Open to opportunities

Yvonne Salcedo

@yvonnesalcedo

Message

Experienced customer support and incident management professional driving quality member experience.

Philippines

Message

What I'm looking for

I seek a role where I can lead incident response or customer experience efforts, mentor teams, improve processes, and deliver measurable service quality.

I am an incident management and customer experience professional with hands-on experience in fintech and technical support environments. I have led communications during business interruptions, managed incident documentation, and collaborated with senior leaders on risk mitigation to preserve member experience.

I have stepped into supervisory and team-lead responsibilities, facilitated onboarding and training, and led independent projects that improved team outcomes and performance metrics. My background includes advanced troubleshooting, escalations handling, and delivering client-facing insights to improve tools and processes.

I am proficient with Google Workspace, skilled in crafting customer-facing communications, and experienced at analyzing data for investigative purposes. I bring a service-oriented mindset and a consistent record of supporting quality outcomes in fast-paced support centers.

Experience

Work history, roles, and key accomplishments

Incident Management Analyst

TaskUs

Oct 2022 - Dec 2025 (3 years 2 months)

Drafted and deployed member-facing communications during business interruptions, managed incident documentation and post-mortems, and advised senior leaders on risk mitigation to preserve client support and quality experience.

Incident Management Crisis Communications Documentation Risk Mitigation Onboarding Training Development Team Leadership

Supervisor

TaskUs

Apr 2022 - Oct 2022 (6 months)

Supervised resolution of banking-related inquiries, coached agents to meet performance metrics, and provided client-facing insights on tools and processes to improve service quality.

Team Supervision Coaching Quality Assurance Performance Management Process Improvement

Core Experience Specialist

TaskUs

Jan 2022 - Apr 2022 (3 months)

Provided first-tier phone support for fintech account inquiries and supplied client-facing insights on agent experience with internal tools and processes.

Phone Support Customer Service Troubleshooting Google Workspace

Technical Support Representative

Transcom Asia

Apr 2021 - Aug 2021 (4 months)

Provided technical support for an international electronics company, delivering cost-efficient, customized service packages and resolving customer technical issues.

Technical Support Troubleshooting Customer Service Product Support Custom Service Packaging Communication

Advanced Technical Representative

Results CX

Apr 2018 - Mar 2021 (2 years 11 months)

Handled escalated calls for a mobile carrier, recommended suitable phone plans, and performed advanced troubleshooting for phone, landline and television services.

Escalations Troubleshooting Plan Recommendation Customer Retention Communication

Customer Service Representative

Teleperformance

Nov 2016 - May 2017 (6 months)

Provided personalized hotel services and arrangements for a global hotel campaign, maximizing member benefits while ensuring cost-effective solutions.

Customer Service Upselling Communication