Experience

• 

  Sykes

  Jun 2012 - Sept 2014

  Senior quality assurance analyst

  • Ensures accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements• Handles teams with a total of 40 FTEs; provides weekly coaching sessions• Sends Data Analysis to the operations to identify business opportunities; provides action plans and resolutions. Reports include:- Pareto Analysis- Fishbone Analysis- Regression Analysis- Forecasting- Progress Documentation- Action Plans• Provides Agent feedback to Team and Account Managers by monitoring calls• Maintains professional and technical knowledge by attending educational workshops- Sykes Quality Monitoring Training Certified- Sykes Continuous Improvement Training Certified- Intermediate Excel Certified- Coaching 101- Business Presentation- Data Tools and Analytics Show less

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  Teletech philippines

  Oct 2014 - May 2015

  Billing consultant

  • Oversees Billing and Payments• Promotes Products and Services & Troubleshoots Technical Difficulties- Net Promoter Scores received were ranging from 60-70% versus the target score of 40% with a compliance score of 90-95% versus the target score of 70%- Awarded as Top Billing Officer

• 

  Jpmorgan chase & co.

  Jul 2015 - Feb 2023

  I lead a dedicated team of Full-Time Employees (FTEs) responsible for underwriting mortgage applications for Ultra High Net Worth (UHNW) clients across the U.S., as well as select international markets. My role focuses on ensuring operational excellence, managing complex client portfolios, and delivering top-tier financial solutions.As a primary escalation contact, I provide strategic direction and expert guidance on resolving high-impact issues and challenges, ensuring client satisfaction and regulatory compliance.Key responsibilities include:Process Optimization & Business Transformation: Spearhead process re-engineering and business process improvements to enhance efficiency and drive organizational success.People Leadership & Development: Coach, mentor, and develop high-performing teams across our India and Manila operations, fostering a culture of continuous learning and growth.Cross-Functional Leadership: Actively contribute to non-BAU (Business as Usual) company-wide initiatives, aligning with broader business strategies and goals.Project Management: Lead and manage strategic projects from inception through completion, ensuring alignment with business objectives.Performance Management: Oversee performance evaluation processes, set clear KPIs, and drive accountability for exceptional outcomes.Operations Oversight: Manage critical operational areas including payroll, and timesheets, and ensure accurate, timely reporting.Data-Driven Decision Making: Analyze performance metrics and reports to inform key business decisions and continuous process improvements. Show less I lead a team of highly skilled, specialized underwriters responsible for overseeing the review, flow, and clearance of Appraisal and Non-Reg B loan tasks, ensuring all activities are properly signed off to optimize the wealth management underwriting pipeline.Key responsibilities include:Pipeline Management: Oversee and manage the end-to-end underwriting task pipeline, ensuring smooth workflow and timely completion of tasks, requests, and escalations.Operational Excellence: Ensure that underwriting processes are executed with precision, maintaining compliance with regulatory requirements and delivering seamless support to wealth management operations.Task Prioritization & Accountability: Strategically prioritize tasks to balance workload and maintain efficiency, while addressing escalations promptly and providing clear resolutions. Show less I manage the review and underwriting of mortgage applications for high and ultra-high-net-worth clients, with an average combined loan volume of $25 to $30 million monthly. My role focuses on delivering precise financial analysis and ensuring alignment with program specifications while working through complex client profiles and underwriting conditions.Key Responsibilities:Mortgage Underwriting for UHNW Clients: Analyze complex financial profiles, ensuring compliance with credit underwriting guidelines. Complex Financial Analysis: Proficient in reviewing intricate financial details, including income and debt ratios, verification of liquid and non-liquid assets, and credit evaluations for high-value mortgage portfolios.Pipeline Management: Skilled in managing and optimizing underwriting pipelines, ensuring efficient workflow and timely task completion.Escalation and Advisory: Act as the primary point of contact for Chicago Mortgage Advisory, handling urgent escalations and providing expert guidance.New Hire Training & Development: Lead the 30-60-90 day production training for new hires within Asset & Wealth Management Mortgage Underwriting Operations, ensuring onboarding success.New Hire Delivery Program: Oversee the Philippines' new hire program, managing onboarding, training, technology access, and overall employee experience. Recognition & Engagement Programs: Spearheaded the Asset & Wealth Management Philippines Recognition Program, focusing on enhancing employee engagement through innovation.People Pillar & Engagement Leadership: Lead initiatives including R&R, town halls, focus groups, social events, year-end programs, and philanthropy. Manage the planning, delegation, and budgeting of employee engagement efforts.Newsletter Creator: Developed and launched the Asset & Wealth Management Philippines Newsletter to enhance communication and team collaboration. Show less Pioneered the Migration of Corporate Quick Pay (CQP): Successfully led the transition of the CQP business from Columbus, Ohio to Manila, Philippines, driving operational excellence in the process.Implemented 38 Strategic Process Improvements: Spearheaded initiatives focused on policy implementations and modifications that enhanced operational workflows. This resulted in maintaining a remarkable quality score of 99+% monthly, achieving a 5-10% increase in efficiency through reduced engagement, and attracting clients and businesses to utilize CQP as their primary transfer and deposit service.Key Products Managed:Automated Clearing House (ACH)Wire TransfersAccount MaintenanceCorporate Quick PayChase Commercial OnlineJPMorgan AccessTraining and Development:Corporate Quick Pay Process Trainer: Successfully trained 87% of Banking Operations professionals, including Senior Team Members and Team Leads, on Corporate Quick Pay, leading to an equivalent of 8 FTE savings and significantly improving service level agreements to achieve a 90% target on a daily basis.Developed Comprehensive Training Playbook: Created a detailed playbook for new hires and cross-trainees to ensure seamless onboarding and consistent knowledge transfer.Subject Matter Expert: Served as the go-to resource for payment-related concerns, peer inquiries, and escalations, fostering a culture of expertise and support.Professional Development:Completed training in Project Leadership and Management.Process Training Facilitation certified.Extensive training in foundational financial markets and treasury services (theoretical).Recognized for Innovation: Honored with the Technology and Innovation Award for contributions to enhancing operational efficiency and client satisfaction. Show less Swift and Accurate Transaction Execution: Responds promptly and precisely to client requests and inquiries, ensuring a seamless experience.Personalized Client Service: Tailors services to meet and exceed clients' expectations for both timeliness and quality, enhancing overall satisfaction.Comprehensive Mortgage Retail Servicing Expertise: Delivers detailed information regarding mortgage servicing, including escrow accounts, payment processes, modifications, and more.Client Assistance in Mortgage Retail Servicing: Provides dedicated support to clients navigating mortgage servicing inquiries, ensuring clarity and understanding.Expertise in Escrow and Loan Modifications: Leverages in-depth knowledge to assist clients with escrow accounts and loan modification processes.Payment Processing Specialist: Efficiently processes payments and reversals, ensuring accuracy and adherence to protocols.Mortgage Lien Release Training: Well-versed in mortgage lien release procedures, contributing to smooth transitions for clients.Subject Matter Expert & Team Liaison: Serves as the primary point of contact for the team, offering expert guidance and support on all related matters. Show less

