Claudine Sevilla Email & Phone Number

• Assesses and identifies member needs to provide appropriate products, services and referrals that will benefit the member.• Follows service standards, policies, procedures and controls to ensure the branch meets compliance requirements and mitigates risk.• Cultivates relationships with members to provide a personal service at the same time to fulfill know-your-customer requirements.• Reviews member records to check if these are current and updates these accordingly at every opportunity to ensure accuracy of records and compliance to regulatory laws.• Fulfills member requests promptly and accurately whether those received in-branch, by telephone, or email.• Ensures end of day financial transactions are reconciled and balanced.• Does preliminary investigation for received member complaints and takes corrective action or referral to further checking as needed.

Victoria, British Columbia, Canada

• Provides excellent customer service from the time clients enter the clinic up to the time they leave.• Ensures continued client satisfaction pre- and post- visit by reminding them of their scheduled appointment details and checking on their pet’s status post visit.• Communicates with clients via telephone, email, and in-person in a friendly yet professional conduct.• Responds to client inquiries, requests, and appointment requests in a timely manner.• Reviews client records and updates accordingly at every opportunity such as client visit or telephone conversation to ensure accuracy of patient files• Assesses customer billing and verifies with the back team as needed to ensure accurate invoice is provided to the customer.• Accurately and promptly processes payment transactions.

• Serviced customer orders and enquiries received via phone call, Facebook, and SMS.• Supervised the financial operations which included oversight on billing, settlement of account payables, payroll, pricing, and cost-monitoring.• Streamlined processes to boost efficiency resulting in 1) improved customer wait times and experience, and 2) prevention of untallied resellers/franchisee orders.

• Worked with cross-functional teams and multiple vendors (IT, Data & Analytics, external merchants, etc) for the inclusion of a rewards program in the mobile app.• Worked on the desired customer experience in accessing the rewards component of the app • Worked on the desired user experience for the back-end rewards management tool

Level: Senior Manager Credit Cards Division• Amplified bottom-line earnings by leading a project tasked to further identify and implement several credit card pricing & revenue optimization initiatives. The project was estimated to bring in hundreds of million in revenues once completely implemented.• Spearheaded the Credit Cards eStatement project resulting in both operational efficiency and significant cost-savings for the bank.• Worked and closely coordinated with cross-functional teams and multiple vendors (IT, Data & Analytics, external merchants) to achieve project objectives.• Forecasted the financial benefits of handled projects using data from various reports to ensure profitability of the handled project.• Prepared and routed program/product paper for approval required at various stages of the project life cycle.• Reignited the stalled BPI Credit Cards’ recurring bills facility project and directed the team in developing the end-user requirements.• Determined the department’s annual budget and ensured it’s spending is within the approved amount.• Ensured the inventory of the department’s processes manuals are complete and up-to-date.• Identifies opportunities to improve existing processes to improve efficiency and reduce risk.• Established strategies for the division’s internal controls and [resided over the audit activities on the division conducted by the internal compliance team.• Ensured adherence to internal, local, and regulatory compliance laws and policies.• Strongly adhered to protection of confidential data and information including but not limited to customer data and bank plans.

Level: Manager Credit Cards Division• Implemented several pricing initiatives that resulted in a sharp increase of revenues • Handled projects on process improvement of card features.• Did several Cash Advance product awareness campaigns boosting transactions and volume.• Handled the transition to Contactless cards issuance ensuring minimal wastage and least negative customer impact.• Ensures smooth project implementation from back-end development up to post-implementation• Lead review of major partnership contracts• Handled the division’s audit exercise conducted by several internal auditors

Level: Manager Credit Cards Division• In charge for the overall management of handled Credit card products - BPI Blue Mastercard, BPI Edge and BPI Corporate Card.• Responsible for ensuring growth of the credit card base, usage and profitability of handled products. • Responsible for continuous product development to ensure the relevance of product features to target market and existing credit card base.• Responsible for handling projects related to launch of new features of all BPI credit cards. • Responsible for development of communication materials to ensure product awareness.• Responsible for managing handled team including but not limited to ensuring fair distribution of work, goals alignment and promoting career growth.• Responsible for handling and managing any projects related to the product.

Calgary, Canada Area

Level: ManagerConsumer Products - GCG Credit Product & PaymentsServed as the point person for the program handled, One Bill. One Bill is a feature of all Citi Credit Cards that enables the cardholder to automatically charge his utility accounts to his Citi Credit Card. Below are the key responsibilities I took on as the One Bill program manager.Marketing & Sales • Created programs to drive increase in volume, enrolments and revenue.• Responsible for continuous program awareness among cardholders.• Utilized and maximized available channels of enrolment to provide more enrolment options to cardholders. Customer Experience • Significantly reduced number of complaints and problem incidents related to the product handled resulting in enhanced customer experience.• Managed communications proactively to cardholders for any problem incidence that prevented high volume of calls and complaints received by the Contact Center.Relationship/Channel Management • Maintained and cultivated partner merchant relationships resulting in more business between partner and Citi.• Managed cross-functional teams ensuring seamless collaboration. Process and Change Management • Handled end to end testing of product during system migration to ensure smooth transition and lessen risk of problem incidence upon cut over to new system.• Ensured all processes are compliant with Bank’s policies and procedures.• Analyzed current process set-up and identified potential process enhancements that resulted in faster turnaround time of processing and ease of enrolment on the side of the client.• Spearheaded projects that involved backend and system processes

Level: Assistant ManagerConsumer Products - GCG Credit Product & PaymentsCompliance Checking • Conducted test controls of the department's functions (Self-Assesment),• Monitored the quality of transactions booked by external service providers and inhouse agents.• Validated received customer complaints on external service providers and monitored repetitive violators.• Conducted various in-business control checksto ensure workplace security and external service providers' compliance to agreed policy.

Level: Authorized SignerConsumer Products - GCG Credit Product & PaymentsCompliance Checking• Ensured the quality of the booked transactions by the Outsourced and Inhouse Agents by listening to the sales call. Checked the completeness and accuracy of information from agent to Cardholder and validated it versus the booked transaction in system. • Ensured to reach target error rate by sending reminders to sales team on frequent errors committed by agents to lessen occurrence.

Business Administration

Bachelor’S Degree, Business Administration

Activities and Societies: Officer - Community Achievers (Socio-civic Chinese Filipino association), Dean's Lister