Ma. Annalyn V. Salomon
Phase 1, B15 L60, East Bellevue Residences, San Isidro, Rodriguez Rizal- /--Skype: live:.cid.66b1ddf3b984fdfd
PROFESSIONAL OBJECTIVE
To deliver high-quality customer support service by using my earned expertise for the past 10 years for clients
while continuously expanding my skill set and fostering long-term professional relationships.
Personal Profile:
BIRTHDATE: November, 30 1988
PLACE OF BIRTH: Marikina City CIVIL STATUS: Married NATIONALITY: Filipino HEIGHT: 4’ 11”
EDUCATION
CONCEPCION HIGH SCHOOL
Purok 4, Malanday, Marikina City-
MALANDAY ELEMENTARY SCHOOL
Malaya St., Malanday, Marikina City-
EMPLOYMENT
5 Star VAs | Customer Service Representative & Payment Analyst. (Associa US, CST)
Block 43 Lot 20 27th Street, Westwood Subd. Dungon C, Manduriao Iloilo City 5000
November 11, 2024 – Present
Roles:
- Manage inbound and outbound communications with clients, including escrow officers, attorneys, title
companies, real estate agents, homeowners, and property management firms. This includes placing HOA
document orders, handling rush requests, updating order estimates, clarifying file contents, and
troubleshooting issues.
- Collaborate with Community Association Managers to address concerns related to Homeowners' Associations.
- Provide customer support via email using platforms such as Freshdesk, Salesforce, and other company tools
and CRM systems.
- As a Payment Analyst, respond to client inquiries regarding payment processing and disbursements, and
prepare spreadsheets to assist clients with accounting reconciliation.
- Conduct analyses to identify and document relevant artifacts associated with observed variances.
- Offer homeowner assistance and guidance in using the ATG Pay portal, including refund requests, autopay
registration and management, and other related support.
- Meet the target KPI of 70 contacts per day, including requests for Google Reviews.
- I facilitated business related learning sessions for the first quarter of 2025
AFNI Customer Service Representative, Voice (US Telco, EST)
SM City Fairview Tower 4, Novaliches, Quezon City
February 16, 2023 – Present
Roles:
- Assist clients in billing discussion and providing recommendation to ensure up to date account payments and
maintenance.
- General account management assistance, ticketing, orderings and troubleshooting, line port-ins etc.
- Achieve monthly sales target by promoting company product and offers.
Project Coach Trainee (US Telco, EST)
SM City Fairview Tower 4, Novaliches, Quezon City
September 28, 2022 – February 15, 2023
Leading a team of 12
- Sweeping daily timekeeping to avoid salary disputes every cut off.
- Serving as an HR Liaison to ensure agents will comply to the company legal requirements and agent concerns
are addressed or escalated properly.
-Initiate daily goal setting, perform coaching sessions and do skill transfers to ensure company metrics are met.
- Completing admin papers as required.
Support Coach / SME (US Telco, EST)
SM City Fairview Tower 4, Novaliches, Quezon City
July 28, 2022 - September 27, 2022
-Initiate goal setting, perform coaching sessions and do skill transfers to ensure company metrics are met.
-Take escalations calls and follow-up w/ the customers for final resolutions.
Customer Service Representative, Voice (US Telco, EST)
SM City Fairview Tower 4, Novaliches, Quezon City
February 10, 2019 - July 27, 2022
Roles:
- Assist clients in billing discussion and providing recommendation to ensure up to date account payments and
maintenance.
- General account management assistance, ticketing, orderings and troubleshooting, line port-ins etc.
- Achieve monthly sales target by promoting company product and offers.
HSBC Financial Advisor/Repayment Services Agent, Voice
Bldg C, UP-Ayala Land Technohub, Commonwealth, Quezon City December
6, 2016 - January 30, 2019
Roles:
-Set up suitable repayment arrangement for closed Bank and Card accounts with outstanding balances by
financial assessments (Income & Outgoing).
- Provide referrals on where the clients can possibly get help (Gov't assistance) to get financially back on track
CONCENTRIX
Customer Care Specialist, Voice
UP-Ayala Land Technohub, Commonwealth, Quezon City
May 24, 2014 – November 19, 2016
Roles:
- Assist clients in billing discussion and providing recommendation to ensure up to date account payments and
maintenance.
- General account management assistance, ticketing, orderings and troubleshooting, line port-ins etc.
- Achieve monthly sales target by promoting company product and offers.
JOLLIBEE FOODS CORPORATION Accounting Crew / Counter Crew
Aurora Blvd., cor. Edsa Cubao, Quezon City
June 15, 2011 – October 26, 2011
Roles:
- Issue Cashier starting funds
- Performing sales cut off reports for the store
- Daily updating store sales records
- Completing store sales remittance to the bank.
MITSUBA PHILIPPINES Visual Inspector
FCIE, Dasmariñas, Cavite City
October 13, 2008 – March 28, 2009
Roles: Inspect products to avoid any defective outputs joining the shipping stage.
JOLLIBEE FOODS CORPORATION Counter Crew
Dasmariñas Bayan, Cavite City
October 11, 2007 – March 18, 2008
Roles:
- Take and arrange orders.
MILAN PAWNSHOP Vault Inspector
Concepcion, Marikina City
December 11, 2006 – June 18, 2007
Roles:
- Safe keeping of pawned-items, ensuring records are tally between the remaining funds and the items pawned
on a daily basis.
- Ensure nobody will have access to the pawned jewelries aside from us.
SKILLS
Knowledgeable in using Microsoft office, Salesforce, Freshwork, Canva, PDF Nitro, Stripe, Slack,
Bluejeans, Webex, Asana and Google Suite.
CHARACTER REFERENCES
DIANA DELFIN Fraud & Risk Management Supervisor, AFNI-
WINSTON DAMOLE Operations Manager, AFNI-
CELSO CAMBRI Operations Manager, AFNI-
I hereby certify that the above information is true and correct to the best of my knowledge and belief.
__________________________
Ma. Annalyn V. Salomon