  • Associate Manager - People

    Feb 2021 - Feb 2023

  • Interim Associate Manager, Mortgage Underwriting Specialized Group, Asset and Wealth Management

    Jul 2020 - Feb 2021

  • Team Leader, Mortgage Operations Underwriting, Asset and Wealth Management

    Jun 2018 - Feb 2021

  • Senior Team Member, Corporate Quick Pay, Corporate Investment Banking

    Mar 2017 - Jun 2018

  • Team Member - Home Lending - Consumer and Community Banking

    Jul 2015 - Mar 2017
• 

  Decision point research

  Jul 2023 - Jan 2024

  Market research manager

  Research Strategy & Planning:Develop and implement comprehensive market research strategies aligned with the company’s business goals.Identify research needs and objectives to support product launches, market expansion, and customer segmentation.Data Collection & Analysis:Conduct qualitative and quantitative research, including surveys, focus groups, interviews, and secondary data analysis.Oversee competitive analysis and benchmarking studies to understand market trends and competitor activities.Use advanced data analytics tools to process and interpret data, identifying actionable insights.Stakeholder Collaboration:Work closely with product development, marketing, and sales teams to ensure research aligns with business needs.Present findings and actionable recommendations to senior leadership, marketing, and product teams.Guide cross-functional teams in translating research insights into market strategies.Vendor & Team Management:Manage relationships with external research vendors, including negotiating contracts, ensuring project quality, and maintaining timelines.Lead, mentor, and develop a team of researchers and analysts, fostering a culture of continuous learning and data-driven decision-making.Reporting & Insights:Deliver comprehensive reports, visualizations, and presentations that summarize research findings.Provide ongoing monitoring of industry trends, market shifts, and emerging customer needs.Ensure research processes comply with relevant legal, ethical, and data protection standards. Show less

• 

  Nexa mortgage

  Apr 2024 - Nov 2024

  Mortgage professional - loan officer associate
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  Digiverse

  Nov 2024 - Nov 2024

  Marketing research consultant