11)
- Led the daily operations of the Customer Service team by managing workflows, assigning tasks, and ensuring adequate staffing to meet service levels and response time targets.
- Monitored individual and team performance, tracked key performance indicators, and provided coaching and regular feedback to improve productivity, service quality, and customer satisfaction.
- Resolved escalated customer concerns by coordinating with internal teams and ensuring timely, fair, and effective resolutions to maintain a positive customer experience.
- Conducted onboarding, product training, and process refresher sessions to help new and existing team members stay knowledgeable, compliant, and prepared for operational changes.
- Prepared and presented regular performance reports, customer feedback, and operational metrics to management to support data-driven decisions and continuous process improvement.
Back Office – Issuance Team Leader at MoneyHero Insurance Brokerage Inc. (2021-07 – 2022-09)
- Led the daily operations of the Policy Issuance team by managing workflows, assigning tasks, and ensuring adequate staffing to meet service-level targets and turnaround times consistently.
- Monitored individual and team performance, tracked key performance indicators, and provided coaching and regular feedback to improve productivity, accuracy, and overall team performance.
- Handled escalated customer concerns by working closely with internal teams and partner providers to ensure timely resolutions and deliver a positive customer experience.
- Conducted onboarding, job-specific training, and refresher sessions to equip new and existing team members with the knowledge needed to perform their roles effectively and stay updated on process and product changes.
- Collaborated with cross-functional departments and external partners to resolve operational issues, improve processes, and support the delivery of efficient and high-quality service.
Quality Analyst at MoneyGuru Philippines Corporation (2020-02 – 2021-06)
- Conducted onboarding, product training, and refresher sessions for new and existing employees, ensuring they remained knowledgeable about company procedures, products, services, and process updates to perform their roles effectively.
- Monitored and evaluated customer interactions, providing coaching and constructive feedback to improve agent performance, service quality, and overall customer experience.
- Maintained quality standards by reviewing agent performance, ensuring compliance with company policies and procedures, and developing evaluation metrics to identify improvement opportunities and support continuous process improvement.
Back Office Specialist at MoneyHero Insurance Brokerage Inc. (2017-08 – 2020-01)
- Verified client information and supporting documents before processing end-to-end policy issuance, ensuring policies were accurate, compliant with company and regulatory requirements, and delivered within the required turnaround time.
- Resolved escalated client concerns by working closely with internal teams, providing timely updates, and coordinating solutions to deliver a positive customer experience while maintaining service standards.
- Served as the team's primary point of contact and acted as Team Lead during leadership absences by coordinating daily operations, supporting team members, and ensuring smooth workflows and consistent service delivery.
Operations Team Leader at Softmedia Entertainment Solutions Inc. (2014-07 – 2017-05)
- Assigned daily tasks to team members, provided guidance, and set priorities to ensure work was completed accurately and on time.
- Monitored the team's performance, gave regular feedback, and updated management on operational progress to help improve productivity and address issues promptly.
- Prepared and reviewed monthly cash flow reports, providing management with reliable financial information to support planning and decision-making.
- Handled the onboarding of new member accounts while ensuring all required procedures and compliance standards were followed.
- Conducted interviews, trained new employees, and helped them transition smoothly into their roles to build a capable and productive team.
