EDDIELYN C. BATHAN
Valor Global Philippines
Trece Martires,Philippines
Work Preference
Work Type
Full timePart timeSeasonal work
Location Preference
Remote
Important To Me
Career advancementWork-life balanceCompany cultureFlexible work hoursPersonal development programmesHealthcare benefitsWorking remotely optionPaid time offPaid sick leaveStock options / equity / profit sharingContribution to a private pension plan4-day work weekTeam building / company retreats
Resolves complex technical issues across security systems, network settings, and connected devices while maintaining clear customer communication. Manages account queries, billing requests, and technician scheduling to support accurate service delivery and timely case resolution. Delivers calm, structured guidance that strengthens customer confidence and issue ownership.
1
Certification
11
years of professional experience
Work History
Technical Support Representative (with Sales)
1 Year 2 Months
Valor Global Philippines - Biñan, Laguna | 08.2025 - Current
- Technical Troubleshooting: Diagnose and resolve complex functional issues with ADT Home Security panels, cameras, smart home devices, and environmental sensors.
- Guided Assistance: Walk customers step-by-step through network settings, Wi-Fi reconnection protocols, and system-wide equipment reprogramming.
- Account Management: Administer customer accounts, resolve direct billing inquiries, and coordinate high-priority scheduling for on-site field technicians.
Analyst 1 (Annuity Operations)
1 Year 3 Months
DXC Technology / Entserv Philippines - Taguig City | 09.2023 - 12.2024
- Compliance & KYC Validation: Verified client identities under strict legal guidelines during complex account modifications, ensuring adherence to KYC standards before handling annuity disbursements.
- Tax Compliance: Addressed regulatory and tax-related inquiries regarding 1099-R forms and the deferred taxability of operational growth distributions to support compliance and client clarity.
- Distribution Management: Supervised and executed Required Minimum Distributions (RMDs), systematic legal withdrawals, and lump-sum contract cash-outs.
- Financial Advisory: Evaluated and advised clients on complex surrender charge calculations, early withdrawal penalties, and applicable fee waivers to ensure informed decision-making.
- Contract Servicing: Managed financial operations for Brighthouse Financial, clarifying fixed vs. variable annuity structures and compounding interest phases to enhance client understanding.
Senior Process Specialist (Life Insurance Account Management)
1 Year 6 Months
Infosys BPM Philippines - Muntinlupa City | 03.2022 - 09.2023
- Acted as escalation point for complex, high-value Voya Financial life insurance portfolios, resolving intricate disputes on cash values and policy statuses.
- Policy Loans: Managed cash values by calculating real-time loan availability against permanent insurance values and setting up structured repayment timelines.
- Account updating: Processed critical legal documentation including ownership transfers, legal name updates, and official beneficiary designations, ensuring compliance and timely updates for client records.
- Policy inquiries: Addressed sensitive inquiries, clarifying complex policy structures, face amounts, cash surrender values (CSV), and premium schedules to enhance client understanding and trust.
Process Associate (Accounts Receivable Analyst)
2 Years 5 Months
Genpact Services LLC - Muntinlupa City | 10.2019 - 03.2022
- Payment & Remittance: Managed day-to-day payment processing, accurately allocating incoming funds to open invoices and resolving transaction discrepancies.
- Collections Tracking: Monitored Aging Schedules (30, 60, 90+ days) to proactively identify delinquent accounts, facilitating timely follow-up and reducing outstanding debt.
- Billing Resolution: Audited and resolved high-priority commercial customer disputes, account discrepancies, and recurring billing errors.
- Invoicing & Billing: Created and distributed compliant corporate invoices for ABB Industrial Connection and Solution account, ensuring adherence to contractual sales terms and enhancing cash flow management.
Customer Service Representative (Credit One Bank Account Operations)
1 Year
RMS Collect Inc (iQor) - Dasmarinas, Cavite | 04.2018 - 04.2019
- Managed daily retail and commercial banking inquiries, ensuring accurate transaction verifications, effective card management, and secure account adjustments.
- Guided users through desktop and mobile digital banking features, addressing inquiries while ensuring regulatory compliance and resolving issues in real-time.
- Monitored unusual card activities, processed account blocks, and flagged transaction risks, safeguarding bank account holders' assets.
Voice/Chat/Email Support Representative
10 Months
Opsify Philippines - BGC, Taguig City | 04.2017 - 02.2018
- Managed order logs, delivering real-time chat and email updates on package locations, estimated delivery dates, and carrier details to enhance customer satisfaction.
- Managed client communications for Bouqs.co
- Monitored carrier tracking metrics, adjusting shipment addresses and product scopes to ensure timely warehouse fulfillment.
- Resolved logistical disputes concerning damaged, lost, or delayed items, issuing targeted resolutions to maintain customer trust.
Customer Service Representative
1 Year 2 Months
Convergys / iQor Philippines - Pasay City / Dasmarinas, Cavite | 10.2015 - 12.2016
- Provided e-commerce support for Macy's Omni-Channel and Walmart.com, resolving delivery issues, tracking customer milestones, and processing order changes to enhance customer satisfaction.
- Responded to customer service inquiries promptly, providing accurate information.
- Provided assistance to customers regarding product-related questions, feedback, and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
Education
Bachelor of Science (Undergraduate) - Business Administration
Philippine Women's University - Taft, Manila
10-2000
Student Assistant Program: Active assignments in the Finance Department, University Clinic, and Student Affairs Office.
Skills
Risk & Compliance: Fraud Detection
Risk Mitigation
Know Your Customer (KYC)
Escalation & Complex Concerns
Financial Operations: Accounts Receivable
Payment Processing
Invoice Processing
Account Reconciliation
Certification
Accounts Receivable Process Training
Trainings
- Basic Healthcare VA and General VA Training
Timeline
Technical Support Representative (with Sales)
Valor Global Philippines
08.2025 - CurrentRead more
Analyst 1 (Annuity Operations)
DXC Technology / Entserv Philippines
09.2023 - 12.2024Read more
Senior Process Specialist (Life Insurance Account Management)
Infosys BPM Philippines
03.2022 - 09.2023Read more
Process Associate (Accounts Receivable Analyst)
Genpact Services LLC
10.2019 - 03.2022Read more
Customer Service Representative (Credit One Bank Account Operations)
RMS Collect Inc (iQor)
04.2018 - 04.2019Read more
Voice/Chat/Email Support Representative
Opsify Philippines
04.2017 - 02.2018Read more
Customer Service Representative
Convergys / iQor Philippines
10.2015 - 12.2016Read more
Philippine Women's University - Bachelor of Science (Undergraduate), Business Administration
Read more