Gretchen L.
Mid-Level Back Office Specialist
Open to offersNew to PlatformAbout
Gretchen L. is a results-driven Back Office and Operations professional with a distinguished career in data management and forensic research. Currently serving as a Back Office Team Leader at Foundever Philippines, she excels at managing daily team metrics, conducting audits, and ensuring adherence to standard operating procedures. Her expertise in MS Excel for compiling and analyzing team performance data aids in developing effective coaching strategies. Prior to this, she worked in Voice and Fraud Operations at Teleperformance Philippines, where she honed her skills in high-volume data verification, complex discrepancy resolution, and comprehensive case documentation. Her technical proficiency in data verification and validation ensures the accuracy and reliability of account security processes. Gretchen began her career at Convergys and Eli Global Phils, focusing on customer service and data management. Her educational background includes an Associate degree in Computer Secretarial from the University of Cebu.
Experience
Back Office, Team Leader
Foundever Philippines · 2023 — PresentOversaw team performance metrics and executed audits to confirm compliance with standard operating procedures and data accuracy. Employed MS Excel for compiling, tracking, and analyzing team performance data, creating reports to inform operational and coaching strategies. Conducted investigations into complex discrepancies and executed in-depth forensic research to validate data and resolve financial risks.Voice / Fraud Operations CSR
Teleperformance Philippines · 2016 — 2023Handled high-volume data verification and account reviews, identifying behavioral patterns and addressing account discrepancies. Created and maintained comprehensive case files while regularly updating internal databases, ensuring compliance with legal standards and internal processes. Utilized MS Office tools to prepare clear, step-by-step guidance on account security and fraud recovery.Voice, Customer Service Representative
Convergys Philippines · 2016 — 2016Accurately processed and logged customer information to provide reliable access to account data. Simultaneously navigated various internal systems to troubleshoot client issues and deliver correct resolution pathways.Voice, Customer Service Representative
Eli Global Phils · 2015 — 2015Conducted outbound data verification by contacting external facilities to refresh active records, including emails and operating hours. Kept detailed logs of verified data to ensure internal directories remained accurate and easily accessible.
Skills & Expertise
Education
- Associate degree in Computer SecretarialUniversity of Cebu · 2009 — 2011
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