Mary Rose Buenaventura Quinto

Mary Rose Buenaventura Quinto Lot 99 Cluster I, Bagong Nayon, Antipolo City-| - | Professional Summary Detail-oriented Administrative Assistant with over 20 years of combined experience in financial services, government administration, BPO environments, and virtual assistance. Proven track record in clerical operations, fraud analysis, lead generation, and client support, with exceptional interpersonal skills and a consistent record of punctuality and reliability. Currently working as a freelance Real Estate Agent and a Virtual Assistant / Appointment Setter for a U.S.-based Mortgage Protection Program, with hands-on experience in prospect outreach and qualification. Seeking to leverage extensive administrative and communication skills to contribute to organizational growth. Core Competencies       Administrative Operations: Document management, scheduling, liaison coordination, record keeping Lead Generation & Qualification: Prospect research, appointment setting, lead nurturing Analytical Skills: Fraud investigation, data analysis, content moderation Technical Proficiency: MS Office Suite (Word, Excel, PowerPoint), stenography, data encoding (40 wpm) Customer & Technical Support: Issue resolution, account management, quality assurance Soft Skills: Time management, teamwork, communication, adaptability, work under pressure Professional Experience Virtual Assistant / Appointment Setter Hotel Planner Reservation 2025 - Present ·Managed hotel bookings, modifications, and cancellations through online systems and CRM platforms. ·Assisted clients with inquiries regarding availability, pricing, and special requests. ·Coordinated with hotel partners to confirm booking details and accommodate guest preferences. ·Provided accurate information on hotel policies, amenities, and local attractions. ·Ensured customer satisfaction through prompt follow-ups and issue resolution. ·Scheduled appointments for hotel tours, VIP stays, and business meetings. ·Maintained accurate records of bookings and client communications.· ·Enhanced guest experience by delivering professional and courteous support. Fraud Analyst • Wells Fargo, McKinley Hills, Philippines January 2025 – April 2025 · Investigated suspicious transactions and activity patterns, successfully identifying high-risk cases and reducing potential financial losses. · Processed transaction and claim reviews, determining whether cases were valid for denial, dispute, or reprocessing, depending on documentation and resolution status. · Consolidated missing transactions into a unified workflow, ensuring accuracy and efficiency in the dispute process. · Coordinated with cross-functional teams to escalate complex cases and implement timely remediation actions. · Maintained clear, audit-ready documentation for every case handled, ensuring 100% compliance with internal policies and regulatory standards. Content Moderator • TaskUs, Philippines May 2021 – November 2024 · Reviewed and flagged user-generated content to ensure compliance with platform policies, consistently maintaining a 98% accuracy rate · Trained and supported new team members on moderation guidelines, tools, and escalation workflows, contributing to smoother on-boarding and faster ramp-up. · Worked closely with Trust & Safety teams to improve review processes and update content policies based on evolving risks and platform needs.es. Technical Support Representative (Samsung Account) • Concentrix, Philippines November 2020 – March 2021 · Provided first-line technical support for Samsung device issues via phone and live chat, resolving 85% of tickets on first contact through effective troubleshooting. · Accurately documented support interactions and resolutions, contributing to the improvement of Internal knowledge base articles and team resources. · Maintained high customer satisfaction through clear communication and efficient issue resolution. Customer Support Representative (Travel Account) • WNS, Philippines October 2019 – November 2020 · Delivered high-quality customer service for travel-related bookings, including flights, hotels, and car rentals, consistently maintaining a 4.8/5.0 CSAT score. · Cross-trained from Expedia Account to Premium Account, demonstrating flexibility and strong learning ability in handling VIP customers. · Handled booking modifications such as rescheduling and cancellations, ensuring customer satisfaction and policy compliance. · Processed payment adjustments, refunds, and credits while resolving billing discrepancies efficiently. · Assisted customers with loyalty program inquiries, providing clear guidance on point redemption, account updates, and membership benefits. Customer Support Representative (AT&T Account) • Teleperformance, Philippines May 2019 – October 2019 · Handled inbound customer inquiries related to billing, service activation, and technical support, ensuring accurate and efficient assistance. · Handled inbound customer inquiries regarding billing, service activation, and technical issues. · Escalated complex cases to appropriate departments while maintaining ownership and providing timely follow-up until resolution. · Escalated complex cases and followed up to ensure timely resolution. Data Analyst (Health & Order Management) • Accenture, Philippines August 2015 – July 2017 · Analyzed customer data sets for health services and order- management processes, generating weekly performance reports. · Process and manage customer orders from entry to delivery using ERP/CRM systems. · Verify order details including pricing, product availability, and delivery terms · Handling the end-to-end order processing cycle, ensuring accuracy, timeliness, and excellent customer service. · Automated data- validation routines, reducing manual errors by 30%. Vault Custodian / Appraiser December 2010 – July 2015 · Monitored daily financial transactions, including renewals, redemptions, and newly pawned items. ·Conducted detailed appraisal of gadgets and jewelry to ensure accurate valuation and prevent the acceptance of counterfeit or substandard items. · Maintained strict inventory control of all pawned assets, ensuring security, accountability, and complete documentation. ·Prepared and submitted daily transaction reports and monthly financial summaries for management. ·Upheld high appraisal standards to support customer trust, protect company assets, and maintain operational integrity. Education Bachelor of Science in Office Administration Polytechnic University of the Philippines, Sta. Mesa, Manila | June 1999 – March 2003 Bachelor of Science in Hotel and Restaurant Management Polytechnic University of the Philippines, Sta. Mesa, Manila | June 1995 – March 1998