Jon-Michael Bagtas Email & Phone Number

Adelaide, Sa, Au

Australia

▪ Reviewed tickets to identify over $100k in billable work ▪ Improved workflow to eliminate processing backlog in third party bulletins on planned branch outages▪ Took ownership of ATM/POS monitoring issues and coordinated investigation by multiple teams for resolution▪ Training new staff and reviewing process documentation▪ Tested Knowledge Management and Change Management workflows

Adelaide, Australia

▪ Managed own equity investment portfolio that gained in value by 34% in 2018 versus a decline of 9% in the benchmark index

▪ Supported three different teams in the Client Care Centre – traditional insurance, wealth, and technical support for financial advisors▪ Headed a task force to unify a rewards and recognition scheme for all of the CCC and implemented the program in July 2017▪ BUPLAS Project Manager – negotiated contractual success measures with a consultant and oversaw implementation of language and communication coaching and training for call centre staff in the Group Benefits team▪ Led the group to a smooth annual performance review, providing guidance to three team leads who had not gone through the process previously▪ Managed movement of five lines of businesses to a new production floor

▪ Fund Accounting operations manager, responsible for timeliness and accuracy of NAV's▪ Performed daily pricing and monthly investment manager reconciliations on corporate and state government pension plans, researching asset breaks involving equities, fixed-income securities, futures and swaps; also reviewed such reconciliations by staff▪ Collaborated with Operations Control Management in ensuring compliance to risk controls by undertaking process audits▪ Controlled labor costs through absorption of incremental accounts without additional staff▪ Maintained metrics reports and ensured data integrity to inform decisions by Vice Presidents▪ Developed and marketed the skills of senior team members, resulting to an off-cycle promotion to Team Lead for two straight years▪ Devised and executed a stock market simulation game dubbed "Fantasy Funds" to build team knowledge in a creative and engaging manner

▪ In charge of Service Management of an IT help desk for a consumer goods manufacturer, supervising Level 1 and Level 2 incident management teams, Japanese and Arabic Level 1 teams, account security administration, and a team of transition managers for end-user rollout projects ▪ Created balanced score cards for senior individual contributors in global roles to measure performance and productivity▪ Through proactive communications and responsiveness, secured an overall rating of 5 out of 5 for the local operations team for six quarters in the Account Satisfaction Survey, which measures satisfaction levels of the Account Delivery Manager (Global Client Services Manager)▪ Organized leadership training for new officers, running two classes that included delivery operations standards and Excel analytical tools▪ Collaborated with a direct report to conduct a thorough accounting of company phone lines, working through obstacles to secure usage and ownership data, paving the way for the disconnection of 90 lines and generating savings of $5,000 per month▪ Worked with a consulting firm and HR to gather market data on compensation for foreign-language speakers to build a business case for increasing base pay for qualified employees; HR subsequently leveraged the study and raised base pay for Japanese and Arabic speakers across Infrastructure Technology Outsourcing

▪ In charge of strategic operations management for a customer in the US financial services industry, bridging support group resources such as Information Technology, Human Resources, Facilities, Finance, Training and Quality to meet operational requirements▪ Represented Operations in project management to migrate client’s Costa Rica operations to Cebu, demonstrating teamwork across geographic locations;▪ Championed longer-term customer retention, imposing internal business goals; demonstrated flexibility when direction was changed from soft-sell to assumptive technique, managing changes to employee performance goals on short notice▪ Served as single point of contact for entire Philippine operations, held in high regard by client, earning a 100% satisfaction rating in semi-annual Voice of the Customer (VOC) Survey in 2nd half 2008▪ Managing to budget, revenue and margin targets, working to minimize the impact of the 2008 global financial crisis by prudently controlling costs and reallocating resources elsewhere in the organization, while partnering with client to reduce their spend by voluntarily increasing employee time off▪ Acted as change catalyst in improving internal escalation queue efficiency, conceptualizing a pop quiz to diagnose a training issue, then working with Training and Quality to execute training and change supervisor call flow to promote use of online knowledge resource and foster agent self-reliance, and ultimately resulting in escalation call abandonment rate falling from 14-16% to just 9%▪ As a trusted team player, requested by senior leadership to act as third-party observer in two operations teams outside official responsibility, providing recommendations on management opportunities

▪ Managed several operational aspects of business process outsourcing for a customer in the US financial services industry: implementation, recruitment, training, quality, leadership mentoring, administration, compliance, finance, client relations▪ Effectively managed difficult client situations, such as unexpected invoice charges stemming from overtime related to compressed training timelines, and client backing out of ramp up and having to redeploy affected employees within two weeks of being hired▪ Developed business opportunities in customer retention, resulting to creation of dedicated segment for this competency which eventually made up nearly 30% of volume (by May 2008), indirectly turning customer service from a cost center to a profit center for the client▪ Developed a rewards and recognition program called "Step Up to the Plate" to promote individual attainment of KPI goals; also implemented an incentive program in connection to customer retention ▪ Expanded operations from startup team of 20 agents and five officers to peak headcount of 230 agents and 30 officers in Q1 2007

▪ Conducted Series 63 Uniform Securities Law training; 100% passing rate among trainees - licensure is a pre-requisite to becoming a securities industry professional in the United States (along with the Series 7)▪ Conducted Series 7 U.S. General Securities Representative training for new hires; set a Client record for the highest passing rate among trainees (100%) - licensure is a pre-requisite to becoming a securities industry professional in the United States▪ Conceptualized and implemented a very well-received stock market game to provide continuing training and boost workforce morale▪ Mentored employees promoted to Trainer positions; Delivered US Tax Season training▪ Conducted training on how to use Bloomberg Professional based on operational needs▪ Ensured accuracy and quality by keeping track of trainee output▪ Delivered product, systems and call-handling training for new customer service representatives; also delivered refresher training when needed▪ Supervised new hires, addressing disciplinary and performance issues▪ Streamlined selection process for job applicants by formulating interview questions and standardizing expectations-setting to minimize the company’s legal risks

▪ Serviced calls from brokers and clients regarding accounts, stock markets, securities and trading

▪ Serviced and managed individual and corporate accounts for their equities investments; updated clients on market movements and advised on strategy▪ Issued daily reports on local and foreign financial markets and economies, with forecasts regarding trends▪ Ensured the smooth flow of transactions by coordinating with backroom staff▪ Tracked down inactive clients to maintain contact and to update customer database

▪ Serviced and managed individual accounts for their equities investments