Ma. Reina Magnifico
Senior Account Specialist
Imus, Province Of Cavite
Summary
Dedicated Senior Account Specialist and Quality Assurance Analyst with a vast experience in customer service, KYC, sales and quality management. Proven expertise in identifying and resolving customer issues, ensuring regulatory compliance, and providing top-notch support via phone, chat, and email. Adept at handling complex escalations and cultivating strong customer relationships. Recognized for delivering superior customer experiences, implementing innovative solutions, and contributing to continuous improvement.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Senior Customer Service Representative/Customer Escalation Specialist
TDCX- Stripe (Fintech Account)
10.2019 - 01.2025
- Handled and resolved complex cases either by chat, email or call.
- Took supervisor calls.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Knowledgeable in RISK KYC, Compliance, identity theft and fraud.
Quality Assurance Analyst/ Credit Auditor
Convergys/Concentrix- DirecTV AT&T
07.2014 - 08.2018
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
Senior Customer Specialist
Convergys/Concentrix DirecTV AT&T
11.2010 - 07.2014
- Managed over 70-90 calls per day.
- Pitched in sales on every call.
- Empowered customers by providing educational resources on products, services, and solutions tailored to their needs.
- Enhanced customer satisfaction by addressing and resolving inquiries in a timely manner.
Education
Bachelor of Science - Nursing
Our Lady of Fatima University
Valenzuela, Metro Manila, Philippines 04.2001 -
Skills
Customer support
Escalation management
Sales
Quality assurance
Complaint resolution
CRM software
MS office
Salesforce
Jira
Zendesk
Certification
Certified Lean Six Sigma by AIGPE
Timeline
Certified IELTS passer with OBS of 7.
01-2022
Certified Lean Six Sigma by AIGPE
07-2021
Senior Customer Service Representative/Customer Escalation Specialist
TDCX- Stripe (Fintech Account)
10.2019 - 01.2025
Quality Assurance Analyst/ Credit Auditor
Convergys/Concentrix- DirecTV AT&T
07.2014 - 08.2018
Senior Customer Specialist
Convergys/Concentrix DirecTV AT&T
11.2010 - 07.2014
Bachelor of Science - Nursing
Our Lady of Fatima University
04.2001 -
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