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Work Background
Sun LifeFinancial Service Advisor
Sep. 2025Philippines- Meet with prospective and existing clients to assess financial goals, risk tolerance, and protection needs.
- Provide tailored recommendations on life insurance, health insurance, retirement plans, and investment products.
- Build and maintain long-term client relationships through regular reviews, follow-ups, and financial check-ins.
- Develop customized financial plans aligned with each client’s income, goals, and life priorities.
- Stay updated on Sun Life’s insurance, investment, and savings products to provide accurate and relevant guidance.
- Ensure clients understand policy details, benefits, terms, and coverage.
Identify and generate new client opportunities through prospecting, networking, referrals, and community engagement.
- Achieve sales targets, activity goals, and performance metrics set by Sun Life.
- Conduct financial literacy sessions or presentations when needed.
- Assist clients with policy applications, claims, amendments, and account inquiries.
- Coordinate with Sun Life support teams to ensure smooth and timely processing of client requests.
- Maintain accurate client records and comply with company documentation standards.
- Adhere to all regulatory and company compliance guidelines, including data privacy and ethical selling practices.
- Complete required training, licensing, and continuing education to stay compliant and knowledgeable.
- Participate in team meetings, coaching sessions, and Sun Life development programs.
TaskUsOperations Manager
Jan. 2022 - Jul. 2023Quezon City, National Capital Region, Philippines- Led day-to-day operations for assigned TaskUs programs, ensuring exceptional service delivery and a consistently high-performing environment.
- Oversaw workforce performance, staffing, and schedule optimization in partnership with WFM to support client requirements and operational goals.
- Analyzed financial, operational, and performance data to uncover trends, drive insights, and recommend strategic improvements.
- Prepared and delivered weekly and monthly business reviews to internal leaders and client partners, highlighting performance, risks, and opportunities.
- Championed process improvement initiatives that enhanced efficiency, strengthened compliance, and elevated the overall customer and teammate experience.
- Managed large operational teams, providing coaching and development to maintain strong KPI results in quality, productivity, and customer satisfaction.
BabySM ShopEntrepreneur
Feb. 2013Philippines- Managed end-to-end daily operations of an e-commerce business specializing in baby products.
- Sustained strong sales performance across multiple platforms, including Shopee, TikTok Shop, Shopify, Lazada, and Facebook.
- Hired, trained, and supervised staff to support production, customer service, order fulfillment, and logistics.
- Streamlined and optimized processes across production, fulfillment, inventory management, and customer experience.
- Scaled the business by launching new products, expanding market reach, and strengthening brand presence.
- Oversaw budgeting, marketing strategy, product development, and overall business planning and execution.
Sitel GroupOperations Manager
Aug. 2005 - Mar. 2019Philippines- Oversaw daily operations for the Equifax U.S. Credit Bureau account, ensuring KPIs, SLAs, and contractual obligations are consistently met or exceeded.
- Lead Supervisors, Team Leads, and front-line associates in delivering accurate, timely, and compliant customer support.
- Developed and implemented action plans to address performance gaps, operational risks, and workflow inefficiencies.
- Ensured full adherence to Equifax compliance requirements, U.S. federal credit reporting regulations (FCRA), data privacy policies, and internal security procedures.
- Monitored quality assurance results and drive corrective and preventive actions.
- Upheld confidentiality of consumer credit data and enforce strict access controls.
- Analyzed operational performance metrics, including AHT, Quality, First Contact Resolution, Dispute Accuracy, TAT, and Customer Satisfaction.
- Partnered with Workforce Management to optimize staffing, forecasting, and schedule efficiency.
- Conducted regular performance reviews, coaching, and capability-building for team members and supervisors.
- Acted as the primary point of contact for Equifax business partners for operational updates, escalations, and performance discussions.
- Prepared and presented weekly/monthly business reviews, highlighting performance insights, trends, risks, and improvement initiatives.
- Collaborated with Equifax stakeholders to align on process updates, policy changes, and new program requirements.
- Identified workflow bottlenecks and implement process improvements to enhance speed, accuracy, and customer experience.
- Lead initiatives related to dispute handling, credit data accuracy, and case resolution quality.
- Supported change management efforts for new system enhancements, compliance mandates, or operational directives from Equifax.
- Fostered a high-performance environment with strong coaching, recognition programs, and employee engagement.
J.P. MorganTeam Supervisor
Aug. 2005 - Dec. 2008- Supervised daily operational activities to ensure timely and accurate completion of tasks aligned with JPMorgan standards.
- Provided coaching, performance feedback, and development plans to strengthen individual and team capability.
- Fostered a culture of accountability, integrity, and operational excellence.
- Monitored key performance indicators (KPIs) including accuracy, productivity, service levels, and risk controls.
- Identified performance gaps and implement corrective actions to meet targets and regulatory expectations.
- Ensured strong adherence to internal policies, data privacy guidelines, and risk management frameworks.
- Coordinated workflow distribution, resource planning, and task prioritization to support business demands.
- Oversaw issue resolution and escalate critical risks, discrepancies, or client-impacting concerns as needed.
- Supported implementation of new processes, policy updates, or system enhancements.
SitelOperations Manager
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