Results-driven banking and customer service professional with 3+ years of experience in banking operations, KYC compliance, and escalation management across financial and BPO environments. Proven track record in handling high-volume transactions, resolving complex customer issues, and supporting operational efficiency. Experienced in both on-site and remote environments, with strong skills in client relationship management, process coordination, and regulatory compliance.
CORE SKILLS
Customer Service & Relationship Management
Banking Operations & Compliance
Account Documentation & KYC Verification
Transaction Processing & Records Management
Escalation Handling & Conflict Resolution<8efe80624d780eba0c6493ec45140364>;Email, Chat, and Call Support
Process Coordination & Operational Support
CRM Systems (Freshworks, Gladly, and Hootsuite)
Remote Work, Time Management & Virtual Collaboration
WORK EXPERIENCE
China Banking Corporation – Xavierville Branch, Quezon City
(April 2025 – Present)
Customer Relations Assistant | December 2025 - Present
Assist clients in opening savings and investment accounts, ensuring complete and compliant documentation.
Perform Know Your Customer (KYC) verification by reviewing and validating client identification documents in accordance with internal policies and regulatory requirements.
Provide end-to-end support for customer inquiries, account concerns, and basic banking transactions, delivering accurate and timely service.
Promote and cross-sell bank products and services aligned with client needs and branch objectives.
Maintain service quality, accuracy, and professionalism in a high-volume branch setting.
Branch Operations Assistant II | April 2025 - November 2025
Supported daily branch operations covering clearing, accounting, investments, and loan functions, ensuring accuracy and timely processing of transactions.
Processed and documented financial and operational transactions with high accuracy, following internal procedures and branch standards.
Maintained proper record-keeping and documentation control to support compliance and audit readiness.
Contributed to smooth branch workflow and operational efficiency in a fast-paced banking environment.
Teleperformance Philippines – Antipolo City
Customer Service Representative – Travel Account (July 2022 – January 2025)
Tier 2 Special Subject Matter Expert (SME) - Reputation Management | February 2024 - January 2025 (Remote)
Monitored and managed the company’s online reputation across social media and review platforms, contributing to the protection of brand image and enhancement of customer trust.
Analyzed customer sentiment and feedback trends to prepare actionable reports on online presence and recurring issues.
Resolved sensitive concerns through timely, professional, and brand-conscious communication.
Regular Travel Subject Matter Expert (SME) | January 2024 - February 2024 (Remote)
Handled escalated and supervisory customer concerns involving complex travel issues.
Provided floor support and guidance to new hires across multiple business lines, supporting onboarding and performance improvement.
Served as a knowledge resource for policies, procedures, and service standards.
Amendments Escalation Team | November 2023 - January 2024 (Remote)
Managed high-volume escalations related to booking modifications and cancellation requests.
Coordinated with customers, hotels, and travel partners to deliver timely and effective resolutions.
Urgent Care Escalation Team | June 2023 - November 2023 (Remote)
Addressed critical escalated check-in and in-resort concerns requiring immediate action and accurate resolution.
Managed multiple interactions simultaneously while maintaining service quality, timeliness, and accuracy.
Goods Customer Care | October 2022 - November 2022 (Remote)
Handled email-based inquiries and escalations for the e-commerce segment during peak seasons.
Gained exposure to order management systems and cross-functional customer support processes.
Inbound Agent | July 2022 - June 2023 (Onsite)
Handled incoming calls from customers and partners while adhering to company policies, procedures, and service expectations.
Resolved concerns effectively through clear communication, problem-solving, and policy compliance.
EDUCATIONAL BACKGROUND
Our Lady of Fatima University – Antipolo City, Rizal
Bachelor of Science in Business Administration, Major in Banking (2019 – 2023)
Magna Cum Laude
