Let L.
Senior Customer Service Representative
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Marilet L. is a dedicated professional with almost 15 years of experience in the customer service industry, excelling as a Senior Escalation Representative at Wells Fargo since July 2020. She adeptly manages escalated customer complaints, specializing in Customer Dispute Resolution and Credit Report Investigation & Analysis. Her role involves investigating complex credit disputes, ensuring compliance with SLAs, and maintaining detailed documentation. Previously, Marilet served as a Fraud Specialist at Teleperformance, where she was responsible for detecting, preventing, and investigating fraudulent activities. Her contributions have been vital in maintaining operational integrity, highlighting her proficiency in Escalation Management and SLA & Compliance Management. Marilet holds a Bachelor of Science in Mathematics from Philippine Christian University, further supporting her analytical skill set. Fluent in English and Tagalog, she delivers exceptional support across communication channels, building productive customer relationships.
Experience
Senior Escalation Representative
Wells Fargo · 2020 — 2026Investigated and resolved complex customer disputes related to credit report inaccuracies. Handled a high volume of time-sensitive cases, ensuring compliance with service level agreements (SLAs) while maintaining detailed documentation. Collaborated with the Escalations team to enhance operational efficiency and facilitate successful dispute resolutions.Fraud Specialist
Wells Fargo · 2016 — 2020Focused on detecting, investigating, and preventing fraudulent activities through the analysis of suspicious transactions and customer accounts. Conducted thorough investigations, reviewed evidence, and ensured compliance with company policies to minimize operational risks.Customer Service Representative
Teleperformance · 2013 — 2016Delivered exceptional customer support by responding to inquiries and resolving concerns via phone, email, or chat. Built positive relationships with customers to ensure timely issue resolution while upholding service quality and performance standards.Customer Service Representative / Technical Support
Teleperformance · 2007 — 2013Provided technical support and customer service through phone, email, or chat. Troubleshot technical issues and guided customers towards solutions while ensuring high levels of satisfaction. Documented customer interactions accurately and collaborated with internal teams to improve the overall customer experience.
Skills & Expertise
Education
- Bachelor of Science in MathematicsPhilippine Christian University