Shynafel Halil Saura
SUMMARY
Customer Support and Back-Office Operations Specialist with 8+ years of experience supporting
U.S.-based accounts. Skilled in handling escalations, third-party negotiation and coordination, document
and contract review, back-office support, data entry, and customer support via phone and email. Known
for accuracy, reliability, and strong problem-solving skills. I streamline workflows, create SOPs, and train
new team members to ensure efficient and organized operations.
Technical Skills
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Customer Support (Email & Calls)
Administrative Support, Research & Data Entry, Document Management
Social Media Scheduling, Content Creation (Canva & CapCut)
Google Workspace (Documents, Sheets, Drive, Calendar, Meet, Forms)
Microsoft Office (Word, Excel, Outlook, Teams)
EDUCATION-
Saint Vincent’s College Dipolog City | Graduate
Business Administration-Financial Management
EXPERIENCE
Apr 2023 - Feb 2025
Subject Matter Expert (remote)
Telework PH Careers | Sunshine Loans |Bulacan, Philippines
● Handled customer service emails via Freshdesk and supported daily operations in the absence of
a dedicated admin team.
● Led debt settlement negotiations, finalizing and signing 300+ proposals with third-party
agencies, securing discounted payoffs and consistent client payments.
● Created internal processes for bankruptcy handling, contract corrections, and payment posting,
using Google Sheets, Documents, and Drive.
● Promoted to lead the Correspondence Team, training members from scratch and improving
support accuracy by 30%+.
● Delivered live assistance via Google Meet, coordinated via Slack, and used RingCentral for
customer and third-party calls.
● Developed Standard Operating Procedures and training materials, contributing to smoother
onboarding and scalable back-office operations.
Aug 2021-Aug 2022
Customer Service Representative (remote)
Synchrony Global Services | Synchrony Bank | Cebu, Philippines
● Assisted U.S. customers with credit card applications, billing inquiries, and account
troubleshooting under the Sam’s Club credit card program.
● Handled 100+ daily calls involving fraud disputes, chargebacks, and account security, maintaining
a 95%+ compliance rating.
● Guided users through online account setup, mobile access, and technical issues, contributing to
improved first-call resolution.
● Used Microsoft Teams, Outlook, and Zoom for daily internal communication and coordination.
Jul 2017 – Apr 2021
Customer Service Representative (onsite)
Teleperformance | JP Morgan Chase & Co. | Cebu, Philippines
● Provided support for both retail banking and credit card services, switching across functions up
to 3 times per shift to manage high call volumes.
● Handled account inquiries, fraud disputes, credit applications, and billing issues while ensuring
strict compliance with data security standards.
● Trained as a member of the site’s first cross-functional team, enhancing operational flexibility
and reducing hold times during peak hours.
● Assisted in online banking setup and guided customers through mobile app use, balance
transfers, and credit management.
Apr 2015 - June 2017
Customer Service Representative (onsite)
Sykes Asia | Ally Bank | Cebu, Philippines
● Supported auto loan and lease customers with payments, account status, and contract inquiries,
ensuring compliance with financial policies.
● Assisted with online account access, loan application coordination with dealerships, and
lease-end reviews including damage photo assessments.
● Resolved billing concerns, payment extensions, and disputes, maintaining detailed
documentation for each account interaction in CRM tools.
Cross-trained in online and lease servicing, demonstrating flexibility and accuracy in handling
varied account types.
Training/ Courses
Nov 2024- Jan 2025
Dec 2024- Feb 2025
Feb 2025-Mar 2025
General VA Course | Your Best Virtual Assistant
Freelance Course | VirtualAssist Online
Social Media Management Mastery | Your Best Virtual Assistant
