Available to hire
I’m Katrina Frances Lago, an experienced Financial Advisor and Customer Service Professional with extensive background in financial services, quality assurance, technical support, and client relationship management. I excel at translating complex financial concepts into clear, actionable plans and delivering high-quality service in fast-paced environments.
I’m skilled in financial planning, insurance and investment guidance, and professional development—building trust with clients, maintaining regulatory compliance, and helping teams raise service levels through coaching and process improvements.
Skills
Language
English
Fluent
Tagalog
Fluent
Work Experience
Senior Financial Advisor at Sun Life Financial
June 1, 2015 - PresentDevelop and maintain long-term client relationships through personalized financial planning and insurance solutions. Provide guidance on life insurance, VUL, investments, retirement, and wealth protection strategies. Conduct financial needs analysis and recommend suitable products aligned with clients’ financial goals. Recognized through multiple performance awards, including Macaulay Club Award recognition. Maintains compliance with industry regulations and actively participates in ongoing financial advisory trainings and professional development programs.
Quality Assurance Specialist at Convergys Philippines
August 1, 2009 - September 1, 2016Monitored and evaluated customer service calls to ensure compliance with quality standards, communication guidelines, and operational metrics. Provided coaching feedback and performance improvement recommendations to customer service representatives. Prepared quality evaluation reports and collaborated with team leaders to improve customer satisfaction and service consistency. Recognized multiple times as a quarterly awardee for outstanding performance and quality contributions.
Technical Customer Care Representative at Convergys Philippines
July 1, 2005 - July 1, 2009Delivered technical support and customer service assistance for product, connectivity, and account-related concerns. Diagnosed and resolved customer issues while maintaining service quality and productivity standards. Assisted customers through phone-based troubleshooting and issue resolution in a high-volume support environment.
Customer Service Representative at NCO- RMH Tele Services Asia Pacific
November 1, 2003 - January 1, 2005Handled customer inquiries related to billing, accounts, and service concerns through inbound and outbound support. Resolved customer issues efficiently while maintaining professionalism and customer satisfaction standards.
Financial Advisor at Sun Life Financial
June 1, 2015 - PresentDevelop and maintain long-term client relationships through personalized financial planning and insurance solutions. Provide guidance on life insurance, VUL, investments, retirement, and wealth protection strategies. Conduct financial needs analysis and recommend suitable products aligned with clients' financial goals. Achieved recognition through multiple performance awards including Macaulay Club Award recognition. Maintained compliance with industry regulations and continuously participated in financial advisory trainings and professional development programs.
Quality Assurance Specialist at Convergys
August 1, 2009 - September 1, 2016Monitored and evaluated customer service calls to ensure compliance with quality standards, communication guidelines, and operational metrics. Provided coaching feedback and performance improvement recommendations to customer service representatives. Prepared quality evaluation reports and collaborated with team leads to improve customer satisfaction and service consistency. Recognized multiple times as a quarterly awardee for outstanding performance and quality contribution.
Technical Customer Care Representative at Convergys
July 1, 2005 - July 1, 2009Delivered technical support and customer service assistance for product, connectivity, and account-related concerns. Diagnosed and resolved customer issues while maintaining service quality and productivity standards. Assisted customers through phone-based troubleshooting and issue resolution in a high-volume support environment.
Customer Service Representative at NCO-RMH Teleservices Asia Pacific
November 1, 2003 - January 1, 2005Handled customer inquiries related to billing, accounts, and service concerns through inbound and outbound support. Resolved customer issues efficiently while maintaining professionalism and customer satisfaction standards.
Education
Bachelor of Science in Entrepreneurship at Miriam College
January 1, 1998 - December 31, 2003On the Job Training at Centre for Culinary Arts
January 1, 2001 - December 31, 2003Bachelor of Science in Business Administration at St. Paul's College, Quezon City
June 1, 1998 - December 31, 1998Bachelor of Science in Entrepreneurship at Miriam College
January 1, 1998 - January 1, 2003On the Job Training at Center for Culinary Arts
January 1, 2001 - January 1, 2003Bachelor of Science in Business Administration at St. Paul's College, Quezon City
June 1, 1998 - December 1, 1998Qualifications
Licensed Traditional and VUL Financial Advisor
January 11, 2030 - June 24, 2026Licensed UITF Advisor
January 11, 2030 - June 24, 2026Licensed Traditional and VUL Financial Advisor
January 11, 2030 - June 24, 2026Licensed UITF Advisor
January 11, 2030 - June 24, 2026Completed multiple insurance and financial planning trainings
January 11, 2030 - June 24, 2026Industry Experience
Financial Services, Professional Services, Education, Other
Skills
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