2017
BSIT – Bachelor of Science in Information Technology
Pamantasan ng Lungsod ng Pasig
Hey
Hey
My Skills and Competencies
Microsoft Office (Excel, PowerPoint, Word)
Data Analysis
Client Relationship Management
Salesforce CRM
Quality Assurance
Customer service
Data Entry
Certificates
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My Experience and Education
2021
-
2024
DTCC-The Depository Trust & Clearing Corporation
(Client Account Services Senior Analyst (Quality Team))
• Verified and approved setups submitted by onboarding analysts, ensuring adherence to Standard Operating Procedures (SOP) for Global Trade Repository, Trade Information Warehouse, and regulatory requirements.
• Exhibited strong attention to detail with a talent for identifying and addressing process and operational risks.
• Provided comprehensive training to new hires and tenured onboarding analysts across multiple locations including Manila, Wrexham, Chennai, and Japan.
• Extracted and analyzed the billing report, onboarding setups report, and other data using Salesforce and Microsoft Power BI.
• Compiled and distributed weekly and monthly quality metrics to team leads and managers, facilitating data-driven decision making.
• Created and delivered presentations to the global team, effectively communicating key updates and strategic initiatives.
• Supported client incident remediation efforts as directed by management, ensuring swift and effective resolution.
• Integrated risk and control processes into daily responsibilities to monitor and mitigate operational risks.
• Demonstrated mastery of DTCC’s CRM tool (Salesforce), leveraging technical, critical, and problem-solving skills to enhance operational efficiency.
• Collaborated effectively with internal partners and clients, building and nurturing strong relationships to achieve organizational goals.
2019
-
2021
WNS
(Senior Associate - Ops)
• Onboarding Analyst
○ Answer calls and respond to emails for clients’ queries.
○ On-board new client and update existing client information into system.
○ provide full assistance to client on account opening, Client ID, and Legal Documentation
○ Identify and escalate priority issues to management and adherence to internal risk management process.
• Quality Checker (V&A)
Performed account and legal documents quality checks, ensuring that client meet the specifications.
2017
-
2018
Curo Teknika
(Network Support Representative)
• handle clients' complaints, questions and inquiries concerning billing, products, equipment, claims, services and reports problem areas with the utmost degree of professionalism and courtesy with an aim to resolve issues of the customers within one call.
• answer calls and respond to emails.
• provide customers with product and service information.
• enter new and update existing customer information into system.
• identify and escalate priority issues.
• route calls to appropriate resource.
• follow up customer calls where necessary.
• document all calls information according to standard operating procedures.
• complete call logs
produce call reports.
November 2016
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April 2017
Ascent PRO (Professional Recruitment Outsourcing) Inc.
(Admin/HR Department (Internship))
Provided admin/HR and IT support, handled maintenance, and monitored and managed IT equipment.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.