Leliana Hessel Valdez
@lelianahesselvaldez
Back Office Operations Specialist at Cognizant, supporting retirement account maintenance, plan administration, and participant inquiries.
PhilippinesWhat I'm looking for
At Cognizant Technology Solutions, I assisted participants with retirement account maintenance and plan administration. I processed withdrawals, loans, distributions, rollovers, and account updates while ensuring accuracy and compliance.
I provided guidance on 401(k), 403(b), 457, ESOP, and other retirement plans, and resolved complex participant inquiries. I also maintained confidential records and collaborated with internal departments on timely issue resolution.
At ANZ Australia & New Zealand Banking Group, I assisted customers with banking products and account inquiries, resolving concerns while maintaining confidentiality and regulatory compliance.
Across customer service roles at AFNI Philippines, TeleTech, VXI Global Holdings, and Teleperformance Philippines, I handled billing and account concerns, service requests, and customer retention. I received Customer Satisfaction (CSAT) and Quality Excellence Awards.
Experience
Work history, roles, and key accomplishments
Senior Process Executive II / Retirement Specialist
Jan 2023 - Sep 2026 (3 years 8 months)
Assisted participants with retirement account maintenance and plan administration, processed withdrawals, loans, distributions, rollovers, and account updates while ensuring accuracy and compliance. Provided guidance on various retirement plans and resolved complex participant inquiries.
Assisted customers with banking products and account inquiries, resolved account-related concerns professionally, and maintained customer confidentiality and compliance with banking regulations.
Customer Service Representative | Verizon Wireless
AFNI Philippines
Jan 2021 - Dec 2022 (1 year 11 months)
Assisted customers with billing, account updates, and technical concerns, promoted products and services, and resolved complex customer issues while maintaining quality standards.
Customer Service Representative | Verizon Wireless
TeleTech
Jan 2020 - Dec 2021 (1 year 11 months)
Managed customer inquiries and account concerns, processed account updates and service requests, and provided timely issue resolution while ensuring customer satisfaction.
Customer Service Representative | AT&T Mobility
Jan 2018 - Dec 2020 (2 years 11 months)
Assisted customers with wireless account management, resolved billing concerns and account-related issues, and maintained high customer satisfaction through effective communication.
Customer Service Representative | Boost Mobile – Customer Retention
Jan 2017 - Dec 2018 (1 year 11 months)
Processed customer retention requests, assisted customers considering service cancellation, and recommended suitable products and services to improve customer retention.
Education
Degrees, certifications, and relevant coursework
Lyceum of the Philippines University
Bachelor of Science, Mass Communication
2008 - 2009
Pursued a Bachelor of Science in Mass Communication.
Technological Institute of the Philippines
Bachelor of Science, Architecture
2007 - 2008
Pursued a Bachelor of Science in Architecture.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
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