Therese N.
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Therese N. is a results-driven professional with a decade of experience in the financial services industry, focusing on customer operations. Recently, she has specialized in campaign management and B2B appointment setting, leveraging her ability to deliver high-quality client support and resolve complaints efficiently within a global financial institution. At Xsell-Team, she excelled as a Campaign Manager, supporting business objectives across multiple client campaigns by ensuring data integrity, monitoring performance, and coordinating with client executives. Her expertise in Appointment Setting and engaging with C-level executives and B2B stakeholders has been crucial in driving pipeline growth. Prior to this, Therese held a key role at HSBC GSC Philippines where she managed complex client complaints, collaborated with various internal teams to implement effective solutions, and improved overall business performance through her strong stakeholder communication skills. She possesses a Bachelor of Fine Arts in Advertising from Far Eastern University.
Experience
Campaign Manager
Xsell-Team · 2025 — 2026Supported business objectives for various client campaigns. Managed campaign data and completed formal handovers from Client Executives. Maintained high data quality standards and monitored campaign performance while addressing potential issues. Liaised with Client Executives regarding campaign updates and conducted appointment setting while coordinating schedules. Ensured timely and accurate CRM record-keeping.Complaints Assistant Manager
HSBC GSC Philippines · 2020 — 2020Handled the resolution of complex client complaints in accordance with SLA standards. Collaborated with internal teams to troubleshoot client issues and propose solutions. Analyzed recurring complaints to recommend operational enhancements aimed at reducing future escalations. Maintained precise documentation and case updates using internal systems.Senior Phone Banker, ASP PTB
HSBC GSC Philippines · 2013 — 2020Provided a variety of banking services such as online banking, fund transfers, credit cards, loans, and account maintenance. Utilized case management tools for recording client requests while ensuring consistent follow-ups until each issue was resolved. Contributed to high quality service delivery, meeting SLA and client satisfaction targets.Complaints Resolution Team – Short Term Assignment
HSBC GSC Philippines · 2019 — 2020Delivered resolution support for clients facing service delivery delays, including issues like non-receipt of cards or statements. Communicated sensitively with clients through phone and email, ensuring real-time updates and case progress were accurately recorded using CRM tools.Customer Service Representative, ASP MNL CARE
HSBC GSC Philippines · 2010 — 2013Delivered frontline client support and assisted with inquiries related to credit card usage, billing, and account discrepancies. Provided effective resolution in a timely manner and logged interactions in internal systems while escalating issues as needed. Actively participated in peer learning by mentoring new team members and sharing process updates.
Skills & Expertise
Education
- Bachelor of Fine Arts, Major in AdvertisingFar Eastern University · 2013 — 2020
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