Operations and Executive Support Professional

KYLE JHUNELLE LUMAYAG

FinTech & Logistics and Supply Chain Specialists Data Operations Support

Documentation, SOPs & B2C Appointment Setter

+639**-***-**** *.**********@*****.*** linkedin.com/in/kylelumayag Cebu, Philippines PROFESSIONAL SUMMARY

Results-driven professional with nearly 7 years of experience in fintech, customer support, logistics data management, and business operations. Skilled in financial service, data validation, workflow optimization, appointment setting, and client relationship management. Recognized for delivering exceptional customer experiences, improving operational efficiency, and building strong client relationships in fast-paced environments.

CORE COMPETENCIES

• Customer Support Operations: Phone, Chat, Billing, Troubleshooting, Service coordination

• Quality And Service Improvement: Quality assurance audits, Root cause analysis, Process improvement, Training facilitation, Customer satisfaction tracking

• Tools & Platforms: Workday, Verint, ClickUp, Google Calendar, CRM/Ticketing System, Microsoft Office, AI-assisted workflows

EDUCATION

COLLEGE Bachelor of Science in Information Technology Graduated A.Y. 2018-2022 Cebu Institute of Technology – University WORK EXPERIENCE

Hardware & Software Developer

Lite Shipping Corporation, Cebu, Philippines Jan 2018 – Feb 2018

• Reformatted laptops and system units.

• Provided technical assistance to staff and admins.

• Prepared units for move-in; inspect, replace, and diligently troubleshoot issues to identify root causes and prevent recurrence.

• Designed and established user-friendly websites; programming languages used are C, JavaScript, and PHP.

Validation Specialist

Tech Mahindra, Cebu, Philippines Jul 2020 – Oct 2022

• Provided data validation process of the product being shipped.

• Performed dimension and dynamic reporting in logistics operations using MS excel.

• Filled in as Streamline Team Leader and appointed as point-of-contact for administrative tasks for the whole line of business.

• Provided process guidance, assistance, and training to newly hired agents.

• Produced and submit weekly reports outlining the progress of the agents being handled.

• Reported directly with the clients, quality, operations, and training departments to share information and progress levels.

• Inventory information such as; order released quantity, discrepancy handling, product description, and number of items into our system.

Full Stack Developer

Dive Camp Resort, Bohol, Philippines Jan 2022 – Jul 2022

• Designed and maintained both corporate and client websites.

• Developed websites using Python, PHP, JavaScript, and HTML programming languages.

• Implemented enhancements that improved web functionality and page responsiveness.

• Enhanced user experience and accomplished webpage objectives by creating MVC Structure. Appointment Setter

Premier Party Cruises, Leander, TX 78641 United States Jul 2023 – Sep 2023

• Managed daily operations of scheduling appointments for clients.

• Scheduled an appointment between chief operating officer and prospective clients for potential bookings via phone and email.

• Proactively followed up with clients to confirm appointments and address inquiries.

• Improved scheduling efficiency by implementing automated reminders. Finance Customer Service Specialist

Synchrony Global Services Philippines Inc., Cebu, Philippines Oct 2022 – Aug 2026

• Responsible for customer inquiries in a professional manner.

• Ensured that every customer’s questions such as opening an account, billing statements, disputes, escalations, retail stores, credit bureaus, and credit cards were answered and assisted properly.

• Submitted reports for potential fraud claims and processed payments for their bills.

• Participated in client meetings and action planning activities for the whole portfolio.

• Appointed as point-of-contact for quality and customer satisfaction.

• Provided technical support and troubleshoot issues with their online login credentials.

• Provided process guidance, assistance, and training to newly hired agents.

• Trained and upskilled in two different portfolios. CERTIFICATION

• National Certificate II in Computer System Servicing

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