Gorby Garrido

GORBY PAULO GARRIDO Pasig City, Philippines | - |- PROFESSIONAL SUMMARY High-performing Team Lead and OperaJons Specialist with over 8 years of experience in financial services, property management support, and administraJve operaJons. Proven track record of leading the #1 ranked team to exceed 100% of performance targets while maintaining a strict 90% Quality Assurance (QA) floor. Expert in strategic negoJaJon, complex dispute resoluJon, and high-volume account management, with a strong focus on delivering excepJonal client saJsfacJon and operaJonal excellence. WORK EXPERIENCE Administra*ve Assistant (Property Management Support) Assisted Business Solu*ons | USA (Remote) 2023 – 2026 • Managed the end-to-end QA review of 120+ property account files daily, ensuring 100% documentaJon accuracy and secure handling of sensiJve tenant data. • Resolved 1,000+ complex tenant and account disputes, uJlizing CRM tools to streamline communicaJon and improve client saJsfacJon. • Maintained strict adherence to Service Level Agreements (SLAs) and regulatory standards through meJculous documentaJon and monthly interacJon audiJng. • Coordinated post-moveout recovery processes, balancing administraJve precision with effecJve conflict resoluJon. Team Performance Manager Credit Corp Group | MakaJ City, Philippines 2022 – 2023 • Led a 10-member operaJons team to exceed 100% of performance targets, earning "Top Performing Team" honors for operaJonal excellence. • Audited operaJonal data and performance trends to idenJfy process improvements, upholding a minimum 90% QA score across all team outputs. • Managed high-level escalaJons and complex account cases through strategic negoJaJon and compliance-driven administraJve management. • Implemented rigorous KPI monitoring and performance coaching to ensure team success and regulatory compliance. Senior Customer Rela*onship Associate Credit Corp Group | MakaJ City, Philippines 2020 – 2022 • NegoJated high-value debt sedlements up to 85% repayment, directly improving recovery rates for internaJonal accounts. • Mentored junior staff on communicaJon techniques and advanced negoJaJon strategies for effecJve debt recovery. Customer Rela*onship Associate Credit Corp Group | MakaJ City, Philippines 2016 – 2020 • Handled 100+ daily customer inquiries and recovery calls, facilitaJng arrangements while maintaining compliant documentaJon. • UJlized invesJgaJve research and skip tracing tools to maintain accurate account data and locate customer informaJon. SKILLS Technical Skills: Customer Support, Property Management, QA AudiJng, Leadership, People Management, and Performance Coaching, Ledgers So@ Skills: Strategic NegoJaJon, Advanced Problem Solving, Dispute ResoluJon, and Junior Staff Mentoring CRM and So@ware Proficiency: Salesforce, Intercom, Asana, Five9, Google Workspace, and Microsol365 CERTIFICATIONS CerJficate III in Financial Services (FNS30122) EDUCATION January 2022 Bachelor of Science in Entrepreneurship Polytechnic University of The Philippines, Santa Mesa, Metro Manila, Philippines