Professional Operations Specialist with a 10+ year career in BPO.
Metro Manila
Professional Operations Specialist with a 10+ year career defined by precision, high-stakes problem solving, and multi- state compliance. Before transitioning to the insurance industry-- where I now support 20+ agencies-- I spent 8+ years at Citibank. As an escalations Officer, I managed the 'Specialty Gate,' resolving complex issues across Citi-branded credit cards, ThankYou Rewards, billing disputes, and technical support. This background in banking and retention allows me to handle sensitive insurance billing and carrier coordination with an elite level of professionalism and a 'client-first' approach to resolution.
Covu, contract
Apr 2025 to Present
Manage service workflows for a diverse portfolio of agencies, ensuring all tasks- from billing to carrier coordination- align with the specific insurance laws of CA, TX, NY, and MA.
Citibank, full_time
Sep 2016 to Mar 2025
Managed the most sensitive and high-stakes customer interactions for Citi-branded credit cards, including Executive-level escalations and social media brand protection.
Teleperformance, full_time
Aug 2012 to Sep 2016
Advanced from high-volume customer service into specialized retention and leadership support roles. Managed the entire customer lifecycle for Boost Mobile, ranging from technical onboarding to high-stakes account recovery and peer mentorship.