Skills
2-5 Years
Data Analysis
5-10 Years
Account Management
5-10 Years
Root cause analysis
2-5 Years
Risk Management
2-5 Years
Customer Relations
10+ Years
Customer Retention
5-10 Years
Accounting > Bookkeeping > QuickBooks
2-5 Years
Escalation Management
5-10 Years
Customer Service > Gorgias > Shopify
2-5 Years
Salesforce (CRM)
2-5 Years
Experience highlights
Lead Representative, Customer Care - SMB Merchant Operations & Analytics
PayPal Philippines, Inc.
·
January/2021
–
/
Manage Salesforce CRM records across AU, HK, JP, SEA, IN markets. Conduct root-cause analyses and prepare reports for stakeholders. Build KPI dashboards, manage complex escalations, mentor new agents.
Customer Relations Specialist
Concentrix
·
January/2018
–
Present
Managed company-wide complaint tracking and escalation. Delivered guidance on investigation and root-cause methodology. Maintained regulatory and business-conduct compliance across channels.
Consumer Retention Specialist
Convergys
·
January/2010
–
Present
Drove customer retention through loyalty-based offers and personalized solutions. Consistently met sales targets. Supported team revenue goals through product knowledge and transaction processing.
