Skills
Accounting > Financial Accounting > Analysis
5-10 Years
Office and Administration > Quality Assurance
10+ Years
Team Leadership
5-10 Years
Process improvement
10+ Years
Data Analysis
5-10 Years
Risk Management
5-10 Years
Regulatory Compliance
5-10 Years
Audit
5-10 Years
- Customer Service
10+ Years
Escalation Management
5-10 Years
Accounting > Accounts Payable > Accounts Receivable > Billing
2-5 Years
Complaint resolution
10+ Years
COMPLIANCE MANAGEMENT
10+ Years
Human Resources > HR Management > Administrative Works > Operations Management
5-10 Years
Experience highlights
Escalations Associate – Registered
Wells Fargo India & Philippines
·
May/2026
–
Present
Investigated and resolved complex escalated customer inquiries involving loans, credit exceptions, and online transactions. Processed corrective transactions ensuring FINRA compliance and government requirements.
Operations Analyst 2
Wells Fargo Enterprise Customer Excellence
·
July/2019
–
Present
Reviewed enterprise-wide customer communications and resolved discrepancies between reviewers. Categorized interactions, routed cases to escalation teams, and supported experience initiatives through analysis and reporting.
Quality Analyst
Baker McKenzie Global Services Manila
·
March/2018
–
Present
Conducted quality audits, delivered coaching to operations personnel, and developed QA metrics. Participated in calibration sessions and analyzed trends to identify coaching opportunities.
Quality Analyst
Accenture
·
December/2009
–
Present
Served as Subject Matter Expert supporting six Quality Analysts. Led calibration sessions and call listening activities. Identified coaching opportunities and implemented continuous improvement initiatives.
Customer Service Representative
Accenture
·
December/2006
–
Present
Managed billing inquiries and served as SME for commercial account processes. Resolved customer complaints, processed account inquiries, and created service orders while maintaining documentation.
