Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Emelyn Saladaga

Emelyn Saladaga

Operations Support/ Subject Matter Expert
Mabalacat, Province Of Pampanga,PAM

Summary

Experienced Customer Service Professional & Creating comprehensive financial plans tailored to meet individual needs. bringing 12 years of quality performance in customer support and 1 year supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Knowledgeable on wide range of retirement plans & Financial transactions such as processing withdrawals and rollovers.

Overview

14
14
years of professional experience
4
4
years of post-secondary education
5
5
Certifications

Work History

Process Specialist

Infosys BPM Unlimited
01.2023 - 05.2025
  • Resolved complaints to maintain customer satisfaction.
  • Identified and resolved process issues to drive optimal workflow and business growth.
  • Processed financial transactions such as withdrawals and rollovers.
  • Served as a subject matter expert for process-related inquiries, providing guidance to colleagues when needed.
  • Conducted regular audits of processes, identifying areas for improvement and recommending corrective actions.
  • Streamlined communication within the team, leading to better project coordination and timely completion of tasks.

Customer Service Supervisor

RMS Collect Iqor
10.2021 - 12.2022
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.

Customer Representative

VXI Global Holdings
07.2019 - 07.2020
  • Resolved concerns with products or services to help with retention and drive sales.
  • Used Software to prepare memos, correspondence and reports.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
  • Assisted customers in navigating company website features, leading to increased online sales conversions.
  • Contributed to the development of departmental strategies aimed at enhancing the overall customer experience.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Representative

Alorica
05.2014 - 07.2019
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Updated account information to maintain customer records.
  • Answered constant flow of customer calls with minimal wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Reservation Specialist

AEGIS Services
02.2011 - 05.2013
  • Assisted customers with making reservations and entered reservation details into computer system.
  • Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
  • Adhered to company guidelines and regulations consistently, ensuring a high standard of professionalism in all aspects of the Reservation Specialist role.
  • Ensured accurate client information was entered into the reservation system quickly and error-free, reducing data-entry mistakes.
  • Assisted guests with special requests or accommodations, ensuring a personalized experience for each stay.

Education

Bachelor Of Science - Elementary Education : Biology Teacher Education

Cebu Normal University
06.2006 - 04.2010

Skills

Training and mentoring

Certification

Language Development Training, 03/14

Timeline

Process Specialist

Infosys BPM Unlimited
01.2023 - 05.2025

Customer Service Supervisor

RMS Collect Iqor
10.2021 - 12.2022

Customer Representative

VXI Global Holdings
07.2019 - 07.2020

Customer Service Representative

Alorica
05.2014 - 07.2019

Reservation Specialist

AEGIS Services
02.2011 - 05.2013

Bachelor Of Science - Elementary Education : Biology Teacher Education

Cebu Normal University
06.2006 - 04.2010

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Emelyn SaladagaOperations Support/ Subject Matter Expert