Mariah Camille Sy
Senior Escalations Representative
Makati
Summary
Dynamic Senior Escalations Representative at Wells Fargo International Solutions LLC, adept at risk assessment and compliance. Achieved exceptional customer satisfaction through effective problem-solving and communication. Enhanced operational efficiency by driving process improvements and mentoring peers, consistently exceeding performance targets while maintaining a focus on quality and customer experience.
Overview
7
7
years of professional experience
Work History
Senior Escalations Representative
Wells Fargo International Solutions LLC
07.2020 - Current
- Managed complex customer complaints and escalations, delivering timely and professional resolutions to restore customer confidence and prevent potential business loss
- Conducted in-depth research and investigation in collaboration with cross-functional teams to resolve high-impact and sensitive cases
- Applied strong analytical skills and attention to detail to assess risks, ensure accurate decision-making, and maintain compliance with company policies and regulatory standards
- Improved customer satisfaction by resolving issues efficiently while balancing customer experience with risk mitigation requirements
- Consistently exceeded performance targets through a results-driven approach and commitment to quality and productivity metrics
- Contributed to process improvement initiatives by identifying gaps, recommending solutions, and supporting implementation of enhanced workflows
- Performed data analysis and case reviews to identify trends, root causes, and opportunities for operational improvement
- Provided coaching and peer mentorship, supporting team development and promoting best practices in case handling and escalation management
Advisor II, Technical Support
Concentrix
11.2019 - 07.2020
- Provided expert technical and functional support for QuickBooks clients, resolving accounting and software-related issues efficiently
- Assisted customers with key accounting processes, including reconciliation, payroll processing, and basic tax preparation
- Guided clients in optimizing accounting workflows, improving data accuracy and overall operational efficiency
- Diagnosed and resolved complex system and user issues through detailed analysis and troubleshooting
- Maintained customer satisfaction scores above 95%, consistently exceeding service expectations and quality metrics
- Delivered clear and effective communication to both technical and non-technical users, ensuring strong customer understanding and experience
Process Associate
Genpact
12.2018 - 11.2019
- Handled high-volume inbound calls for Citibank credit card customers, addressing inquiries related to account management, billing, and transactions
- Managed customer escalations with professionalism, ensuring timely and effective resolution of complex concerns
- Assisted customers in filing and processing credit card disputes, ensuring accuracy and compliance with company and regulatory guidelines
- Identified customer needs and successfully upsold relevant products and services to enhance card utilization and overall customer value
- Provided process clarification and guidance to customers and peers, improving understanding of policies and procedures
- Consistently delivered exceptional customer service, earning recognition for professionalism, efficiency, and quality of support
Education
High School Diploma -
Mondriaan Aura College
Subic Bay Freeport ZoneSkills
Risk & Compliance Awareness
Decision-Making Under Pressure
Effective Verbal & Written Communication
Customer Relationship Management
Risk Assessment & Mitigation
Problem-Solving & Critical Thinking
Attention to Detail
Process Improvement
Coaching and Peer Mentorship
Timeline
Senior Escalations Representative
Wells Fargo International Solutions LLC
07.2020 - Current
Advisor II, Technical Support
Concentrix
11.2019 - 07.2020
Process Associate
Genpact
12.2018 - 11.2019
High School Diploma -
Mondriaan Aura College