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Work Background
Independent ContractorWhite Label Product Expert - Chat
Nov. 2024• Provide white-label GoHighLevel / HighLevel support for agencies and end users across workflows, calendars,
funnels, websites, domains, forms, surveys, pipelines, opportunities, conversations, email/SMS tools, integrations,
and automations.
• Managed 3,247 live chat interactions from October 2025 to March 2026, logging 1,341+ hours of active chatting
time while delivering real-time troubleshooting and customer guidance.
• Improved customer satisfaction by 2.4 percentage points and reduced first response time by 8 seconds from
January to March 2026 while managing 1,570 live chat interactions.
• Maintained an average first response time of approximately 1 minute and 18 seconds across six months of support
activity.
• Identify issues related to platform settings, workflow logic, DNS records, calendar configuration, contact records,
permissions, or integrations; document and escalate complex concerns when needed.
Wells FargoSenior Escalations Representative
Jun. 2020 - Mar. 2024National Capital Region, PhilippinesLead Escalations Representative addressing significant organizational matters and sensitive issues within Consumer and Credit Card Retail Services. Conduct in-depth research and analysis of transactions, ensuring compliance with contractual terms, regulatory guidelines, and internal policies. Provide guidance and support to team members, fostering a collaborative environment focused on excellence and efficiency. Reduced average resolution time for escalated cases by 20% through streamlined research and analysis processes.
Skillweavers, Inc.Head Swim Coach
Jul. 2017 - Mar. 2020Philippines
Sun LifeInsurance Financial Advisor
Jan. 2014 - Jun. 2016National Capital Region, PhilippinesOffer/Advise clients on financial/retirement plans utilizing knowledge of investment strategies, securities and insurance. Analyze financial flexibility based on client’s needs like: Educational, Income Continuation Health and Accident, Protection, Estate Planning, Retirement and Life/Milestones. Assess Client’s Risk Profile in terms of their primary goal in making an investment, check on Knowledge on Investments, and the types of financial assets the client currently has and establish his net worth.
Freelance Aquatics CoachAquatics Teacher for Babies and Kids
Feb. 2010PhilippinesInstructed swimming and water safety courses, specializing in infant and preschool aquatics. Promoted water safety awareness and provided personalized instruction to diverse learners. Achieved an 85% student retention rate through personalized instruction and water safety promotion.
kgb Philippines, Inc.Team Leader
Oct. 2006 - Feb. 201211th Floor RCBC Plaza, Tower II Ayala Ave. corner Sen. Gil Put Ave, Makati CitySupervised a team of customer service representatives, providing coaching and performance management. Ensured adherence to call center goals and quality standards, conducting regular monitoring and feedback sessions Improved team leader effectiveness by providing real-time feedback and performance improvement strategies, resulting in a 30% reduction in employee turnover.
kgb Philippines, Inc.TRAINING and DEVELOPMENT OFFICER
Sep. 2005 - Oct. 200611th Floor RCBC Plaza, Tower II Ayala Ave. corner Sen. Gil Put Ave, Makati CitySupported team leaders in coaching and development activities, facilitating real-time feedback and performance improvement. Assisted in the transition of new employees, ensuring seamless integration into the organization. Improved team leader effectiveness by providing real-time feedback and performance improvement strategies, resulting in a 30% reduction in employee turnover.
kgb Philippines, Inc.CUSTOMER SERVICE REPRESENTATIVE
Jul. 2003 - Sep. 200511th Floor RCBC Plaza, Tower II Ayala Ave. corner Sen. Gil Put Ave, Makati CityAnswer calls in timely manner and provides directory assistance to the UK track and other related services offered by the company
CA TelemarketingCUSTOMER CARE AGENT
Jan. 2003 - Jun. 20034/f Jocfer Building, Commenwealth Avenue, Quezon CityAssist Billing transaction over the phone and update customers records; Assist customers with their complaints and forward them to immediate supervisor
Print out billing reports and monitor previous request/errors
Jollibee - TabacoSTORE MARKETING ASSISTANT
Dec. 2001 - May. 2002In charge of Novelty inventory and entertain reservations for Bulk order and Kiddy Parties. Relevant duties includes; hosting Kiddy Party in-store and outside event.
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