Customer Service & Operations Specialist | 9+ Years of Experience
Camarines Norte, Capalonga, Philippines
Customer Service and Operations professional with 9+ years of experience supporting customers and business operations across Capital One and PayPal. Experienced in handling complex customer concerns, escalations, case management, process documentation, mentoring, and real-time workforce operations. Known for strong communication, attention to detail, problem-solving, and consistently delivering professional customer experiences. Comfortable working with international teams, multiple systems, and fast-paced environments.
PayPal Philippines, full_time
Jul 2019 to May 2026
Progressed through multiple roles at PayPal, from Customer Solutions Teammate to Subject Matter Expert, Mentor, Lead Mentor, and Real-Time Analyst. Supported customer escalations, coached over 200 agents, improved processes, maintained SOPs, and managed real-time workforce operations across APAC and North America.
Capital One Philippines, full_time
Dec 2016 to Feb 2019
Started as a Customer Service Representative at Capital One, providing professional support to customers, resolving account concerns, handling complex inquiries, and consistently delivering quality service in a fast-paced environment.