Irien A.
Mid-Level Financial Account Team Manager
Open to offersNew to PlatformAbout
Irienann P. is a results-driven BPO professional with a focus on the financial services industry, currently holding the position of Team Manager at Ibex in Tagbilaran City. Leading a team within a high-volume, regulated financial account, Irienann ensures compliance with strict account verification and security protocols while maintaining service quality and meeting performance KPIs. She specializes in KPI & performance management, utilizing QA scores and productivity metrics to drive targeted coaching and oversee continuous process improvement. With operational experience as a Customer Service Representative, she adeptly handled account authentication and risk-aware customer support in accordance with financial security standards, consistently delivering accurate support and operational efficiency.
Experience
Team Manager – Financial Account
Ibex · 2024 — 2026Directed and coached a group of customer support agents, maintaining compliance with account verification procedures and security standards. Oversaw team and individual KPIs, QA scores, and productivity metrics to detect performance gaps, applying targeted coaching as needed. Prepared operational and performance reports to facilitate process improvements and informed management decisions. Ensured service quality and operational efficiency were consistent within a high-volume, regulated financial environment.Customer Service Representative – Financial Account
Ibex · 2022 — 2024Managed customer inquiries via email support, focusing on account verification, authentication, and security issues. Delivered accurate resolutions while upholding financial security policies and compliance standards. Sustained quality service across multiple cases in a fast-paced operational setting.
Skills & Expertise
Education
- Bachelor of Science in Industrial Technology major in Drafting TechnologyBOHOL ISLAND STATE UNIVERSITY - MAIN CAMPUS · 2018 — 2022
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