Nathalie Torralba

Served as senior point of contact for major client accounts, ensuring consistent service delivery across 50+ lines of business. Led quarterly business reviews and supported upsell opportunities while overseeing client onboarding and offboarding transitions.

Managed day-to-day client relationships across multiple accounts by proactively communicating performance updates and resolving concerns before escalation. Monitored KPIs and SLA compliance in Google Sheets and Microsoft Excel and led coaching programs aligned to client expectations.

Acted as the primary liaison between clients and internal operations teams, aligning priorities and deliverables while resolving escalated issues promptly. Maintained CRM records and documentation to ensure accurate account status and improved service continuity.

Supported senior leadership with client communications, reporting, and service delivery coordination to ensure smooth account execution. Assisted in onboarding new clients and helped resolve operational issues to strengthen the client experience.

Served as an escalation point for complex client and customer concerns, resolving issues with professionalism and empathy. Maintained high team performance standards to support consistent client satisfaction across assigned accounts.

Delivered customer support for a US-based account by resolving inquiries while meeting quality and performance benchmarks. Provided timely, empathetic communication to support positive customer outcomes.

Managed complex customer complaints end to end using root-cause analysis and cross-department coordination to achieve resolution. Reduced repeat complaints by identifying systemic service gaps and recommending corrective actions.

Investigated credit card transaction patterns to detect fraud and protect client accounts. Helped reduce financial exposure by applying structured risk investigation and analysis.

Earned a Bachelor of Science in Nursing at the University of Cebu (Banilad Campus).