Joanna
Mid-Level Client Services and Operations Manager
Open to offersNew to PlatformAbout
Joanna M. is a customer service and operations professional with extensive experience in financial services, social media management, and technical support. At Viva Finance, she advanced from a Client Services Associate to an Operations Manager, where she expertly managed financial accounts through chat, email, and outbound calls, utilizing tools like Salesforce and Five9. Joanna's role involved supporting clients in loan applications, direct deposit setups, and resolving payment issues. Her tenure at TDCX Philippines as a Social Media Manager highlights her proficiency in managing high-profile ad accounts on Facebook and Instagram, using Meta's internal platforms to optimize ad delivery and audience targeting. Earlier, at Paca Training and Management Systems and Teleperformance Philippines, she honed her skills in research, training development, and mortgage loan verification. Joanna's diverse industry exposure is complemented by her adept use of various CRM and knowledge base tools like Zendesk and RingCentral, demonstrating her commitment to achieving service excellence.
Experience
Contractor - CLIENT SERVICES ASSOCIATE, promoted to OPERATIONS MANAGER
VIVA FINANCE · 2023 — 2026Handled financial accounts through chat, email, and outbound calling while servicing clients in loan application processes. Assisted borrowers with loan applications via inbound and outbound calls, emails, and chats using Salesforce, Salesforce chat, and Five9. Helped clients check status of accounts and applications and set up direct deposit accounts for loan repayment. Reviewed documents for application assessments using in-house tools for paystub, tenure document, state-issued ID, and proof of residence reviews. Addressed payment-related inquiries such as last payment status and missed payments while ensuring daily service levels were met for call, chat, and email volumes.SOCIAL MEDIA MANAGER, CLIENT SUPPORT ASSOCIATE, SUBJECT MATTER EXPERT
TDCX PHILIPPINES · 2020 — 2023Supported clients with issues related to Facebook and Instagram Ads through chat, outbound calls, and email. Assisted clients with account restrictions and retrieval using internal Meta tools. Facilitated the setup of Ad Accounts and optimized audience targeting for businesses while overseeing the review and approval process of Ads. Ensured adequate staffing per hour and adherence to service level agreements while managing supervisor calls for high-profile Ad accounts.CAR SHARING SUPPORT
LIZARDBEAR TASKING INC. (TaskUS - CHR) · 2017 — 2020Managed car-sharing issues through chat, email, and outbound calling using Zendesk and RingCentral. Assisted new clients in setting up host and guest accounts while addressing payment issues related to payouts and fees. Handled emergency situations by coordinating roadside assistance and towing services for clients.BANK LOAN VERIFICATION SPECIALIST
TPPH-FHCS, INC. (Teleperformance Philippines) · 2016 — 2017Conducted outbound calls to verify the employment status and roles of mortgage loan applicants, confirming information with HR Specialists listed in applications. Assessed the submitted documents to ensure authenticity using internal Chase tools and online resources.RESEARCHER AND TRAINER
PACA TRAINING AND MANAGEMENT SYSTEMS · 2015 — 2015Created training materials for seafarers by conducting on-site visits focused on security and safety protocols. Developed presentations highlighting safety risks identified during site visits and gathered information from seafarers during training to ensure consistency with the information obtained from site visits.
Skills & Expertise
Education
- Bachelor of Science in Biology (Undergraduate)University of the Philippines Cebu