LALAINE VILLAR
Taguig City
Summary
Retirement Services Specialist supports customers with account servicing, clear explanations, and careful handling of sensitive financial questions in financial contact centers. Brings calm communication, accurate follow-through, and dispute-sensitive customer support from banking service roles, handling IRAs, 403Bs, Erisa, Loans, Distributions and Rollovers with attention to account accuracy and compliance. Well suited to helping retirees and plan participants navigate complex account needs with clarity and professionalism.
Overview
20
20
years of professional experience
Work History
Retirement Services Specialist
EXL Service
11.2025 - Current
- Contributed to team success by consistently meeting or exceeding performance goals and expectations in the Retirement Services Specialist role.
- Consistently provided excellent customer service, earning positive feedback from clients and contributing to a strong reputation in the retirement services industry.
- Provided exceptional support during annual enrollment periods, assisting clients in making necessary changes or updates to their plans.
- Educated clients on available options, empowering them to make informed decisions regarding their retirement planning.
- Educated clients on financial topics and best practices.
- Enhanced client satisfaction by efficiently addressing inquiries and resolving retirement plan issues.
- Managed sensitive customer data with utmost discretion, adhering to strict privacy and security protocols.
- Ensured regulatory compliance through rigorous monitoring of account activity and adherence to established guidelines and procedures.
- Increased accuracy and compliance by conducting thorough audits of retirement accounts and documentation.
CSR for UK Credit Cards
American Express International
01.2025 - 09.2025
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Guided customers through complex service processes, ensuring clarity and understanding.
- Collaborated with team members to streamline workflows, improving response times.
- Led initiatives to enhance product knowledge among staff, boosting service quality and accuracy.
- Mentored junior representatives, promoting professional development and performance excellence.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to a comprehensive database for future reference.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Fostered a positive customer service culture within the team which led to higher customer satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
SECURITIES OPERATIONS REPRESENTATIVE
WELLS FARGO
04.2022 - 01.2025
- WEALTH AND INVESTMENT MANAGEMENT (WIM)
- Completed two-month training on annuities.
- I handle all types of investment documents. They have to be all in good order before they are booked by the back office. Efficiency and attention to details are the key because we are talking about millions of dollars worth of investments.
FRAUD AND DISPUTE SPECIALIST
JP Morgan Chase
02.2021 - 02.2022
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Followed all company policies and procedures to deliver quality work.
PHONE BANKER 2
WELLS FARGO
08.2015 - 01.2021
- I was responsible for answering customer queries about their credit card account in the most efficient and detailed manner. I was promoted to Banker Coach after a year. As a Banker Coach, job was to help new hires with questions regarding processes and to make sure that they graduate with complete knowledge of the program.
- Managed customer inquiries and resolved issues effectively to enhance client satisfaction.
- Processed account transactions accurately using banking software and systems.
- Educated customers on financial products, promoting informed decision-making.
CUSTOMER SERVICE ASSOCIATE
VXI GLOBAL/AMERICAN EXPRESS
02.2014 - 07.2015
- Established lasting relationships with customers regarding their credit card accounts.
- Resolved customer inquiries efficiently through various communication channels.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Utilized CRM software to track interactions and manage customer accounts effectively.
TRAVEL RESERVATIONS AND TICKETING SPECIALIST
IGT INTERGLOBE/UNITED AIRLINES
11.2009 - 01.2014
- Created and ticketed travel reservations for leisure and business, ensuring compliance with airline industry standards.
- Streamlined ticketing processes to enhance customer experience and reduce processing times.
- Resolved complex customer inquiries, providing accurate information on flight schedules and policies.
- Coordinated with airline staff to ensure seamless ticket issuance and reservation management.
CUSTOMER SERVICE ASSOCIATE
CITI BPS/CITIBANK
09.2008 - 10.2009
- I answer calls regarding customers' concerns in the most positive way and make sure that customers are knowledgeable about their options. Assisted new hires with onboarding and training in sales after transitioning from phone support.
- Resolved customer inquiries efficiently, ensuring a high level of satisfaction and retention.
- Provided product information and troubleshooting support to enhance user experience.
- Collaborated with team members to streamline communication processes, improving response times.
CUSTOMER SERVICE REPRESENTATIVE
SYKES ASIA/CAPITAL ONE BANK
08.2006 - 07.2008
- Although it was my first time in the BPO industry and in a financial account, my Csat scores was outstanding and the team that I joined were supposed to be disbanded but my scores were great enough to help keep the team together.
- Resolved customer inquiries through multiple communication channels, ensuring timely and accurate responses.
- Enhanced customer satisfaction by efficiently managing account-related issues and providing tailored solutions.
- Trained new team members on customer service protocols, improving onboarding efficiency and knowledge retention.
Education
College Undergraduate - Psychology
UST
01-1991
Skills
- Customer service
- Call handling
- Dispute resolution
- Escalation management
- Customer satisfaction
- Call center metrics
- Escalation routing
- Fraud detection
- Transaction review
- Account research
- Process coaching
- Quality assurance
- Banking regulations
- AML compliance
- KYC procedures
- Fraud case documentation
- Case management systems
Interests
I love to read and learn about other cultures I am into yoga because I believe that a sound body makes a sound mind
Timeline
Retirement Services Specialist
EXL Service
11.2025 - Current
CSR for UK Credit Cards
American Express International
01.2025 - 09.2025
SECURITIES OPERATIONS REPRESENTATIVE
WELLS FARGO
04.2022 - 01.2025
FRAUD AND DISPUTE SPECIALIST
JP Morgan Chase
02.2021 - 02.2022
PHONE BANKER 2
WELLS FARGO
08.2015 - 01.2021
CUSTOMER SERVICE ASSOCIATE
VXI GLOBAL/AMERICAN EXPRESS
02.2014 - 07.2015
TRAVEL RESERVATIONS AND TICKETING SPECIALIST
IGT INTERGLOBE/UNITED AIRLINES
11.2009 - 01.2014
CUSTOMER SERVICE ASSOCIATE
CITI BPS/CITIBANK
09.2008 - 10.2009
CUSTOMER SERVICE REPRESENTATIVE
SYKES ASIA/CAPITAL ONE BANK
08.2006 - 07.2008
College Undergraduate - Psychology
UST