Ma. Cielito M Pepito
Senior Operations & Client Experience Specialist
Pateros
Summary
Detail-oriented professional with 10+ years of experience in back-office operations, executive support, and customer service. Proven track record in managing administrative processes, coordinating cross-functional teams, and optimizing workflows using digital tools. Recognized for strong attention to detail, adaptability, and delivering high-quality support in fast-paced corporate environments.
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Executive Operations Strategist and working in 24/7 uptime environment.
Overview
16
16
years of professional experience
1
1
Language
Work History
Business Banking Support Specialist II
JPMorgan Chase
10.2024 - Current
- Provide back-office support for banking operations, ensuring accuracy in transaction processing
- Resolve client inquiries efficiently, improving customer experience and satisfaction
- Collaborate with cross-functional teams to maintain compliance and operational standards
- Support documentation and workflow processes to improve operational efficiency
Digital Media Senior Associate (Customer Support)
Google Operations Center
11.2023 - 04.2024
- Handled customer escalations and inquiries across digital platforms with professionalism
- Supported execution of digital media campaigns, ensuring quality and timely delivery
- Documented workflows and contributed to process improvement initiatives
- Maintained accurate records and reports for client and internal use
Senior Processing Executive Assistant – Travelers US Insurance
Cognizant Philippines
04.2022 - 10.2023
- Managed policy documentation, data entry, and back-office processing with high accuracy
- Coordinated with US-based teams to ensure compliance and timely task completion
- Assisted in onboarding and training new employees on systems and processes
- Maintained documentation standards and ensured regulatory compliance
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
Lead Generation & Funnel Optimization (Google)
TDCX Philippines Google ETO Funnel Management Prog
Cyberscape Gamma, Ruby Rd, Ortigas Center, Pasig, 1605 Metro Manila
08.2016 - 03.2022
- Managed lead generation and qualification processes for corporate clients
- Generated and qualified B2B leads through Google Ads campaigns and SEO strategies
- Managed inbound leads and conducted qualification based on client requirements
- Optimized ad campaigns to improve conversion rates and lead quality
- Collaborated with marketing and sales teams to support pipeline growth
- Maintained CRM data and tracked lead performance metrics
Healthcare Operations Specialist
ALTA RESOURCES Philippines Corporation
34th F, Wynsum Corporate Plaza, 22 F, Ortigas Jr. Rd. Ortigas Center, Pasig City
05.2013 - 08.2016
- Conducted eligibility screening and application review for healthcare coverage under the Affordable Care Act (ACA)
Assisted customers with enrollment, plan selection, and policy inquiries
Handled inbound and outbound calls while maintaining high-quality customer service standards
Verified personal and medical information with accuracy and confidentiality
Processed documentation and ensured compliance with healthcare regulations
Resolved customer concerns related to coverage, billing, and account status
Collaborated with internal teams to ensure timely case resolution
International Travel Sales Specialist (Australian)
Sterling Global Call Center Inc., Ortigas, Pasig City
15th F Raffles bldg. Emerald Avenue , Ortigas , Pasig City.
11.2009 - 02.2011
- Handled inbound and outbound sales inquiries for international cruise bookings (Australian market)
- Assisted customers in selecting travel packages based on preferences and budget
- Promoted cruise deals, upsold packages, and maximized booking conversions
- Provided end-to-end customer support from inquiry to booking confirmation
- Maintained accurate booking records and customer information in CRM systems
- Delivered high-quality customer service while meeting sales targets
Education
Bachelor of Science - Business Administration
Jose Rizal University
01-2018
Associate - Computer Secretarial
ACLC
01-2006
Skills
Executive support services
Calendar organization
Data management expertise
Operational process optimization
Effective client interaction
Compliance & Documentation
Proficient in Microsoft Office applications
Skilled in utilizing Google Workspace applications
Experience with CRM platforms
Process Improvement & Reporting
Disclaimer
I hereby declare that the facts given above are genuine to the best of my knowledge and belief. Ma Cielito M Pepito
ADDITIONAL INFORMATION
- Strong organizational and multitasking skills
- High level of discretion and professionalism
- Proficient in handling confidential information
- Adaptable to new tools, systems, and technologies
Timeline
Business Banking Support Specialist II
JPMorgan Chase
10.2024 - Current
Digital Media Senior Associate (Customer Support)
Google Operations Center
11.2023 - 04.2024
Senior Processing Executive Assistant – Travelers US Insurance
Cognizant Philippines
04.2022 - 10.2023
Lead Generation & Funnel Optimization (Google)
TDCX Philippines Google ETO Funnel Management Prog
08.2016 - 03.2022
Healthcare Operations Specialist
ALTA RESOURCES Philippines Corporation
05.2013 - 08.2016
International Travel Sales Specialist (Australian)
Sterling Global Call Center Inc., Ortigas, Pasig City
11.2009 - 02.2011
Associate - Computer Secretarial
ACLC
Bachelor of Science - Business Administration
Jose Rizal University