Skills
Senior Customer Service Representative
1-2 Years
Recruitment Coordinator
1-2 Years
B2B Lead Generation Specialist
2-5 Years
Intake Officer
6 Months to 1 Year
Quality Assurance & Content Review
1-2 Years
SOCIAL MEDIA & CONTENT MANAGEMENT
6 Months to 1 Year
Experience highlights
Senior Customer Escalations Specialist
Wells Fargo
·
October/2024
–
Present
Managed complex escalations requiring investigation and policy interpretation. Reviewed cases for policy violations and process concerns. Provided guidance to employees and collaborated with leadership to resolve sensitive issues maintaining compliance.
Senior Quality Assurance Administrator
Wells Fargo
·
June/2022
–
Present
Conducted quality evaluations and performance reviews. Identified recurring issues and communicated findings to leadership. Supported performance improvement initiatives through monitoring, documentation and coaching.
Customer Escalations Specialist
Wells Fargo
·
January/2022
–
Present
Handled emotionally charged and high-visibility cases with professional customer-focused approach. Ensured responses aligned with company policies and regulatory requirements. Identified improvement opportunities for escalation procedures.
Social Media Management Virtual Assistant
Remote Client Support
·
May/2021
–
Present
Created content and scheduled posts to grow online presence. Maintained content calendar and published posts, Stories and Reels. Created short-form video content with consistent posting strategy.
Customer Solutions Teammate
PayPal Philippines
·
October/2019
–
Present
Served as Subject Matter Expert for dispute and claims processes. Provided guidance on policies and investigation procedures. Reviewed escalated cases and ensured consistent policy application.
