Moder Solutions Inc

Oct, 2024  –  Jan, 2026  •  1 yr 4 mos  -  Full time

-Led and supervised mortgage support teams handling multiple lender and broker clients

-Managed daily operations across different client processes, ensuring accuracy, productivity, and SLA compliance

-Served as escalation point for complex mortgage-related inquiries including loan processing, documentation, underwriting support, and servicing

-Provided coaching, mentoring, and performance feedback to team members

-Conducted quality audits, call/file reviews, and compliance checks in line with client and regulatory standards

-Coordinated with internal departments and client stakeholders to implement process improvements

-Prepared and analyzed performance and compliance reports for management and clients

Convergys Philippines

Aug, 2017  –  Jul, 2025  •  8 yrs  -  Full time

-Led and supervised a team of customer support agents handling QuickBooks products for Intuit

-Provided coaching, performance monitoring, and real-time support to ensure service level agreements (SLAs) were met

-Assisted agents with complex QuickBooks issues including billing, payroll, account setup, and troubleshooting

-Conducted quality assurance, call reviews, and performance feedback sessions

-Ensured compliance with Intuit policies, data security, and customer service standards

-Prepared daily and weekly performance reports and escalated critical issues to management

-Supported onboarding and training of new team members