Customer Service | Email Support | Escalation Management
Metro Manila
Customer Support and Operations Professional with 15+ years of experience supporting customers in high-volume, time-sensitive, and regulated environments. Proven ability to investigate complex issues, troubleshoot account and service problems, prioritize urgent requests, provide clear written support, maintain accurate service records, and coordinate cross-functionally to achieve timely resolution. Experienced in managing 50–90 customer inquiries daily and 60+ escalated cases monthly, while maintaining strong SLA performance, documentation accuracy, and customer satisfaction. Skilled in researching account information, identifying appropriate resolution paths, communicating complex information in a simple and customer-friendly manner, and escalating issues requiring specialized support. Technology-adaptable and comfortable learning new systems, workflows, and digital tools. Recognized for empathy, attention to detail, problem solving, written communication, collaboration, and ownership of customer issues from investigation through resolution .
ONITY MORTGAGE CORPORATION, full_time
Feb 2017 to Oct 2026
Manage a high-volume digital support queue of 50–90 customer inquiries daily, prioritizing requests based on urgency, complexity, and required resolution timelines. Investigate customer concerns by reviewing account history, servicing activity, records, and available account information to determine appropriate next steps. Troubleshoot complex servicing issues and coordinate with Loss Mitigation, Servicing, Relationship Managers, supervisors, and other internal teams to achieve timely resolution. Own escalated and at-risk accounts, using empathetic communication, de-escalation, and service-recovery techniques to resolve concerns and reduce repeat contacts. Provide clear, accurate, and customer-friendly written responses, translating complex servicing information and procedures into information customers can understand. Maintain accurate customer records and account updates in Mortgage Servicing Platform (MSP) and Reverse Quest, supporting reliable service history and operational continuity. Apply updated procedures and regulatory requirements to customer communications and servicing activities, ensuring accuracy, privacy, compliance, and consistent service delivery. Coordinate time-sensitive internal requests and maintain clear information exchanges between customer-facing and operational teams. Identify recurring customer concerns and service issues through account research and case review, supporting more efficient resolution and improved customer experience.
OCWEN Business Solutions, Inc., full_time
Apr 2015 to Feb 2017
Served as an escalation point for complex customer concerns involving Customer Care and Home Retention, coordinating with multiple departments to resolve urgent issues. Managed 60+ escalated cases per month, prioritizing cases according to urgency, complexity, customer impact, and resolution requirements. Helped reduce case aging by 95% through proactive case management, cross-functional coordination, follow-up, and issue resolution. Maintained 80%+ customer satisfaction while handling sensitive and high-priority customer concerns. Researched customer issues, reviewed case information, identified resolution requirements, and coordinated appropriate action with internal teams. Maintained accurate case records and documented customer interactions, actions taken, follow-ups, and resolutions. Tracked case volume, resolution time, customer satisfaction, and escalation trends to support service-performance improvements. Communicated clearly with customers and internal stakeholders to establish expectations, provide updates, and move unresolved cases toward closure. Used de-escalation and service-recovery techniques to address difficult customer situations professionally and constructively.
OCWEN Business Solutions, Inc., full_time
Sep 2013 to Apr 2015
Handled 20+ inbound customer interactions daily involving payment processing, account changes, servicing questions, and loss-mitigation status. Researched customer accounts and internal records to provide accurate information and resolve service inquiries. Communicated clearly and professionally with customers regarding account concerns, procedures, and next steps. Documented customer interactions, account activity, and resolutions accurately in customer-service systems. Identified complex or unresolved issues and escalated them to appropriate teams for further investigation and resolution. Followed established customer-service procedures, documentation requirements, quality standards, and compliance guidelines. Maintained professionalism, patience, and empathy when assisting customers with sensitive financial concerns.