Ling Y.
Senior Customer Service and Operations Professional
Open to offersNew to PlatformAbout
Ling Y. is a seasoned Customer Service and Operations Professional with more than 15 years of experience in the financial services, telecommunications, and healthcare sectors. Her extensive career includes roles such as Control Manager at JP Morgan Chase & Co., where she conducts quality reviews, operational testing, and collaborates on process improvement initiatives. At Karbon PH, she served as an Onboarding Support Specialist, expertly managing client account setups and ensuring compliance with company protocols. Her tenure at Sionis Marketing as an Appointment Setter showcased her ability to enhance client interactions and optimize scheduling efficiency. Ling's proficiency in tools like Salesforce, Zendesk, and Microsoft 365 underscores her capability in managing complex customer service environments. With experience in quality assurance and cross-functional team collaboration, she remains committed to driving operational excellence and delivering impeccable customer experiences. Her educational foundation in Nursing from Southwestern University complements her analytical approach to customer care.
Experience
Onboarding Support Specialist
Karbon PH · 2025 — 2026Managed the onboarding process for new and existing clients by accurately uploading and updating account information in the internal support system. Processed requests for account setup and modifications, ensuring accurate customer data entry per company protocols. Coordinated with internal departments to facilitate effective client onboarding and maintain account activities. Monitored the onboarding queues, ensuring requests were handled within established service level agreements (SLAs). Ensured sensitive customer information was managed in compliance with company policies.Appointment Setter
Sionis Marketing · 2024 — 2025Contacted outbound leads to schedule appointments with chiropractic clinics based on availability and client needs. Managed follow-ups with leads via call and SMS to confirm, reschedule, or cancel appointments as necessary. Ensured accurate record-keeping in Go High Level (GHL) for lead status, appointment schedules, and pipeline tracking. Maintained real-time updates in calendars and booking systems. Built rapport with potential clients to enhance booking conversion rates and minimize no-show appointments. Monitored the lead pipeline and followed up to optimize appointment-setting efficiency.Control Manager
JP MORGAN CHASE & CO. · 2021 — PresentConducted reviews of quality and operational testing to verify adherence to company policies and procedures. Analyzed customer interactions and operational workflows to identify areas for improvement. Prepared reports and recommendations to enhance operational efficiency and service quality. Collaborated with business partners and operations teams to address process deficiencies and enhance customer outcomes. Maintained accurate records and communicated key findings to stakeholders. Supported initiatives for continuous improvement and quality assurance.ECC Quality Analyst
null · 2019 — 2021Conducted quality evaluations across various communication channels, including phone, email, and case management. Reviewed customer interactions for compliance, accuracy, and adherence to procedures. Generated and tracked performance reports and quality metrics. Facilitated calibration sessions and provided coaching feedback to maintain operational consistency. Assisted in process documentation and updates to procedures.Cross Function Specialist
null · 2018 — 2019Supported multiple customer service functions by managing customer inquiries for various products and services. Processed customer requests, ensuring accurate account documentation was maintained. Addressed customer concerns while adhering to quality and service standards. Collaborated with internal teams to ensure timely resolution of issues.Retail Customer Service Specialist
null · 2017 — 2018Assisted customers with inquiries related to their accounts, transactions, and service requests. Provided prompt and professional resolution for issues through phone support. Maintained accurate customer records and documentation. Delivered high-quality customer experiences while following company policies.Customer Service Representative / Subject Matter Expert
CONVERGYS · 2010 — 2017Delivered customer support through phone and chat channels. Assisted agents with complex customer concerns and process-related inquiries. Conducted evaluations of calls and supported compliance initiatives. Contributed to the achievement of customer satisfaction and operational performance objectives. Engaged in coaching and knowledge-sharing activities with team members.Nurse Reliever
VICENTE GULLAS MEMORIAL HOSPITAL · 2015 — 2016Assisted healthcare professionals in delivering patient care and providing administrative support. Maintained documentation and accurate patient records. Supported coordination and communication activities related to patient care.Customer Service Representative
QUALFON PHILIPPINES INC. · 2007 — 2010Provided customer service and technical support while assisting with customer retention efforts. Addressed customer concerns while maintaining service quality standards. Documented customer interactions accurately and efficiently. Helped customers with account and technical inquiries.
Skills & Expertise
Education
- Bachelor of Science in NursingSouthwestern University · 2003 — 2007