Mary Jane Cosio
Makati City
Summary
Secure a responsible career opportunity to fully utilize my training skills, while making a significant contribution to the success of the company. Seeking a position where I can maximize my ten years of experience in customer service and in the financial industry. Seeking for a role to leverage strong communication, problem-solving skills and conflict resolution skills. Passionate about improving customer satisfaction and contributing to team success.
Overview
12
12
years of professional experience
Work History
Virtual Assistant
Clear Blue Bookkeeping Solutions
01.2025 - 06.2025
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Facilitated smooth operations with proficient data entry and document management for various projects.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Completed business correspondence, transcription, and data entry.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
- Conferred with customers by telephone, chat or email to provide information.
- Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
- Coordinated Skype calls across multiple time zones.
- Organized and managed team tasks using Trello and Asana.
- Improved team collaboration by organizing virtual meetings, preparing agendas, and taking accurate meeting minutes.
Senior Securities Operations Representative
Wells Fargo
05.2021 - 11.2024
- Reviewing and processing new brokerage account applications, ensuring compliance with regulations.
- Reviewing customer documents for compliance with financial requirements (e.g., KYC and AML requirements)
- Assisting with incorrect transactions, and customer inquiries related to brokerage services
- Coordinating with trading desks, financial advisors, and compliance teams for issue resolution.
- Assisting branch officers for pending deposits, withdrawals, wire transfers and account funding request.
Phone Banker / Coaching Queue/Escalation Banker
Wells Fargo
01.2017 - 05.2021
- Assisting with account balances, transaction history, and general banking questions.
- Helping customers transfer funds, pay bills, activate card, or set up direct deposits
- Addressing concerns like unauthorized transactions, card declines, or account holds.
- Verifying customer identities, flagging suspicious activities and guiding customers on security measures.
- Managing frustrated customers & escalating complex issues to appropriate departments.
- Logging customer interactions and updating account details in the system.
Customer Service Representative
Teletech Philippines
11.2013 - 11.2016
- Assisting customers with billing, account status, and general service related questions.
- Troubleshooting mobile, internet, or cable service issues and guiding customers through basic fixes.
- Helping customers understand their bills, process payments and resolve disputes
- Offering promotions, upgrading plans.
- Assisting with new accounts, plan changes or add-on services
- Managing frustrated customers de-escalating situations and ensuring resolutions
- Logging customer interactions and updating account details in the system.
Education
Associate in Hotel and Restaurant Management -
Cento Escolar University
03.2013
Bachelor of Science - Nursing
San Juan De Dios College
09.2009
Skills
- Problem solving skills
- Microsoft Office tools
- Time management
- Calendar management
- Data entry
- Microsoft office
- Customer service
- Document preparation
- Meeting scheduling
- File organization
Websites
References
References available on request.
Accomplishments
- Top Coaching Queue Banker - 2019
- Top Escalation Banker - 2020
- Top Performer Q2 and Q3 - 2023
- Top Performer Q3 and Q4 - 2024
Training
- Basic Trainer Skills
- Wells Fargo
- Facilitation & presentation skills
- Adult Learning principle
- Communication and coaching
- Classroom and virtual training
- Assessment and Feedback
- Problem solving and Adaptability
Timeline
Virtual Assistant
Clear Blue Bookkeeping Solutions
01.2025 - 06.2025
Senior Securities Operations Representative
Wells Fargo
05.2021 - 11.2024
Phone Banker / Coaching Queue/Escalation Banker
Wells Fargo
01.2017 - 05.2021
Customer Service Representative
Teletech Philippines
11.2013 - 11.2016
Bachelor of Science - Nursing
San Juan De Dios College
Associate in Hotel and Restaurant Management -
Cento Escolar University
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