QA, Customer Service Sales Professional |Appointment Setting |
Metro Manila
I am a results-driven Quality Assurance, Customer Service, and Sales professional with experience supporting customers, monitoring service quality, handling sales activities, and building positive client relationships. I bring a strong combination of communication skills, attention to detail, problem-solving, and a customer-focused approach to every role. My experience includes quality monitoring and evaluation, customer service, outbound and inbound communication, lead generation, cold calling, appointment setting, follow-ups, and CRM management. I am comfortable working with multiple systems and handling high-volume tasks while maintaining accuracy, professionalism, and a consistently positive customer experience. What sets me apart is my ability to look at both sides of the customer journey: delivering excellent service while also understanding business and sales objectives. In Quality Assurance, I focus on identifying performance gaps, maintaining standards, and providing constructive feedback. In customer service and sales, I focus on understanding customer needs, handling objections, building trust, and moving conversations toward positive outcomes. I am adaptable, dependable, and comfortable working independently in a remote environment. I learn new processes and systems quickly and take pride in being organized, detail-oriented, and committed to continuous improvement. I am open to opportunities in Quality Assurance, Customer Service, Sales, Lead Generation, Appointment Setting, and other client-facing or operations roles where I can contribute my experience and help a company deliver a better customer experience while achieving its business goals.
Manila Marketing Group, freelance
Feb 2026 to Present
Conduct high-volume outbound cold calls to B2B prospects to identify potential business opportunities. Research and identify qualified prospects based on target industries, company profiles, and decision-maker roles. Engage prospects through phone and email outreach to introduce products and services and determine their business needs. Qualify leads by identifying their requirements, level of interest, decision-making process, and potential fit. Handle objections professionally and use consultative selling techniques to maintain productive conversations. Schedule qualified appointments and meetings for the sales or business development team. Conduct timely follow-ups with prospects to nurture leads and increase conversion opportunities. Maintain accurate prospect, call, appointment, and follow-up records in CRM systems. Collaborate with sales and internal teams to ensure qualified leads are properly transitioned and followed up. Meet or exceed KPIs related to outbound calls, conversations, qualified leads, appointments, follow-ups, and pipeline generation. Deliver a professional and customer-focused experience throughout every prospect interaction.
Wells Fargo Enterprise Global Services, LLC-Phils., full_time
Feb 2020 to Dec 2023
Audit and Review: Examine and research complex mortgage loan files, documentation, and processes to ensure compliance with internal company requirements, investor guidelines (e.g., FHA, FHLMC, FNMA), and government regulations (e.g., FDPA, NMLS Safe Act). Risk Management: Identify potential risks, problem areas, and material deficiencies, researching solutions and developing recommendations for improvement. Documentation and Reporting: Document quality issues and performance measures, prepare detailed reports for management review, and maintain accurate records for audit purposes. Collaboration and Feedback: Work closely with underwriters, loan processors, compliance teams, and other internal/external stakeholders to resolve identified issues, implement process improvements, and assist with staff education and feedback. Subject Matter Expertise: Act as a subject matter expert, providing support and guidance to business line staff regarding policies, procedures, and regulations Monitoring and evaluating the quality of inbound or outbound customer calls and emails. Documenting quality issues and performance measures for management review. Conducting QA talks and alignment sessions with team members to help them understand quality standards and work on improvement opportunities in call handling. Providing information and assisting in the feedback and formal education process for other staff. Evaluating staff knowledge and compliance with governing policies, procedures, and regulations, including those related to the mortgage industry. Analyze data to uncover trends, risks, and opportunities Build impactful dashboards, reports, and scorecards (Power BI, Excel, SQL) Translate data into clear business insights and recommendations Ensure data accuracy, governance, and reporting integrity Collaborate with business and Mortgage Closer teams to support decision-making Partner with Inventory Management, Sales teams, Management and onshore partners to resolve data or submission questions impacting rating outcomes. data entry and email back-office Identify potential underwriting concerns, data anomalies, or risk factors and escalate appropriately. Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills. Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations. Prepare detailed reports and dashboards on agent performance, quality scores, and common issues. Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents. Ensure compliance with client-specific guidelines, and company policies. Analyze call trends and customer feedback to identify training needs and process improvement opportunities. Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction. Loan Documentation Speciali
WELLS FARGO ENTERPRISE SERVICES LLC, full_time
Jun 2018 to Sep 2020
Review loan applications and supporting documents for completeness, accuracy, and compliance with established requirements. Verify borrower, property, financial, and loan information against required documentation. Prepare, process, and manage loan documentation while ensuring information is accurately captured in internal systems. Identify missing, inconsistent, or inaccurate information and coordinate with relevant teams, brokers, borrowers, and other stakeholders to resolve documentation issues. Conduct detailed quality checks and validation of loan documents before progressing applications to the next stage. Monitor loan files and documentation requirements to ensure deadlines and service-level agreements are met. Liaise with brokers, customers, lenders, solicitors, settlement agents, and internal teams regarding outstanding documentation and loan requirements. Maintain accurate records and update loan status, notes, and documentation in relevant systems and CRM platforms. Handle confidential customer and financial information in accordance with company policies, privacy requirements, and regulatory standards. Investigate and resolve documentation discrepancies, exceptions, and processing issues. Prioritize multiple loan files and tasks while maintaining a high level of accuracy and attention to detail. Support continuous improvement by identifying recurring documentation issues and recommending process improvements. Meet productivity, accuracy, quality, and turnaround-time targets while maintaining a high standard of customer service.
WELLS FARGO ENTERPRISE SERVICES LLC, full_time
Dec 2017 to Jun 2018
Handled inbound customer calls involving complex banking inquiries, account concerns, transactions, and service requests. Managed escalated customer issues and served as a point of contact for resolving complex or sensitive concerns. Investigated customer issues, reviewed account information, identified appropriate solutions, and provided accurate resolutions. Verified customer information and followed established security, privacy, and banking procedures. Explained banking products, services, account features, and processes clearly to customers. Identified customer needs and recommended appropriate banking products and services when applicable. Used consultative communication and active listening to build trust and improve customer satisfaction. Documented customer interactions, resolutions, transactions, and follow-up requirements accurately in CRM and banking systems. Navigated multiple systems and applications simultaneously while maintaining efficient call handling and data accuracy. Collaborated with internal departments and specialized teams to resolve issues requiring additional investigation or authorization. Followed regulatory requirements, internal policies, quality standards, and established escalation procedures. Performed detailed research and problem-solving to resolve complex cases while minimizing repeat contacts. Maintained professionalism and composure when dealing with frustrated or dissatisfied customers. Supported quality assurance objectives by maintaining accurate documentation, compliance, and consistent service standards. Met or exceeded performance metrics including customer satisfaction, quality, productivity, first-call resolution, and service-level targets. Assisted with coaching, knowledge sharing, and supporting less-experienced team members when required.