- Accountable for the accurate completion of sales packets and customized client information packets- Provides implementation management and boarding enrollment support- Communicates with internal and external stakeholders of status and progress of implementation, and other line of business- Researches implementation challenges that impact the onboarding of clients- Maintains electronic sales records, pipelines and other administrative duties

- Appointed as Subject Matter Expert (SME) - developed and facilitated team activities such as chat role play for team members to test their knowledge and enhance their awareness; answered customers' process-related queries; and reviewed customer chat history.- Stimulated the expansion of JPMorgan Chase in the UK by providing seamless customer experiences in the mobile app. - Boosted customer retention and satisfaction by delivering personalized and professional service through chats and phone calls. - Created detailed solutions for customers’ retail digital banking needs (onboarding application, payments, transactions, inquiries, online technical support walkthroughs, etc.).- Promoted brand awareness in the new market by displaying mastery of the banking system and its processes.- Improved work productivity by gathering actionable customer insights.

- Leadership Acceleration Program (LeAP): Qualified for comprehensive training supervised by division leaders, developed actionable team management skills and acquired a strong understanding of collaborative work dynamics.- Development Center Coach: Lead a diverse team of 15+ new hires and exceeded performance and quality control metrics (AHT, CSAT, adherence, quality, attendance: via 1-on-1 coaching, call listening, and performance monitoring). Supervised the team from training to regularization. Facilitated new hires on credit card processes, security, and troubleshooting.- TALA Awardee 2020 (Individual Category): Developed structured action plans to avoid invalid call transfers that increased customer satisfaction rates and improved overall team productivity for credit cards in the Manila site.- Supervised daily operations and maximized team output by creating a positive and motivating work environment.- Collaborated with team leaders to implement initiatives that boosted sitewide performance and metrics.- Interacted with 100+ customers daily, provided resolutions to credit card issues (payments, online technical support, limit increase, account updates, general inquires, etc.), and ensured customer retention and satisfaction.

- Stimulated higher candidate response rates by creating seamless experiences through guidance in the hiring process.- Sourced and matched qualified candidates for specific job orders using tracking systems and online resources.- Conducted pre-screening interviews to verify candidate’s availability, qualifications, and compensation requirements.- Organized structured interviews between candidates and hiring managers to optimize recruitment processes.- Recommended investing in additional candidate pools and recruiting techniques after evaluating market conditions.

- Resolved Canadian customers’ concerns regarding fraudulent transactions, disputes, fees and interests, and inquiries.- Interacted with 70+ customers daily, providing personalized service to ensure retention and satisfaction.- Handled Canadian Premier, Advanced, and Regular credit card members’ and debit cardholders’ concerns.- Coordinated with Canadian branches and booked appointments for customers. - Maintained customer account security by helping sustain KYC (know your customer) processes.- Aided in supervising new hires to orient them with operations systems and work environments.

- Created an e-business financial tracking system to help streamline YMCA’s operations and product sales.- Managed YMCA’s product database (prices, categories, and sizes)- Stimulated brand awareness of YMCA’s local products in the immediate region