Aaron Gabriel Marteja
Mandaue City
Summary
Detail-oriented and analytical professional with over 3 years of experience in transaction investigation, claims handling, and performance analysis within financial and customer service environments. Proficient in Excel and documentation tools, with a strong grasp of compliance requirements, audit preparation, and internal reporting. Adept at collaborating across departments to resolve discrepancies and improve reconciliation workflows. Eager to contribute my accuracy-driven mindset, process discipline, and investigative skills to support operational integrity within a dynamic bank operations team.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Multitude Global Services Corp.
05.2024 - Current
- Delivered a high-quality customer experience by efficiently responding to inquiries and resolving concerns across various digital platforms (email and chat), ensuring professionalism and accuracy in all interactions.
- Ensured that customer account openings were fully compliant with internal guidelines and regulatory requirements, demonstrating a strong understanding of compliance and risk protocols.
- Built strong rapport with customers while addressing inquiries related to the company’s products and services, helping drive long-term trust and facilitating seamless issue resolution.
- Identified customer needs through active listening and analysis, uncovering cross-sell opportunities and offering value-added solutions, aligning with an investigative and solution-oriented mindset.
- Assisted in gathering and documenting customer information and transactional data through multiple communication channels, reinforcing accuracy and consistency in support of internal reporting and audits.
Call Coach/Customer Experience Associate III
Conduent
03.2022 - 01.2024
- Appointed as Call Coach and supervised a team, ensuring KPIs such as Sales, NPS, and QA were consistently tracked and met, demonstrating strong attention to performance data and metrics.
- Regularly analyzed monthly team performance, identifying trends and performance gaps to drive targeted action plans, showcasing investigative skills and data accuracy.
- Evaluated agent behaviors and categorized them as outliers, mid-performers, or high-fliers, then implemented coaching strategies based on findings, highlighting an ability to identify discrepancies and take corrective action.
- Handled supervisory tools such as ESS and IEX to access performance data, track scheduling, and manage adherence, which involved working with sensitive internal systems and maintaining accurate records.
- Provided regular coaching and performance feedback while maintaining documentation of discussions and improvements, relevant for maintaining accurate logs and supporting audits.
- Acted as a product expert and resolved escalated concerns by clarifying complex issues and aligning customer expectations with internal policies, parallel to resolving transaction discrepancies.
- Shadowed and trained under experienced supervisors to refine leadership, investigation, and root-cause analysis skills that can be transferred to reconciliation investigations.
- Assessed customer interactions, identified needs, and provided immediate, policy-aligned resolutions, developing strong attention to detail and accountability for end-to-end case handling.
- Escalated complex issues to higher levels when required, ensuring documentation and proper audit trails were maintained.
- Demonstrated clear, professional communication both verbally and in writing, aligning with cross-functional coordination and collaboration expectations.
Customer Service Representative
Teleperformance
07.2021 - 12.2021
- Assessed inbound calls to accurately identify and address customers’ banking needs, including transactional discrepancies, account issues, and card or online banking concerns, demonstrating precision and attention to detail in resolving financial queries.
- Acted as a frontliner for all types of transactional claims, ensuring timely and compliant resolution in accordance with internal banking policies and procedures.
- Served as a knowledgeable representative for consumer banking products and services, including debit, credit, and online platforms, supporting customer trust and accurate record-keeping.
- Maintained high standards of professionalism and accuracy while handling sensitive financial data, aligning with reconciliation best practices and regulatory expectations.
Customer Service Associate
Accenture Inc.
03.2021 - 05.2021
- Acted as a subject-matter expert for all telecommunication-related inquiries, ensuring accurate handling of service, technical, and billing concerns, reinforcing attention to detail and strong issue-resolution capabilities.
- Specialized in customer retention and sales, requiring sharp analytical thinking and the ability to interpret customer behavior and account activity to offer relevant solutions.
- Served as a billing representative, regularly reviewing charges, resolving discrepancies, and ensuring accuracy in customer accounts, experience directly transferable to transaction reconciliation and data validation.
Education
Bachelor of Science - Hotel and Restaurant Management
Leyte Normal University
01.2020
Skills
- Data Reconciliation & Issue Resolution
- Microsoft Excel & Microsoft Office
- Analytical Thinking & Problem Solving
- Communication & Documentation
- Cross-functional Collaboration
- Time Management & Task Prioritization
- KPI Tracking & Performance Analysis
- Customer Experience & Dispute Handling
Certification
- Top 3 Representative in Sales conversion for the month of November 2022
- Best in Sales Conversion Q1 for 2023
Timeline
Customer Service Representative
Multitude Global Services Corp.
05.2024 - Current
Call Coach/Customer Experience Associate III
Conduent
03.2022 - 01.2024
Customer Service Representative
Teleperformance
07.2021 - 12.2021
Customer Service Associate
Accenture Inc.
03.2021 - 05.2021
Bachelor of Science - Hotel and Restaurant Management
Leyte Normal University
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