NICA RIVERA
Senior Escalation Representative
Taguig City
Summary
Financial services professional with 12 years of experience supporting collections, escalations, complaints management, and banking operations. Five+ years in senior escalations at Wells Fargo, including complex case ownership and decision support. Provides team leadership through quality reviews and calibration to standardize performance. Delivers accurate, policy-aligned customer resolutions through disciplined execution.
Overview
12
12
years of professional experience
Work History
Senior Escalation Representative
WELLS FARGO
Taguig City
01.2021 - 01.2026
- Resolved complex escalations for deposit accounts, claims, disputes, fraud-related concerns, and branch complaints, ensuring timely and accurate resolutions.
- Reviewed cases for accuracy, policy adherence, root cause, and appropriate resolution.
- Supported teammates with complex cases and policy/process questions; assisted new hires during nesting.
- Assisted Team Leads and Managers by facilitating team discussions and sharing process knowledge to enhance operational consistency.
- Participated in quality reviews and calibration to promote consistency and service quality.
Collection Account Specialist
WELLS FARGO
Taguig City
01.2014 - 01.2021
- Managed retail credit card accounts and collection activities in a performance-driven environment.
- Handled delinquent accounts, payment arrangements, customer concerns, and resolution options.
- Used negotiation, active listening, and problem-solving skills while maintaining compliance and customer service standards.
- Supported peers with difficult cases and shared process and policy knowledge.
Education
Bachelor of Science - Information Technology
AMA Computer College
Skills
Escalation Management
Collections Operations
Account management
Financial Services
Service Quality
Case Review
Calibration
KPI Awareness
Policy & Procedure Guidance
Problem Solving
Customer Experience
Conflict Resolution
Cross-Functional Collaboration
Team Development
Onboarding Assistance
Character References
- Niki Dipasupil — Escalation Supervisor, Wells Fargo | +63 917 855 6462
- Rhoy Maranan — Escalation Supervisor, Wells Fargo | +63 947 440 5414
- Mylene Dela Cruz — Escalation Team Leader, Wells Fargo | +63 927 430 9253
- John Lopez — Escalation Team Leader, Wells Fargo | +63 956 790 8284
Timeline
Senior Escalation Representative
WELLS FARGO
01.2021 - 01.2026
Collection Account Specialist
WELLS FARGO
01.2014 - 01.2021
Bachelor of Science - Information Technology
AMA Computer College