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Bachelor of Science in Business Administration
Fisher Valley College
More Info About Me
I bring 11 years of hands-on experience in BPO operations supporting U.S. financial services, with deep expertise in loan operations, performance management, and organizational development.
What I Specialize In:
-Leading and developing high-performing operations teams
-Designing and improving workflows and operational processes
-Building scalable systems that improve efficiency and consistency
-Driving performance management and productivity improvements
-Supporting loan operations and financial service processes
What I Deliver:
-Stable and structured operations
-Predictable and efficient workflows
-High-performing, accountable teams
-Process-driven and scalable systems
-Consistent operational results
Core Skills and Expertise
Executive and Administrative Support, Operations and Workflow Management, Team Leadership and Training, Reporting and Data Analytics, Customer Success and Client Support, Financial and Loan Operations , Tools and Digital Platforms
Certificates
My Experience and Education
2015
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2016
Valor Global Philippines
(Customer Service Representative | Billing & Technical Support)
High-Volume Voice Support (70–80 calls/day)
Billing and Technical Issue Resolution
Customer Documentation & Case Notes
Customer Experience & Quality Execution
2016
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2017
ServiceFirst, Inc.
(Loan Operations Specialist)
Loan Application Support & Processing
Customer Documentation & Verification Support
Data Entry & Workflow Tracking
Compliance-Sensitive Recordkeeping
2017
-
2018
ServiceFirst, Inc.
(Case Resolution Specialist)
Case Handling & Resolution Support (20–40/day)
Customer Communication & Follow-ups
Ticket Tracking & Documentation Quality
Process Adherence & SLA Monitoring
2018
-
2020
ServiceFirst, Inc.
(Customer Recovery & Escalation POC)
Escalation Handling & Case Management (30–50/day)
Customer Retention & Service Recovery
Root Cause Analysis & Issue Trend Identification
Documentation Accuracy & Compliance Tracking
Follow-up Systems & Resolution Workflow Control
2020
-
2021
ServiceFirst, Inc.
(Operations Supervisor Trainee)
KPI Monitoring & Daily Performance Tracking
Coaching Support & Performance Documentation
Onboarding Support & Ramp Monitoring
Workforce Coordination & Schedule Support
Operations Readiness & Execution Follow-through
2021
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2021
ServiceFirst, Inc
(Global Productivity and Process SME)
Process Improvement & Operational Efficiency (10–20%)
Workflow Analysis & Execution Optimization
Standardization & Documentation Controls
KPI Reporting & Leadership Insights
Operational Scalability Support
Stakeholder Collaboration & Change Support
2021
-
2024
ServiceFirst, Inc.
(Organizational Development & Training Lead | Multi-Site)
Learning Program Administration & Coordination
Training Needs Analysis (TNA)
Coaching Framework Development
Onboarding & Ramp-Up System Design (30-60-90)
Cross-Functional Stakeholder Alignment
Documentation Standards & Process Compliance
QA Calibration Support & Governance
Performance Improvement Systems (30–90 day impact)
2024
-
Current
Infosys BPM
(Operations Supervisor | Performance and Service Delivery Lead)
Service Delivery & Team Operations (20–30 FTE)
KPI Ownership (QA, AHT, FCR, Adherence, Shrinkage)
Capacity Planning & Attendance Forecasting
Quality Audits & Coaching Interventions (15–20 audits/day)
Performance Management & PIP Support
Hiring Support, Interview Participation & Candidate Endorsement
New Hire Onboarding, Nesting Support & Ramp Tracking
Compliance & Documentation Governance (Regulated Banking)
Escalation Management & Customer Recovery
Performance Dashboards & Executive Reporting
SOP Reinforcement & Process Standardization
Cross-Functional Coordination (QA, HR, Workforce, Training)
My Services
Training & Learning Development
Training • Onboarding • Coaching • Learning Facilitation • Training Docs • Knowledge Base Mgmt
Reporting & Business Analytics
Reporting • KPI Dashboards • Excel/Sheets • Performance & Trend Analysis • Data Validation
Customer Success & Client Support
Client Support • Customer Service • Escalations • Complaint Handling • Account Mgmt • Service Recovery
Financial & Loan Operations
Loan Admin Support • Documentation • Verification • Validation • Client Assistance • Collections • Payment Monitoring
Team Leadership & People Management
Leadership • Team Supervision • Coaching • QA • Productivity • Scheduling • Employee Development
Operations Management
Operations Management • Workflow • SOP Creation • KPI Tracking • Project Coordination • Process Improvement
Executive & Administrative Support
Calendar Management • Email Management • Scheduling • Travel • CRM • Documents • Research