Wendy Ruego

Customer Experience Specialist with 10 years of multi-channel support experience across financial services, telecommunications, and fintech, specializing in written channels — email, live chat, and social media — alongside escalation handling and case documentation. Proven track record managing high-priority escalations, driving CSAT performance, and identifying patterns across cases to proactively resolve issues and support team-wide improvements.

Social Media Specialist at KMC Mag Solutions Inc. (StarHub) (2022-04 – 2026-04)

• Handled concurrent digital chats, billing inquiries, and troubleshooting as a senior-level customer experience resource.
• Managed high-priority manager chats and shop escalations, ensuring rapid resolution during peak volume periods.
• Led NPS Recovery initiatives, conducting case reviews and scrubbing to identify root causes and protect brand reputation.
• Awarded StarHub HQ2 Social Media M.V.P. (May 2024); recognized as Quality Champion and Socmed Superstar.

Quality Auditor Intern at Ubiquity Global Services Inc. (Marqeta) (2021-11 – 2022-03)

• Audited voice and email interactions to ensure adherence to client-defined quality standards.
• Facilitated weekly calibration sessions with clients to align on performance benchmarks and KPIs.
• Managed QA disputes and conducted 1-on-1 coaching sessions to improve agent performance.

CSR / Risk Operations Analyst at Ubiquity Global Services Inc. (Chime) (2021-01 – 2021-11)

• Executed end-to-end investigations into unauthorized transactions to safeguard cardholders from financial risk.
• Conducted investigative outbound calls to merchants and cardholders to gather evidence for dispute resolution.
• Served as Subject Matter Expert (SME) and Point of Contact across five different Lines of Business, documenting findings for cross-team visibility.

Customer Service Representative at Sourcefit Philippines Inc. (EyeBuyDirect) (2020-07 – 2020-11)

• Assisted customers with account management and prescription and non-prescription eyeglasses purchases.
• Processed sales, billing, and refunds to ensure a seamless end-to-end customer experience.

Voice Support Specialist at Various BPO Accounts (US Clients) (2015-01 – 2019-12)

Supported high-profile US clients including PayPal, Wells Fargo Advisors, Verizon, AT&T U-Verse, and Sprint across financial services, billing support, technical troubleshooting, and inbound voice support.

Bachelor of Science in Hotel and Restaurant Management – WCC Aeronautical and Technological College (2015)

Bachelor in Library and Information Science – Philippine Normal University (2010)