Lhea Rose Atencio, MBA

Experience

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  BA Continuum Phils. ( A non-bank subsidiary of Bank of America )

  Nov 2013 - Aug 2014

  Team Member

  -Manages online banking services for bank deposit accounts-Assist customer with their personal checking and savings account-Responsible for account maintenance request -Provide customer support on online banking transactions, payments, fees and general account inquires

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  Wells Fargo EGS LLC- Philippines

  Aug 2014 - May 2017

  Operations Processor 2

  Safe Deposit Services-Managing compliance with state and federal regulations for the drilling and escheatment of safe deposit contents and providing a consistent process for managing branches safe deposit events-Processing safe deposit box related documents from pre work to reclaim of contents from the customers-Further research of boxes with former owners/rentersIncident Management-focusing on team member & customer safety, assist in prompt and seamless recovery, and provide timely and accurate reporting in response to individual and regional events that impact business operations. -works with users to understand complex problems and focuses on bringing issues to resolution, escalating as necessary to meet timelines.-responsible for managing all incidents that impact the Community Bank’s ability to conduct business as usual; whether the incident is realized or potential.-Reporting incidents to the following team involving outages, Natural Disasters and Security related issue: Branch Managers, Regional Services, Corporate Security, Technology ConnectionRecords Management-providing the requirements for properly managing Wells Fargo records and information throughout their lifecycles, including their secure destruction at the designated time.-helping the branches to order supplies and for the records pick up with the third party vendor-further research on records with wrong information and ensuring that those boxes will be labeled correctly for their AU. Show less

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  Willis Towers Watson

  Jun 2017 - Sept 2019

  Quality Review Analyst

  -Perform invoice review in accordance with Global Policy.-Ensure that the invoice audit database is updated timely and accurately.-Manage and resolve audit exceptions.-Receive and perform allocation adjustment requests.-Provide proactive support to Vendor/Employee Service Team and/or Willis Towers Watson's associates to address Employee issues.-Handle most routine issues/requests/queries, and escalate to management issues that cannot be resolved.-Support Internal and External audit engagements.-Operate process within a robust control framework in accordance with SOX and Internal Business Controls. Show less

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  Accenture

  Sept 2019 - Sept 2024

  Responsible for supervising the delivery of all operational activities and assist the Team Lead in meeting the targets. Responsibilities/Authorities Operations Management -Assist in ensuring that the team is meeting SLA/KPI target -Meeting the individual SLA/KPI target -Monitor SNOW incident tickets following the TAT required per severity in terms of closure and RCA. -Timely and properly raising of any incidents or issues according to severity -Engagement of people is maintained; attrition rate is within the target set by the center. -Assist in Operational maturity so that the team is stable/capable and Intelligent Operation is met based on target. -Assist in ensuring compliance to controls are adhere by the team by participating to R&C Governance, Audits, Trainings, Reminders, etc; People Management -Coaching is done monthly by Team Leads and to direct reports -Career path/career guidance is provided and clear to the team members. -Assist the team members in skills development through various certifications, classroom and online trainings -Assists in the creation of Performance Improvement Plans (PIPs) for Team Members not meeting expected production or quality targets, monitors program for a defined period Client Management -Assist in addressing and managing client escalations -Assist in ensuring client is happy and have a positive feedback -Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to. Financial Management -Assist in budget management of operations (Forecast, Actual, Variance analysis, including billing and invoicing to client) -Assist in maintaining overtime based on annual target -Assist in finding opportunities for cost reduction Value Management/Innovation -Assist team/deal in deployment of automation initiatives Show less -Perform invoice review in accordance with Global Policy.-Ensure that the invoice audit database is updated timely and accurately.-Manage and resolve audit exceptions.-Receive and perform allocation adjustment requests.-Provide proactive support to Vendor/Employee Service Team and/or Vendor associates to address Employee issues.-Handle most routine issues/requests/queries, and escalate to management issues that cannot be resolved.-Support Internal and External audit engagements.-Operate process within a robust control framework in accordance with SOX and Internal Business Controls. Show less

  • OTC Team Lead

    Dec 2021 - Sept 2024

  • Accounts Payable Supervisor

    Jun 2021 - Nov 2021

  • Senior Accounts Payable Analyst

    Sept 2019 - May 2021
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  National University (PH)

  Jan 2023 - now

  Professor
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  Xometry

  Sept 2024 - now

  Finance and Accounting team