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Work Background
Power Alliance Virtual SolutionsCo-Founder
Nov. 2022
FreelanceFreelance Graphic Designer
Dec. 2019
POWER CENTER PHYSICAL THERAPY INCORPORATEDVirtual Assistance Provider
Nov. 2019United States- oversee virtual assistants' day-to-day operations.
- delegate administrative work based on the clients' needs.
- coaching virtual assistants to ensure the quality of service.
- oversee processes and implement changes if needed.
CanvaCustomer Happiness Specialist
Oct. 2018 - Aug. 2019Makati, Philippines- Help customers with general information about Canva, troubleshoot issues on their designs and resolve any of their billing issues.
- Managing and responding to users' feedback through AppBot, Play Store, and social media platforms.
In Touch EMRAccount Manager
Mar. 2015 - Sep. 2018Homebased- Oversee the small team's software testing of interface usability and system integrity assignment.
- Delegate administrative work to level one support specialist.- Create training materials/modules; walkthrough videos; implementation programs; quizzes; PDF-based walkthrough materials.
- Facilitate implementation process for new clients.
- Facilitate new hires and new clients' onboarding.
- Manage a small team to obtain credit card payments from clients.
JPMorgan Chase & Co.New Hire Team Lead/Training Assistant
Jun. 2012 - Aug. 2013Taguig, National Capital Region, Philippines- Oversee new hire trainees' production training progress.
- Monitor and analyze the quality of new hire trainees' outbound phone calls
- Facilitate knowledge base training to new hire trainees for continued education.
- Perform one-on-one coaching sessions to provide feedback to new hire trainees.
- Identify opportunities and strengths to tailor fit new hire trainees' coaching needs.
JPMorgan Chase & Co.Fraud Prevention Analyst -Inbound Verifications (Specialist II)
Mar. 2011 - Mar. 2015BGC, Taguig- Conduct security verification with applicants over the phone for approval of consumer and business card applications, and to prevent fraudulent applications. - Review submitted documents' authenticity.
JPMorgan Chase & Co.Risk Management Analyst Fraud Inbound/Fraud Prevention Outbound
Jul. 2010 - Mar. 2011BGC, Taguig- Conduct fraud analysis on consumer credit cards activities.
- Verify transaction validity via inbound and outbound phone calls.
Sitel PhilippinesMetric Bay Sub Coach ( Level II)
Aug. 2009 - Jul. 2010- Manage bottom performers to meet their goal metric by closely monitoring their performance.
- Monitor and analyze the quality of low performer specialists.
- Identify opportunities and strengths to tailor fit new hire trainees' coaching needs. Additional responsibilities: subject matter expert, module training facilitation, coaching, and taking escalated calls.
Sitel PhilippinesNew Hire Mentor
May. 2008 - Jul. 2010- Facilitate new hire product training for a program that handles inbound phone support for customer service of an online payment solution.
Sitel PhilippinesCustomer Service Associate
Sep. 2007 - Aug. 2009- Handle inbound calls to support customers for their general inquiry, walkthrough for technical issues, and protect their accounts from fraud.
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