Experience

Nucleus365

• Financial Services
• 1 - 100 Employee

• Client Success Analyst

  • Jun 2022 - Present

  • Manages the process of onboarding new clients by facilitating/integrating them into the system.• Assists new customers and helps solve technical problems or account questions to ensure smooth adoption of the system.• Responsible for preparing agreement and account opening letters to customers.• Captures customer issues and feedback and shares them with all levels of management.• Prepares reports for business review, client activities, and client application progress.• Responsible for the creation and maintenance of the company’s report templates, trackers, and client’s daily/monthly statement reports.



Transact365

• Financial Services
• 1 - 100 Employee

• Merchant Support Analyst

  • Oct 2019 - Jun 2022

  • Answers to client inquiries regarding missing orders, complaints and concerns, questions with • payment process and provider’s downtime and scheduled maintenance.• Initiates settlement and payout on behalf of clients.• Prepares daily and monthly reports including client’s transaction data, balance and success rate.• Performs reconciliation of transactions and balances monthly or upon management request.• Responsible for creation and maintenance of company’s report templates, trackers and client’s daily/monthly statement reports.



MicroSourcing

• Philippines
• Outsourcing/Offshoring
• 700 & Above Employee

• Senior Operations Specialist

  • May 2019 - Sep 2019

  - Served as an in-house reports analyst primarily responsible on developing and maintenance of excel dashboard and trackers.- Primarily responsible in Capacity Planning (Seat Capacity) of the site.- Submits weekly and EOM reports consisting of seat capacity, accounts and client staff's dashboard and trackers' data.- Conducts audit of trackers data and invoice and monitor team's attendance.- Facilitate presentation of dashboard data and audit findings. - Served as an in-house reports analyst primarily responsible on developing and maintenance of excel dashboard and trackers.- Primarily responsible in Capacity Planning (Seat Capacity) of the site.- Submits weekly and EOM reports consisting of seat capacity, accounts and client staff's dashboard and trackers' data.- Conducts audit of trackers data and invoice and monitor team's attendance.- Facilitate presentation of dashboard data and audit findings.



Intrapay

• Merchant Support Analyst

  • Aug 2018 - Apr 2019

  • Monitor transactions in real-time and escalate any irregularities to appropriate department.• Address management and inter-department inquiries associated with the processing and transaction details.• Export data from database and prepare/submit end of shift, hourly monitoring and end of day to end of month sales report.• Answer acquirer and merchant inquiries via chat and email.• Submit weekly decline and chargeback analysis to existing merchants.• Ad hoc duties includes: updating reports templates and trackers upon enrollment of new merchants or changes on the system and creation of new reports and trackers to effectively monitor merchants’ performance.



Straive

• Singapore
• IT Services and IT Consulting
• 700 & Above Employee

• Team Lead

  • Sep 2012 - Mar 2018

  • Monitor project & team performance and generate reports relative to completed and pending volumes, individual productivity and project status.• Act as primary contact with the client and provide constant communication through email.• Attend weekly calls with clients to address concerns, feedback and process updates.• Generate and submit statistical reports to both internal member and clients.• Maintain and create project trackers, reports templates, and work instruction for documentation and reporting purposes.• Troubleshoot and escalate technical issues affecting compliance with the SLA.• Review project trackers, team productivity reports and attendance to assist on planning for the allocation of resources.• Conducts team meetings and discussions whenever internal and client issues, process updates, and feedback are brought up.• Acts as a subject matter expert for all active tasks.• Assist in hiring, selection and training of new team members.

• Senior Content Editor

  • Jun 2009 - Sep 2012

  • Performs data entry of information from scanned documents, excel files and emails to a system.• Performs data scraping and verification of data sent by lawyers and law firms through different web sources.• Assist paid/subscribing customers with their update requests, subscriptions and any concern regarding their online listing.• Handles renewal, updates and new subscriptions of lawyers and law firm through a system.• Maintain logs of activities and completed work.

• Content Editor

  • Aug 2007 - Sep 2009

  • Performs data entry of information from scanned documents, excel reports and emails to a system.• Performs data scraping and verification of data sent by lawyers and law firms through different web sources.• Performs indexing of submitted documents to client’s system.