Retirement Services Customer Support Specialist

Maria Marta Daguno

Ripon, CA 480-***-**** ***.******@*****.*** linkedin.com/in/mariamartadaguno523

Professional Summary

Customer Support Professional with 6+ years of experience in retirement services, financial operations, and client support. Skilled in high-volume transaction processing, account validation, and case escalation with 95%+ accuracy. Experienced in remote collaboration, compliance documentation, and improving workflow efficiency. Committed to delivering seamless client experiences and resolving escalated issues promptly.

Core Skills

● Retirement Services (401k, 403b, 457, pension, annuity)

● Transaction Management & Reconciliation

● Client Support & Escalation Handling

● SLA Compliance & Regulatory Documentation

● CRM & Case Management Platforms

● Remote Collaboration (Teams, Zoom, Slack)

● English–Tagalog Bilingual Support

Professional Experience

Empower / Swipejobs, LLC – Retirement Services Representative

Remote Sep 2023 – Feb 2024

● Managed 50+ retirement account inquiries daily, ensuring accurate CRM documentation for compliance.

● Validated financial transactions with 98% accuracy; coordinated with technical teams to resolve discrepancies and improve account accuracy.

● Contributed to process updates that reduced errors by 10% and enhanced client satisfaction.

Vanguard / Randstad – Client Relations Associate

Remote Aug 2022 – Apr 2023

● Handled 40+ participant cases daily, ensuring SLA compliance and 95%+ on-time resolution rates.

● Escalated complex account issues and improved process documentation, reducing errors by 12%.

● Collaborated with cross-functional teams to streamline client support workflows.

Voya Financial – Customer Service Representative

Remote Jul 2020 – Mar 2022

● Supported retirement plan participants with account updates, transactions, and claims.

● Identified recurring transaction errors and implemented solutions, reducing operational errors.

● Contributed to case-handling guides that shortened new-hire training by 20%.

Additional Experience (Summary)

● Volunteer staff at Cheney Home Care (2025): care assistance for residents with disabilities;

administrative support in documentation, correspondence and bookkeeping

● Insurance Specialist – RemX (2019–2020): Conducted benefit investigations and validated coverage.

● Claims Examiner – AMTEC (2019): Processed 100+ medical claims weekly with 99% accuracy.

● Case Analyst II – Cognosante (2017–2019): Resolved healthcare disputes with regulatory

compliance.

● Interpreter - Independent Contractor for Cyracom (2017): Provided English–Tagalog interpretation

for client communications.

Education

University of the Philippines – BA Political Science

Additional Notes

● Selected for remote role with BNY Mellon in Dec 2024; start delayed due to company hiring freeze.

● Took family leave overseas Feb–Dec 2024.

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