👋🏻 Bio
active 6 days ago
Actively looking
Dedicated Support Professional with over 10 years of experience delivering high-quality service and solutions. Known for strong attention to detail, efficiency, and the ability to work independently with minimal supervision. Brings a proactive mindset, excellent problem-solving skills, and a proven ability to build and maintain positive client relationships.
Current Location: Philippines
Languages: English (United States)
Skills:
Data Analytics
Quality Assurance
Problem Solving
Process Improvement
KYC
💼 Experience
Client Onboarding Specialist
Kraken
Problem Solving
Problem Solving
Kyc/Aml
Compliance
Client Onboarding
• Delivered exceptional client support through email, live chat, ensuring prompt, clear, and professional communication across global time zones.
• Addressed client inquiries and resolved issues efficiently using secure platforms like Zendesk.
• Reviewed and verified client documents for authenticity and compliance with KYC and AML regulations.
• Processed client applications, ensuring accuracy and adherence to compliance standards.
• Investigated discrepancies in client submissions and requested additional documentation when necessary.
• Collaborated proactively with the team to drive mutual growth and contributed ideas to improve workflows and customer satisfaction.
• Awarded Most Improved Specialist for the month of February
• Addressed client inquiries and resolved issues efficiently using secure platforms like Zendesk.
• Reviewed and verified client documents for authenticity and compliance with KYC and AML regulations.
• Processed client applications, ensuring accuracy and adherence to compliance standards.
• Investigated discrepancies in client submissions and requested additional documentation when necessary.
• Collaborated proactively with the team to drive mutual growth and contributed ideas to improve workflows and customer satisfaction.
• Awarded Most Improved Specialist for the month of February
Quality Analyst
TaskUs
Data Analytics
Quality Assurance
Quantitative Analysis
Strategy
Process Improvement
• Compiled and analyzed weekly and monthly performance reports to assess and
improve teammate productivity and service quality
• Identified trends and recurring issues through data analysis, escalating persistent
quality concerns to management for strategic resolution
• Verified the effectiveness of corrective actions and implemented solutions, ensuring
sustainable quality improvements
• Led regular calibration sessions with teams, including side-by-side task monitoring,
real-time feedback, and coaching sessions to align quality standards
• Developed and maintained detailed process documentation to support operational
consistency and compliance with industry regulations
• Designed and executed comprehensive test plans and quality assurance protocols to
ensure product reliability and adherence to standards
• Recognized as Top Quality Analyst (March 2022)
improve teammate productivity and service quality
• Identified trends and recurring issues through data analysis, escalating persistent
quality concerns to management for strategic resolution
• Verified the effectiveness of corrective actions and implemented solutions, ensuring
sustainable quality improvements
• Led regular calibration sessions with teams, including side-by-side task monitoring,
real-time feedback, and coaching sessions to align quality standards
• Developed and maintained detailed process documentation to support operational
consistency and compliance with industry regulations
• Designed and executed comprehensive test plans and quality assurance protocols to
ensure product reliability and adherence to standards
• Recognized as Top Quality Analyst (March 2022)
Senior Information Technology Support
Bohol Henann Resort Inc.
Data Analytics
Programming
Microsoft Office
Process Improvement
• Provided Tier 1 and Tier 2 technical support to end-users (remote and in-person)
for hardware, software, and network-related issues, improving issue resolution time
by 20%
• Documented and maintained IT support procedures, knowledge base articles, and
troubleshooting guides, leading to a 15% reduction in recurring support errors
• Offered hands-on training and technical guidance on enterprise IT applications
(e.g., Microsoft 365, VPN tools, ticketing systems), enhancing overall user
proficiency and reducing repetitive help desk inquiries
• Successfully managed the full lifecycle of IT assets—including procurement, deployment, maintenance, and retirement—to ensure accurate inventory tracking and cost efficiency. Implemented streamlined asset tagging and tracking systems, reducing inventory discrepancies by 30% and improving audit readiness.
• Collaborated with cross-functional teams to optimize asset utilization and ensure compliance with company policies and licensing requirements.
for hardware, software, and network-related issues, improving issue resolution time
by 20%
• Documented and maintained IT support procedures, knowledge base articles, and
troubleshooting guides, leading to a 15% reduction in recurring support errors
• Offered hands-on training and technical guidance on enterprise IT applications
(e.g., Microsoft 365, VPN tools, ticketing systems), enhancing overall user
proficiency and reducing repetitive help desk inquiries
• Successfully managed the full lifecycle of IT assets—including procurement, deployment, maintenance, and retirement—to ensure accurate inventory tracking and cost efficiency. Implemented streamlined asset tagging and tracking systems, reducing inventory discrepancies by 30% and improving audit readiness.
• Collaborated with cross-functional teams to optimize asset utilization and ensure compliance with company policies and licensing requirements.
Senior Technical Support Representative
Convergys
Data Analytics
Problem Solving
• Delivered expert-level technical support to customers via phone and email,
effectively resolving escalated issues related to hardware, software, and network
connectivity
• Provided in-depth support for desktop, laptop, and handheld device concerns,
including setup, configuration, and maintenance
• Diagnosed and troubleshot complex wired and wireless connectivity issues,
ensuring minimal downtime and a seamless user experience
• Recognized for exceptional performance and earned Top Support Specialist award
for two consecutive quarters
effectively resolving escalated issues related to hardware, software, and network
connectivity
• Provided in-depth support for desktop, laptop, and handheld device concerns,
including setup, configuration, and maintenance
• Diagnosed and troubleshot complex wired and wireless connectivity issues,
ensuring minimal downtime and a seamless user experience
• Recognized for exceptional performance and earned Top Support Specialist award
for two consecutive quarters
🎓 Education & Certificates
Bachelor’s Degree, Computer Science
By Mater Dei College
🏆 Honours & Awards
Top Quality Analyst
By TaskUs
Top Teammate
By TaskUs
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