Hi, I’m
Nikki Borja
Summary
Experienced professional seeking a challenging role in marketing strategy or business development within a stable and reputable organization. Passionate about leadership and committed to delivering exceptional customer service satisfaction. Aspiring to secure a management position to directly impact organizational growth and success.
Overview
15
years of professional experience
Work History
The Savings Group Inc
Loan Specialist
01.2025 - 09.2025
Job overview
- Review and assess loan applications for completeness and accuracy
- Verify client-provided documentation such as income, employment & identification
- Submit completed applications to underwriting or processing teams
- Communicate with clients to gather required documents and information
- Explain loan terms, repayment schedules, and any applicable fees or conditions
- Answer inquiries related to loan status, requirements, or eligibility
- Ensure applicants meet the lending criteria and guidelines
- Coordinate with internal teams (underwriting, funding, titles) to move the file forward
- Guide applicants through the loan process from start to finish
- Provide updates on loan status and timelines
CXI Services
Operations Manager
11.2022 - 01.2025
Job overview
- Recruits, selects, hires, and trains new employee and prepares them to be onboarded
- Prepares Team’s performance reports by collecting and analyzing call agents’ data
- Evaluates individual performance reviews and overall team effectiveness with upper management
- Helps the Team with challenging customer service issues
- Monitors team performance
- Maintains and improves operations by monitoring performance and identifying and resolving problems
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution
Conduent
Quality Assurance Supervisor
04.2022 - 10.2022
Job overview
- Demonstrated ability to help manage Quality Assurance Specialists
- Monitored accuracy of evaluations
- Coached Quality Assurance Specialists to have right touch to point out improvements, opportunities and provide insights
- Created in-depth analysis on a weekly basis to identify opportunities and weekly performance to provide QA recommendations for process improvement
- Assessed each Team’s performance in Operations to create innovations
- Call monitoring and monitored trends such as month over month performance to provide actionable insight
- Weekly Call Calibrations with Clients, Senior Operations Manager, Managers and Team Managers
- Weekly QA Talk/Notions with Teams in Operations to share performance and provide actionable insights
Sykes
Team Manager
08.2019 - 03.2022
Job overview
- Managed the operation and admin
- Trained and developed team members
- Lead and motivated the team
- Encouraged success
- Spearhead performance management, including creating performance improvement plans when necessary and monitoring progress towards goals
- Demonstrated ability to help manage agent’s productivity to achieve service levels
- Cared for the health, safety and welfare of my people
- Conducted team meetings for improvement plans
- Weekly Calibrations, Triads and Operations Meetings
- Coached agents on a weekly basis to point out improvements and opportunities and created action plans
- Daily call monitoring, Side-by-Side and real-time coaching
Alorica
Advocate
09.2018 - 06.2019
Job overview
- Gathered information, researched every concern and provided right solutions
- Responded to and resolved on the first call
- Assisted members to understand appropriate information and services
- Offered support to members who feel they are not being heard and to ensure their rights are respected
- Demonstrated ability to build rapport and respond to members in a compassionate manner
- Flexibility to customize approach to meet all types of member communication styles and personalities
VXI Global
Account Specialist
03.2018 - 09.2018
Job overview
- Managed large amounts of incoming calls
- Gathered information, researched every issue and provided solutions
- Builds sustainable relationships and engage customers by taking the extra mile
- Answered inquiries by clarifying desired information; researching, locating, and providing information
- Added, deleted and changed existing data plans
- Performed basic troubleshooting
- Explained complex billing
PSG Global Solutions
Senior Recruiter
09.2017 - 03.2018
Job overview
- Sourced resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc
- Conducted phone interviews to pre-screen candidates, verified their qualifications, availability and compensation requirements; documented these interviews
- Set up interviews between candidates and hiring managers
- Involved in recruiting passive candidates, through phone calls, emails and general relationship-building
- Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions
- Developed and implemented recruiting strategies to meet client needs
- Builds network and does cold calls to develop sales leads
- Developed candidate interest for available positions and client companies
- Proactively identified candidates by utilizing online databases, job boards, employee referrals, networking, and cold calling
- Reviewed applicant credentials, assess qualified candidates, and partner with account managers to determine interview requirements
EXL Services
Customer Service Representative
10.2012 - 08.2017
Job overview
- Inbound call that provides roadside assistance to customers
- Contacted service providers that can provide immediate roadside services to our customers
- Escalated all life and death situation on the road
- Outbound call that provides freight services to different businesses
- Called all existing businesses and made sure that we take care of all of their freight needs
- Processed all documents for their shipping needs
- Looked for prospects
Sitel Philippines
Customer Service Representative
05.2012 - 10.2012
Job overview
- Resolved customer inquiries through multiple channels, ensuring prompt and effective service delivery
- Implemented process improvements that enhanced response times and increased customer satisfaction ratings
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions
Convergys
Customer Service Representative
04.2010 - 04.2012
Job overview
- Handle inbound and outbound calls, chats, or emails from customers regarding services such as mobile, internet, cable, or landline
- Resolve billing issues, service outages, plan inquiries, and technical concerns
- Assist with account updates, service activations, cancellations, or upgrades
- Troubleshoot basic technical problems (e.g., no signal, slow internet, dropped calls)
- Escalate complex technical issues to appropriate departments or technicians
- Explain charges on billing statements
- Process payments, set up auto-pay, and assist with payment disputes or adjustments
- Inform customers about due dates, late fees, or promotional discounts
- Maintain deep knowledge of company products, plans, bundles, and promotions
- Educate customers on how to maximize their services and use self-service tools
- Ensure high-quality service by following call handling standards and scripts when applicable
Education
Young Shepherd's SchoolBacoor, Cavite
Primary
01.2002
St. Dominic College of AsiaBacoor, Cavite
Bachelor of Science from Nursing
01.2009
University of Perpetual Help Rizal - Molino CampusBacoor, Cavite
Secondary
01.2006
Skills
- Spearhead performance
- Adaptable
- Team Player
- Flexible
- Excellent in presenting and communicating ideas
- Friendly and open-minded in providing insights to achieve client needs
KEY ACHIEVEMENTS
Contact Center Association of the Philippines
Timeline
Loan Specialist
The Savings Group Inc
01.2025 - 09.2025
Operations Manager
CXI Services
11.2022 - 01.2025
Quality Assurance Supervisor
Conduent
04.2022 - 10.2022
Team Manager
Sykes
08.2019 - 03.2022
Advocate
Alorica
09.2018 - 06.2019
Account Specialist
VXI Global
03.2018 - 09.2018
Senior Recruiter
PSG Global Solutions
09.2017 - 03.2018
Customer Service Representative
EXL Services
10.2012 - 08.2017
Customer Service Representative
Sitel Philippines
05.2012 - 10.2012
Customer Service Representative
Convergys
04.2010 - 04.2012
St. Dominic College of Asia
Bachelor of Science from Nursing
University of Perpetual Help Rizal - Molino Campus
Secondary
Young Shepherd's School
Primary