Financial Consultant

Jul 2024 - Apr 2026

Evaluated clients' financial situations and developed tailored financial strategies to achieve long-term goals. Provided strategic advice on financial products, helping clients make informed decisions. Built and maintained strong client relationships while ensuring compliance with financial regulations.

Team Leader

Jun 2022 - Jul 2024

Managed team operations, drove performance improvement, and achieved organizational goals. Mentored and developed team members, fostering a positive and collaborative work environment. Demonstrated strong communication, leadership, and interpersonal skills to motivate and inspire teams to exceed expectations.

Subject Matter Expert

Aug 2020 - May 2022

Assisted new hires in the Home Lending Academy by sharing expertise and best practices in call handling and effective communication. Provided side-by-side mentoring and coaching. Facilitated training sessions, process refreshers, and performance reporting with leaders.

Supervisor Apprentice

Aug 2019 - Jul 2020

Assisted with Email Servicing and collaborated with the leader to improve site performance. Executed supervisor's day-to-day responsibilities including training, evaluation, and coaching of specialists. Provided strategies and action plans to enhance quality and customer experience. Improved CSAT and QA performance for the Manila Email Servicing Team.

Hold Reduction Coach

May 2018 - Sep 2018

Assisted focus specialists in minimizing hold time by providing call handling strategies, process/tool familiarization, and side-by-side call listening and coaching. Collaborated with project leaders and coaches through meetings, monitoring, and reporting. Achieved the 60-second goal with 4 FTE saves. Received Certified Bright Idea award in 2018.

Account Specialist

Oct 2009 - Sep 2018

Assisted customers with inquiries via inbound/outbound calls and emails through the Secure Message Center. Consistently exceeded metric scorecards in customer service. Shared expertise in Mortgage, Home Equity, and Email Servicing processes by assisting colleagues, new hires, and collaborating with leaders.

Escalation Specialist

Dec 2008 - Sep 2009

Assisted specialists with escalated calls and resolved customer concerns to satisfaction. Generated escalated call reports for action plans and site performance improvement. Provided feedback and process updates to leaders for collaboration and improvement.

Customer Service Representative

Jul 2005 - Nov 2008

Assisted customers with inquiries via inbound/outbound calls. Consistently exceeded metric scorecards in customer service. Supported specialists by sharing expertise in process, system, tool navigation, and best practices.