EUNICE PAULO
GLOBAL OPERATIONS | QUALITY | COMPLIANCE
Mandaluyong City
Summary
Performance-driven operations professional with expertise in global operations, customer experience, workforce training, quality assurance, and compliance within fast-paced, high-volume environments. Skilled in customer relationship management, training facilitation, audit and risk management, and process optimization, with a proven track record of enhancing efficiency, ensuring compliance, and delivering service excellence.
Overview
5
5
years of professional experience
1
1
Language
Work History
Global Compliance Officer
TDCX
Mandaluyong City
11.2024 - 02.2026
- Conducted audit sampling across 500–750 weekly cases to evaluate compliance with internal policies, identify operational risks, and detect potential fraud exposures while maintaining 100% audit accuracy.
- Investigated 50+ monthly escalated and high-risk cases through due diligence, evidence evaluation, and root-cause analysis to identify policy violations and mitigate operational risks.
- Prepared executive-level investigation reports with actionable recommendations that supported leadership decision-making and strengthened process documentation.
- Refined audit sampling methodologies by calibrating evaluation criteria, resulting in improved audit accuracy and enhanced integrity of audit outputs.
- Facilitated compliance training sessions for 30+ team members, reinforcing policy adherence and enhancing process accuracy.
Training Officer
TDCX
Mandaluyong City
03.2024 - 10.2024
- Facilitated 80-hour upskilling programs for 15–30 tenured agents per batch, enhancing operational readiness and ensuring smooth transition to production.
- Delivered interactive instructor-led training sessions, achieving a 100% endorsement rate for production readiness and successful transition to live operations.
- Conducted training assessments and skill gap analyses to implement targeted coaching strategies, elevating agent performance and operational effectiveness.
- Provided individualized SMART-based coaching to strengthen competencies and enhance performance, contributing to achievement of operational KPIs.
Support Ambassador
TDCX
Mandaluyong City
03.2023 - 03.2024
- Managed 50+ daily inbound calls and email support requests related to bookings, payments, reservation inquiries, and listing issues.
- Facilitated resolution of 100+ urgent and high-priority cases monthly between hosts and guests to secure fair and timely outcomes, ensuring a positive customer experience.
- Achieved a 90% resolution rate in a high-volume support environment, improving customer satisfaction and service efficiency.
Sales Advisor
Concentrix
Quezon City
07.2022 - 03.2023
- Managed 75+ daily customer inquiries about products, services, pricing, and store information, providing accurate and personalized support that improved customer satisfaction.
- Resolved customer concerns involving returns, exchanges, and order-related issues while delivering high-quality service and reinforcing customer trust.
- Coordinated with internal teams and delivery providers to ensure timely order fulfillment, streamline logistics operations, and deliver a seamless end-to-end customer experience.
Technical Support Representative
Alorica
Quezon City
04.2021 - 10.2021
- Managed 50+ daily customer service inquiries, ensuring accurate provisioning and uninterrupted internet, voice, and TV services.
- Delivered tailored resolutions to customer issues, supporting retention by reducing repeat contacts in a high-volume support environment.
- Maintained accurate case documentation to ensure audit readiness and facilitate service traceability.
Customer Service Representative
Alorica
Quezon City
10.2020 - 04.2021
- Responded to 50+ daily member inquiries about healthcare benefits, clarifying coverage details, co-payments, co-insurance, and deductibles to ensure members understood plan policies.
- Coordinated status updates for 15–30 daily pre-authorization requests for medical procedures, ensuring timely processing and communication of determinations through effective collaboration with internal systems.
- Ensured compliance with HIPAA regulations and healthcare confidentiality standards while managing sensitive member health information according to payer policies.
Education
Bachelor of Science in Accountancy -
The National Teachers College
Manila City01-2022
Skills
Audit & Compliance Management
Fraud Detection & Risk Assessment
Learning & Development
Training Facilitation
Customer Relationship Management (CRM)
Timeline
Global Compliance Officer
TDCX
11.2024 - 02.2026
Training Officer
TDCX
03.2024 - 10.2024
Support Ambassador
TDCX
03.2023 - 03.2024
Sales Advisor
Concentrix
07.2022 - 03.2023
Technical Support Representative
Alorica
04.2021 - 10.2021
Customer Service Representative
Alorica
10.2020 - 04.2021
Bachelor of Science in Accountancy -
The National Teachers College