MARIA SHAYNNE BACAOCO
Senior Operations Representative
Taytay,Rizal
Summary
Senior Operations Representative managing 41–60 daily card servicing calls and resolving credit card inquiries, account management needs, and transaction issues. Delivers accurate customer support while applying company policy and regulatory standards to complex account situations. Builds trust through clear communication and personalized solutions.
Overview
4
4
years of professional experience
Work History
Senior Operations Representative
CapitalOne
Alabang, Muntinlupa
2026.06 - Current
- Handled 60+ daily card servicing calls, providing prompt and accurate assistance on credit card inquiries, account management, and transaction issues.
- Delivered personalized solutions to complex customer concerns, ensuring adherence to company policies and regulatory standards.
- (US Account)
Senior Process Executive
Cognizant
Bridgetowne Estate, Quezon City
2025.08 - 2025.10
- Supported customers with technical issues related to the e-signature product via chat, email, and remote sessions.
- Resolved software performance issues and escalated unresolved cases.
- Assisted users with account setup, document workflows, and feature configuration.
- Logged and tracked cases in CRM, ensuring accurate documentation and timely resolutions.
- Coordinated with internal teams to streamline processes and improve customer satisfaction.
Customer Service Support
Majorel Philippines Corp.
Eastwood City, Quezon City
2022.09 - 2025.07
- Serve as the primary contact for advertisers, resolving inquiries on ad performance, billing, and policy compliance.
- Managed inbound calls, chats, and support tickets, ensuring timely and accurate resolutions to enhance customer satisfaction.
- Engage with advertisers via social media and forums to address concerns professionally and maintain brand trust.
- Engaged with advertisers via social media and forums to address concerns professionally, reinforcing brand trust.
- Collaborated with internal teams to streamline support processes, enhancing overall customer experience.
Education
Bachelor of Secondary Education - Filipino
2017-01
Skills
Case management & CRM systems
Customer issue resolution
Technical troubleshooting
Call handling
Escalation management
Timeline
Senior Operations Representative - CapitalOne
2026.06 - Current
Senior Process Executive - Cognizant
2025.08 - 2025.10
Customer Service Support - Majorel Philippines Corp.
2022.09 - 2025.07
University of Rizal System - Bachelor of Secondary Education, Filipino