Mary Ann Catap
Mexico,Pampanga
Summary
Detail-oriented SME providing financial guidance and process improvements. Oversees agent performance to ensure policy compliance and enhance customer satisfaction while driving revenue growth and operational efficiency.
Overview
11
11
years of professional experience
Work History
Subject Matter Expert
Sutherland
Clark Freeport Zone , Pampanga
12.2025 - Current
- Provided expertise and support for agents handling Cash App Borrow inquiries, ensured accurate financial guidance and compliance with lending policies, enhancing customer experience.
- Supervised live agent interactions, delivered performance coaching, and enforced compliance with Cash App Borrow policies to elevate customer satisfaction.
- Participated in meetings with the Account Manager to align on team objectives and provide insights for continuous improvement in team performance.
Subject Matter Expert
Teleperformance UK
SM Clark, Pampanga
01.2024 - 06.2025
- Monitored agent performance, developed targeted improvement plans to enhance outcomes.
- Provided strategic guidance and technical expertise for sales account operations, optimising processes to drive revenue growth and enhance client satisfaction.
Mentor/Subject Matter Expert
Alorica
Clark Freeport Zone, Pampanga
03.2023 - 08.2023
- Monitored mentee progress through regular meetings, providing constructive feedback and encouragement.
- Developed student confidence and competence through targeted incentive programmes, increasing student commitment to learning.
- Worked with patience and flexibility, adapting to individual student needs to maximise mentoring potential.
Technical Support Representative
IQOR
SM Clark , Pampanga
09.2021 - 11.2022
- Delivered frontline technical assistance, resolved customer issues, ensured seamless mobile service experiences across Sprint and T-Mobile networks.
- Deliver support in billing inquiries and mobile device usage, ensuring accurate assistance and a seamless customer experience.
Massage Therapist - Trainer
The Golden Passage Spa
Angeles City , Pampanga
01.2016 - 02.2019
- Delivered therapeutic massages tailored to individual client needs, promoting relaxation and wellness.
- Managed scheduling and appointments efficiently, maximising client satisfaction and operational productivity.
Education
Diploma of Higher Education - High School
The Sisters of Mary School
Talisay City, CEB01-2012
Skills
- Financial guidance
- Financial risk analysis
- Data collection and analysis
- Process analysis and improvement
- Strategic planning
- Performance evaluation
- Performance coaching
- Coaching techniques
- Coaching and mentoring
- Strong leadership skills
- Public speaking
Timeline
Subject Matter Expert
Sutherland
12.2025 - Current
Subject Matter Expert
Teleperformance UK
01.2024 - 06.2025
Mentor/Subject Matter Expert
Alorica
03.2023 - 08.2023
Technical Support Representative
IQOR
09.2021 - 11.2022
Massage Therapist - Trainer
The Golden Passage Spa
01.2016 - 02.2019
Diploma of Higher Education - High School
The Sisters of Mary School