Nelly R.
Mid-Level Risk Operations Analyst
Open to offersNew to PlatformAbout
Nelly R. has cultivated substantial expertise in risk operations, KYC/KYB verification, and global customer service through her roles at PayPal Philippines, Genpact, Convergys, and IQOr Philippines, supporting domains such as financial services, BPO, and healthcare billing. Her responsibilities have encompassed customer identity verification, sanctions and adverse media screening, and mitigating fraud within regulated environments. Nelly’s experience covers frontline and escalated customer support, high-volume case management, and global client bases across NA, EMEA, APAC, and LATAM. She has utilized AML screening tools, managed sensitive account issues, and ensured compliance with international guidelines. Her background includes executive assistant and virtual assistant roles, training and mentoring new team members, and proficiency in case management systems and CRM platforms.
Experience
Customer Identification Program Advisor
PayPal Philippines · 2022 — 2023Engaged in global customer communications via email, adeptly addressing account inquiries and verification issues. Maintained professionalism and attention to detail while managing sensitive customer data. Participated in training new team members, sharing best practices for improved service quality.Risk Operations Agent II
PayPal Philippines · 2019 — 2022Delivered primary and escalated support for customers facing account and payment challenges. Addressed sensitive and complex situations with professionalism, leading to enhanced customer satisfaction. Ensured detailed case documentation and adherence to internal SOPs and quality standards while conducting KYC and KYB reviews aligned with global AML regulations.Process Associate
Genpact Philippines · 2018 — 2019Supported clients on a global scale by managing customer inquiries and ensuring thorough account verification in financial services. Conducted KYC and KYB processes effectively.Customer Service Representative/ Sales Associate II
Convergys · 2016 — 2017Provided comprehensive customer support for AT&T and DIRECTV subscribers in a fast-paced BPO setting. Assisted with account management, technical troubleshooting, and billing inquiries, while documenting interactions in CRM systems to ensure compliance.Head Teacher
CFAM · 2012 — 2016Initially served as a catechist before advancing to Head Catechist. Managed attendance and team coordination, contributing to the effectiveness of the teaching staff while collaborating with educational leaders.Customer Service Representative
nullSpecialized in customer support for US-based businesses, adept at managing high-volume inquiries and account issues. Experienced with healthcare account support, resolving billing inquiries, performing insurance verification, and addressing patient account matters while ensuring HIPAA compliance and data accuracy.
Skills & Expertise
Education
- BSRE II Major in Values EducationStella Maris College · 2009 — 2012
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