Experience

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  Hsbc

  Aug 2006 - Jan 2008

  Financial adviser

  Conducting sales and customer service calls to sell a variety of financial service products, including insurance, credit card and loan products.

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  Ge money bank

  Jan 2008 - Oct 2009

  Financial adviser

  Resolves credit inquiries on new accounts and authorize sales on existing accounts.

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  Jpmorganchase

  Nov 2009 - Nov 2010

  Financial adviser

  Responsible for handling inbound calls and respond to questions regarding billing, payment options, status, complaints and other customer inquiries. Resolving complex problems with the highest level of customer satisfaction and offering services and products that enable our customers to reach their financial goals. Supporting co-brand credit card customers, such as BP, Amazon.com and Toys R Us / Babies R Us.

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  Ibm

  Jan 2011 - Jul 2012

  Lead voice & accent trainer

  • Creates new modules on Communication skills and Product Support • Conduct refresher trainings focused on soft skills• Facilitate coaching and feedback sessions• Providing Operational floor management by monitoring service levels, calibration, making appropriate decisions and regular monitoring of quality and training design/processes• Manage all aspects of Quality excellence with emphasis on continuing to improve operating results and strengthening underlying processes• Preparing quality improvement plans, conducting TNA, coordinates with the Product/Process Training team• Trains and manages outcomes for all Team members• Regularly coach and observe trainers on the job (Classroom and Nesting)• Monitor and evaluate Wave on Wave Performance (Yield, Quality, Effectiveness)• Analyzes Program Training needs/gaps in partnership and recommends solutions/action plans• Drives compliance and completion of all training activities Show less

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  Smits, inc. - it company of san miguel corporation

  Jan 2012 - Jan 2013

  Senior process and quality management

  > Execute the uniformity and consistency in the implementation of the Organizational Quality Assurance.> Identify the strengths and weaknesses of the organization’s processes using the standard CMMI Appraisal Method for Process Improvement. Assess process improvement to ensure alignment with standard processes.

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  Pru life uk

  Mar 2014 - Feb 2025

  It audit assurance & change management

  > Leads in conducting quality assurance activities to ensure compliance to local and regional IT standards such as Application Development, IT Security, Change Management, Data Patching and Infrastructure.> Leads in establishing controls and ensure compliance to Project Management and SDLC methodologies. > Leads in conducting Change Management reviews to ensure all requirements are met, including test results, deployment and roll-back procedures. > Responsible in conducting readiness to upcoming internal (regional) audits, external (KPMG, SGV/EY) audits and gap assessment activities.> Ensure 100% compliance during KPMG, SGV / EY audit and Group Wide Internal Audit.> Leads the discussion and validation of internal and external audit findings to ensure rational findings, validate risks and assess recommendation. > Leads in conducting IT audit activities to determine gaps and ensure action items with identified risks are mitigated.> Review current IT policies and procedures and recommend improvements.> Conduct process walkthrough and cascade with documented sign off to prove that the policies and procedures are agreed and understood.> Change Management: Review change requests and ensure completion SDLC requirements before implementation to production.> SDLC Quality Assurance: Ensure that required Pre-UAT, Pre-implementation, and Post-Implementation requirements are provided, signed-off and submitted based on existing cut-off schedule. Show less

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  Bdo unibank

  Mar 2025 - now

  Manager - it application operations