Allan Nelmida

5A Cabinet Hill, Teacher’s Camp, Baguio City, Benguet 2600 (- LinkedIn: www.linkedin.com/in/allan-nelmida- Skype: live:.cid.b-fbe0b Email:- Allan Desumala Nelmida Professional Summary With over 15 years of experience in customer service, team leadership, and reputation management, I’ve developed a strong ability to drive results, enhance client relationships, and optimize team performance. I thrive in environments where I can use my communication skills and problem-solving abilities to foster a positive customer experience. From managing fraud detection teams to overseeing CRM systems and guiding virtual assistance operations, I bring a broad skill set that helps organizations streamline processes and improve service delivery. I’m passionate about building lasting relationships, solving complex challenges, and helping teams succeed. I’m now looking for an opportunity where I can apply my experience to contribute meaningfully to an organization’s growth. SKILLS ● ● ● ● ● ● ● ● ● ● ● ● Excellent English communication skills (oral and written) Software proficiency Customer service and support Team leadership and management Financial fraud detection and mitigation Time management and organizational skills Assessing the legitimacy and accuracy of subpoena requests and required information Providing comprehensive details Upholding reliability and precision Virtual Assistance & Coordination CRM management Demonstrating meticulous attention to detail EXPERIENCE adly.com Reputation Manager San Francisco, CA 94114 August 2024 - November 2024 ● ● ● ● ● Monitored online reviews and social media for mentions of the brand, responding proactively to customer feedback. Addressed and resolved escalated customer concerns while maintaining a positive brand image. Collaborated with internal teams (marketing, customer support) to refine customer experience strategies and resolve reputation-related issues. Analyzed sentiment across digital platforms, providing insights and recommendations to improve brand perception. Developed content and responses that promoted positive engagement with customers, highlighting positive aspects of the company’s services. BPL Property Investments LLC Real estate Virtual Assistant St. Petersburg, FL 33702 August 2024 - November 2024 ● ● Supported operational needs through appointment coordination, CRM management, and client communication. Maintained transparency with daily updates to the manager and clients while handling client meetings and training. Concentrix Team Leader Ordonio Drive, Camp John Hay, Baguio City, Benguet, Philippines May 2018 - April 2024 ● ● ● ● ● Led a team of customer service representatives, ensuring adherence to quality standards and KPIs. Managed a team responsible for detecting and mitigating financial fraud, ensuring adherence to regulatory requirements and company policies. Provided coaching, training, and performance feedback to team members to enhance their skills and optimize operational efficiency. Collaborated with cross-functional teams to investigate and resolve fraud cases, minimizing financial losses and maintaining client trust. Utilized Microsoft applications to maintain accurate records, communicate with clients, and collaborate with team members. Concentrix Fraud Analyst (Inbound / Outbound) Ordonio Drive, Camp John Hay, Baguio City, Benguet, Philippines June 2014 - May 2018 ● ● ● Delivered exceptional customer service and support to North American clients in the financial sector, handling inquiries, resolving issues, and processing transactions. Demonstrated strong English communication skills in effectively addressing customer needs and concerns, leading to high customer satisfaction and retention. Collaborated with cross-functional teams to investigate and resolve fraud cases, minimizing financial losses and maintaining client trust. SITEL Subpoena Specialist (Non-voice) Loakan Rd., EPZA, Baguio City, Benguet, Philippines April 2012 - June 2014 ● ● ● ● ● Specialized in managing subpoenas and legal requests, ensuring compliance with legal requirements and company policies. Collaborated with team members and management to optimize departmental operations and achieve performance targets. Assessed the legitimacy and accuracy of subpoena requests and required information. Furnished comprehensive details while upholding reliability and precision. Conducted email correspondence, demonstrating meticulous attention to detail, and ensuring prompt responses. SITEL Loss Management Specialist (Inbound) Loakan Rd., EPZA, Baguio City, Benguet, Philippines October 2009 - April 2012 ● ● ● Handled loss management processes, including investigating and mitigating financial losses. Provided exceptional customer service and client support, addressing inquiries, resolving issues, and processing transactions effectively. Collaborated with team members and management to optimize departmental operations and achieve performance targets. EDUCATION University of Baguio Bachelor of Science in Business Management (Undergraduate) June 2004 - November 2006 June 2006 - November 2008 REFERENCES Available upon request SOFTWARES AND TOOLS Microsoft Office Applications MS Teams Google Suites Applications Skype Trello Telegram Dropbox YouTube Zoom Slack Canva Capcut