Highlights:

Skills:? Google Suite Tools ?JIRA ?Salesforce ?CRM Looker

Retail Customer Support Manager 12/2021 - 03/2023
Coinbase, Taguig, Metro Manila Philippines
Industry: Finance
Develop a team of high performing analysts to provide the best experience in Resolution Desk Operations. Provide coaching and mentorship with 18 analysts across different products by scheduling weekly syncs to discuss performance and growth. Helped with process improvement specifically on Coinbase Card and Wallet. Bi-weekly meetings with other managers and directors on how the team is performing
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Team Manager 12/2017 - 12/2021
Remitly, Mandaluyong, Metro Manila Philippines
Industry: Finance
Facilitate Team meetings and huddles. Provide coaching and mentoring on performance and growth. Act as go-to person for escalations. Weekly calibration with team and management. Helps with process improvement or update process that affect customer service
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Quality Assurance Specialist 01/2015 - 08/2017
Globe Telecom, Taguig, Metro Manila Philippines
Industry: Telecommunication
performs quality evaluations for escalated cases. Analyze data and generate reports on weekly audits. Partner with Quality and Operations leads in redefining Quality guidelines and discussing performance on audited transactions. Progress of new audit transactions set-ups. Alignment and immersion sessions done with vendors and agents. Act as OIC in absence of QA head. Perform calibration sessions with fellow QAs and Operations
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Assumption College 06/2005 - 03/2009
Makati, Metro Manila, Philippines
Degree: Bachelor's Degree
Major:Management
Minor:Entrepreneur
NA

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