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Actively looking·28 yrs old10 yrs exp
Queenielyn Guinto
Philippines28 years old·Actively looking for jobs
SeasonedSenior TalentProfessional
Expected rate
$10 – $20 / hr
Full-time
Phone Number
Available after invite
Email Address
nan•••••••••@•••••.com
Profile Created
Oct 13, 2026
Earliest Availability
Immediate
Current Location
Hilongos Leyte, Philippines
English Level
Professional
About Queenielyn
I’m a customer experience professional with almost 10 years in BPO and remote support across fintech, insurance, retail, and business accounts. I support clients through chat, email, and voice, handling everything from account questions to sensitive issues like disputes and suspected fraud. I know US and European customer markets, and I’m comfortable working fully remote with clear communication, strong ownership, and a calm approach to difficult conversations. I’ve grown from agent to Team Leader and Subject Matter Expert, so I can both deliver great support and help coach others to do the same.
Skills
Customer serviceChat/email/voice supportFraud investigationAnti-Financial Crime (AFC)Escalation & conflict resolutionTeam leadership & coachingQuality assurance & complianceProcess improvementTraining & documentationMultitasking under pressure
Experience
- - Vivid Money (Fintech, Remote), Fraud & Customer Care Specialist, Chat/Email, Nov 2024 to May 2026: Monitored suspicious transactions and led fraud investigations under Anti-Financial Crime or AFC operations, protecting personal and business accounts.
- Resolved fraud disputes and unauthorized transaction claims while keeping strict compliance and confidentiality.
- Escalated high-risk cases to prevent financial loss and maintained high customer satisfaction scores.
- - Accenture, Customer Service Representative (Inbound), Jan to Aug 2024: Handled billing, technical, and account concerns in a fast-paced, high-volume environment while meeting quality and performance targets.
- - Concentrix Work fromhome, CSR to Subject Matter Exper then Team Leader 2019 to Nov 2023: Supported a customer retention account, then was promoted to Team Leader and Subject Matter Expert.
- Coached and mentored agents, monitored quality, handled complex escalations, and consistently exceeded targets.
- - Concentrix, CSR (Cignal Health Insurance), Aug 2018 to 2019: Handled inbound calls on insurance benefits, coverage, and plan inclusions under strict HIPAA compliance.
- Moved from supporting hospital and provider representatives to speaking directly with policy holders in sensitive conversations.
- Earlier experience: Quest (chat support, contractual, 2018) and ResultsCX (inbound calls, 2016 to 2017).
- Tools and shift comfort: Chat, email, and voice support.
- Comfortable with 24/7 BPO schedules, including night, weekend, and US/EU time zones.
- Vivid Money (Fintech, Remote), Fraud & Customer Care Specialist, Chat/Email, Nov 2024 to May 2026: Monitored suspicious transactions and led fraud investigations under Anti-Financial Crime (AFC) operations, protecting personal and business accounts.
- Resolved fraud disputes and unauthorized transaction claims while keeping strict compliance and confidentiality.
- Escalated high-risk cases to prevent financial loss and maintained high customer satisfaction scores.
- Accenture, Customer Service Representative (Inbound), Jan to Aug 2024: Handled billing, technical, and account concerns in a fast-paced, high-volume environment while meeting quality and performance targets.
- Concentrix (Hybrid), CSR to Subject Matter Expert then Team Leader, 2019 to Nov 2023: Supported a customer retention account, then was promoted to Team Leader and Subject Matter Expert.
- Coached and mentored agents, monitored quality, handled complex escalations, and consistently exceeded targets.
- Concentrix, CSR (Cignal Health Insurance), Aug 2018 to 2019: Handled inbound calls on insurance benefits, coverage, and plan inclusions under strict HIPAA compliance.
- Moved from supporting hospital and provider representatives to speaking directly with policy holders in sensitive conversations.
- Earlier experience: Quest (chat support, contractual, 2018) and ResultsCX (inbound calls, 2016 to 2017).
- Tools and shift comfort: Chat, email, and voice support.
- Comfortable with 24/7 any schedules, including night, weekend, and US/EU time zones.
Hiring a Filipino Customer Service Rep?
Queenielyn is one of many. See typical rates, the tasks this role covers, what to screen for, and every available candidate on our guide to hiring a Filipino customer service rep.
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