Customer Support KYC Pro | 17+ yrs BPO Remote Experience
Bulacan
I am a customer support and KYC professional with over 17 years of combined experience in BPO, remote, and freelance work. My expertise includes handling customer inquiries, managing cases, coordinating with internal teams, and maintaining accurate records. I have a strong background in identity verification, reviewing documents, identifying discrepancies, and escalating cases requiring further review, supported by training in AML fundamentals, Customer Due Diligence (CDD), and Suspicious Activity Reporting (SAR). Beyond KYC, I bring extensive customer support experience, including CRM management, quality assurance, reporting, and leading teams of up to 15 staff. I am skilled at managing high‑volume inquiries, escalations, and workflow improvements. In addition, I have hands‑on property management experience, overseeing tenant communication, administration, and day‑to‑day operations. What sets me apart is my adaptability, attention to detail, and ability to work independently while ensuring compliance and delivering excellent service. I am currently seeking remote opportunities in KYC, customer support, and property management, where I can apply my skills to help businesses grow and succeed.
Valhalla Vitality, full_time
Jul 2023 to Jul 2026
Provide prompt, professional customer assistance through email and support tickets; resolve inquiries, troubleshoot issues, and meet service level agreements (SLAs). Review and verify customer identity documents and account information in compliance with Know Your Customer (KYC) policies: identify discrepancies and escalate suspicious or incomplete cases. Manage customer support tickets from initial inquiry to resolution, maintaining accurate case documentation and coordinating with internal teams on complex concerns. Maintain detailed records of customer interactions, account updates, and KYC verification results; generate reports on ticket volumes, response times, and operational trends.
Life at Sea Cruises, full_time
Mar 2023 to Jul 2023
Assisted the sales team in promoting and selling cruise packages, upgrades, and amenities, while processing bookings and payments. Applied in-depth knowledge of cruise itineraries, onboard facilities, and dining choices to offer informed recommendations to customers. Managed reservations, cabin assignments, and coordination with other departments to ensure accurate Information and customer preferences were met. Maintained accurate records of sales transactions and generated reports on sales performance, booking trends, and customer feedback. Worked toward individual and team sales targets through incentives, commissions, and ongoing sales training
Family business, part_time
Mar 2023 to Present
Oversee daily property operations, inspections, upkeep, utilities, security, and overall property condition. Manage tenant concerns and agreements while coordinating contractors, suppliers, maintenance teams, and service providers. Monitor rental income, operating expenses, budgets, payments, contracts, permits, and property-related documentation. Plan and supervise repairs, preventive maintenance, renovations, and property improvements, ensuring quality, cost efficiency, and timely completion.
Remotely Philippines, full_time
Mar 2022 to Dec 2022
Assisted property managers in fully activating their listings on the company's property management software. Communicated with property managers via text, calls, email, and Zoom to address concerns and explain system benefits. Verified the identity and legitimacy of property managers before setting properties live in the system.
AFNI Philippines, full_time
Mar 2019 to Oct 2021
Provided level 2 technical support via phone, email, and live chat to a US-based mobile user base. Troubleshot and resolved complex technical issues related to mobile devices, escalating to Level 3 support as needed. Maintained detailed records of customer interactions and issues in a ticketing system.
HCL Technologies, full_time
May 2017 to Mar 2018
Led and monitored the performance of a team of 15 customer service representatives against company goals. Coached representatives to improve performance and provided daily end-of-day (EOD) reports.
HCL Technologies, full_time
Feb 2017 to May 2017
Evaluated customer interactions to ensure quality standards were met and conducted regular audits. Provided feedback and coaching to customer service representatives and reported findings to management. Analyzed customer complaints to determine root causes and collaborated with cross-functional teams to Improve customer experience.
HCL Technologies, full_time
May 2016 to Feb 2017
Responded to customer inquiries, resolved issues, and processed orders, returns, and exchanges. Built positive customer relationships through effective communication and up-to-date product knowledge.
Expert Global Solutions, full_time
Mar 2015 to Apr 2018
Responded to credit card account inquiries via phone, email, and chat, including balance transfers and payment inquiries. Resolved billing errors, disputes, and fraudulent activity, and escalated complex issues to higher-level specialists.
Concentrix Philippines, full_time
Mar 2014 to Jan 2015
Handled customer service for Canada-based telco clients, addressing mobile and internet service inquiries via phone, email, and chat. Assisted with account maintenance, billing inquiries, and resolution of service outages and network issues.
Teletech Philippines, full_time
May 2010 to May 2013
Handled inbound sales and customer service for New Zealand-based telco clients. Resolved service outages, network problems, and billing errors, escalating complex issues as needed.
Telus international Philippines, full_time
Sep 2009 to Apr 2010
Handled customer service for Canada-based mobile users, resolving account, billing, and service issues via phone, email, and chat.