Hi, I’m
EMILY GRACE MESIAS
Customer Service Lead
Liloan,CEB
Summary
Results-oriented leader with expertise in guiding teams and managing complex projects to achieve strategic objectives. Skilled in developing efficient processes and fostering effective communication and collaboration. Committed to aligning efforts with organizational goals and contributing to team success while pursuing continuous learning and growth.
Overview
7
Certifications
10
years of professional experience
Work History
Anaya USA Visa Consultancy Inc.
Operations/Case Manager
04.2025 - 04.2026
Job overview
- Developed individualized case plans to address client needs and improve outcomes.
- Monitored client progress and provided support throughout the immigration process for optimal outcomes.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Streamlined case documentation procedures, reducing processing time and increasing efficiency.
- Coordinated visa application processes to ensure compliance with regulations and timely submissions.
EXL
Financial Executive
07.2024 - 01.2025
Job overview
- Provision of investment advice, analysis of wealth and estate planning needs and ongoing servicing of high net worth clients.
- Monitored stock market trends to provide strategic investment counseling.
- Provided investment advice based on clients' financial history.
- Managed short-term portfolios; analyzed fixed income market offerings and securities for investment opportunities.
- Reviews economic data to determine changes to investment portfolio.
Forest Bloom Real Estate Ventures Inc.
Customer Service Supervisor/Accounting Supervisor
03.2023 - 06.2024
Job overview
- Overall in charge of Financial Reporting for internal and regulatory compliance purposes, ensuring implementation of internal controls processes.
- Leads a team of 15 Professionals from both Accounting and Customer Service Team, handles day-to-day Financial Operations of managed projects/assigned companies.
- Supported Operations Manager by completing Projects and problem resolution and schedule demands.
- Created a project roadmap for staff, defining specific milestones and timelines to encourage timely project completion.
- Improve project efficiency by introducing standardized templates, resulting in an 80% project resolution in documentation.
Greenwich Parkmall
Restaurant Assistant Manager
06.2022 - 12.2023
Job overview
- Analyzed financial data to identify trends and potential cost-saving opportunities.
- Manage staff scheduling, task assignments and inventory levels.
- Lead and motivated employees to ensure customer satisfaction, quality product delivery and operational excellence.
- Train new hire and existing staff on food preparations techniques, safety protocols and customer service best practices.
- Managed staff scheduling, task assignments, and inventory levels to optimize operations.
- Ensure that all Greenwich policies and procedures are followed according to company standards.
Concentrix
Sales & Customer Support
12.2021 - 05.2022
Job overview
- Delivered exceptional customer service via phone, enhancing customer satisfaction.
- Addressed customer inquiries promptly, ensuring accurate information and effective solutions.
- Documented customer interactions and transactions meticulously to support service continuity.
- Remain current on product knowledge and industry trends.
Upwork
Freelance Work
03.2020 - 11.2021
Job overview
- Lead Generation- use social media to collect leads through targeted social media outreach.
- Nurtured leads by conducting follow-up communications via email, phone, and messaging.
- Specialized in managing social media interactions and engagement.-Respond to comments, messages, and mentions on social media.
- Executed social media campaigns to enhance audience growth and boost engagement.
- Use analytics tools to track metrics like engagement rates, click-through rates, and follower growth.
- Create reports that summarize campaign insights and recommendations.
JP Morgan Chase & Co.
Fraud Analyst
08.2016 - 12.2019
Job overview
- Responded to clients reporting suspected fraud activities on their cards, ensuring prompt resolution.
- Analyzed fraud trends.
- Investigated suspicious activity and developed strategies to mitigate risks, safeguarding company from potential financial loss.
- Trained in Verified by Visa transactions and Commercial and Business Banking Department.
Education
UNIVERSITY OF SAN CARLOSP. Del Rosario St. Cebu City
Bachelor of Arts from Political Science
10-2007
Skills
Case management
Case Management Strategies
Client management
Outcome Assessment
Stakeholder Engagement
Cross-functional collaboration
Process Improvement
Financial Analysis
Budgeting and Cost Control
Team management
Documentation proficiency
Certification
FS Analysis & Cash Flow
Timeline
Operations/Case Manager
Anaya USA Visa Consultancy Inc.
04.2025 - 04.2026
Financial Executive
EXL
07.2024 - 01.2025
Customer Service Supervisor/Accounting Supervisor
Forest Bloom Real Estate Ventures Inc.
03.2023 - 06.2024
Restaurant Assistant Manager
Greenwich Parkmall
06.2022 - 12.2023
Sales & Customer Support
Concentrix
12.2021 - 05.2022
Freelance Work
Upwork
03.2020 - 11.2021
Fraud Analyst
JP Morgan Chase & Co.
08.2016 - 12.2019
UNIVERSITY OF SAN CARLOS
Bachelor of Arts from Political Science