Salesforce
Judith Sagun
Senior Analyst - Client Support, Data & Analytics
Summary
Dynamic professional with over 10 years of extensive experience in customer operations within the financial industry. Recognized as a subject matter expert, trainer, facilitator, and coach with strong analytical skills and a proactive approach to problem-solving. Thrives in fast-paced environments where precision and attention to detail are paramount, consistently delivering exceptional results. Committed to excellence and eager to embrace new opportunities that foster growth and innovation.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Senior Analyst - Customer Operations
London Stock Exchange Group
02.2019 - Current
- Respond to clients' inquiries relating to financial market data, product functionality, research analysis and methodology
- Effectively recognize and escalate recurring problems, inferior processes, and outdated procedure
- Advance understanding on data and product solutions related to fund information, research & analytics
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies
- Training & onboarding prospect and new clients
- Strong knowledge in financial solutions like Thomson Reuters Eikon, LSEG Workspace, Investment Solutions, Data Feed
Lead Coordinator and Database Manager
PLACE
07.2021 - Current
- Generates and evaluate leads from various sources. Enters prospect records in the database and nurture leads
- Communicates to prospects and coordinate them to realtors for appointments
- Maintaining accurate records of client information, properties, transactions, and other relevant data using real estate CRM
- Creates, maintains and audit transaction documents for compliance that will result to smooth transaction closing
General VA
Private Employers
01.2018 - 2021
- Managed day to day operations for an e-commerce business
- Lead in marketing project focusing on influencer management, social media and product promotion through ads
- Handled email management, basic editing for product campaigns and email promotions and database management
Subject Matter Expert - Fraud Division
Convergys Philippines
10.2014 - 10.2018
- Facilitates classroom training from product specific training until transition to production.
- Discuss assigned modules, process updates, and perform demo calls
- Provide feedback and coach trainees for product knowledge improvement
- Handled 11 product training classes; pioneered a new hire product training in a new site in 2016.
- Cluster leader and production subject matter expert
- Leads team's engagement activities
Fraud Analyst & Customer Support
Convergys Philippines
05.2013 - 10.2014
- Attending to North American client calls and resolving queries via inbound calls; outbound calls to confirm account activities
- Analyze account activities and detect possible fraud at its earliest stages
- Handled team updates relating to policy changes, system updates, escalating processes that need improvements
Education
Bachelor - International Hospitality Management
Lyceum of the Philippines University
06.2010 - 01.2013
Skills
Email & Database management
Awards
Funds Data Specialization Certified, Q3 Top Subject Matter Expert – 2015, Q4 Top Performing Support for Transaction Fraud – 2016, Convergys Best of the Best Awardee for 3 consecutive years
Software
Real Estate CRM
LSEG Workspace
Lipper for Investment Management
Eikon
Microsoft Tools
Google Suite
Timeline
Lead Coordinator and Database Manager
PLACE
07.2021 - Current
Senior Analyst - Customer Operations
London Stock Exchange Group
02.2019 - Current
General VA
Private Employers
01.2018 - 2021
Subject Matter Expert - Fraud Division
Convergys Philippines
10.2014 - 10.2018
Fraud Analyst & Customer Support
Convergys Philippines
05.2013 - 10.2014
Bachelor - International Hospitality Management
Lyceum of the Philippines University
06.2010 - 01.2013
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