Benjie Gallego

BENJIE C. GALLEGO Brgy. Rizal, Makati City-- OBJECTIVE Quality-oriented professional with cross-industry experience in compliance, quality assurance, and stakeholder collaboration within highly regulated environments in Banking and Manufacturing. Demonstrated success in driving process improvements, ensuring compliance, managing risk while maintaining alignment with global teams. Eager to contribute these strengths in a dynamic role focused on quality systems, operational excellence, and continuous improvements. PROFESSIONAL EXPERIENCE Citibank - KYC Officer - Citi Plaza, Lane D, Bonifacio Global, Taguig City. October 2024 – May 2025. As a KYC Analyst, I handled key tasks to help ensure that client information is accurate, complete, and compliant with both local rules and global banking standards, with the following responsibilities: • Led the renewal process for corporate banking clients, ensuring accurate review, verification, and documentation of customer information in compliance with internal policies and regulatory standards. • Conducted thorough Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) for existing clients, adhering to both local and global KYC regulatory requirements. • Monitored and tracked expiring records, processed Appendix approvals, and ensured timely completion of KYC profiles within the service level agreement (SLA). • Performed manual screening and background checks using reliable third-party sources, sanctions lists, PEP screenings, and adverse media for comprehensive risk assessments. • Collaborated with Legal, Compliance, and Risk teams to support Anti-Money Laundering (AML) efforts and policy alignment. • Coordinated with key internal stakeholders such as account managers, compliance officers, and operations teams for ongoing monitoring and timely resolution of record deficiencies, facilitating a proactive approach to risk management and regulatory adherence. • Prepared monthly reconciliation reports, ensuring data consistency across internal systems and supporting audit readiness. • Exercised comprehensive judgment in risk evaluation and decision-making, promoting ethical standards, regulatory compliance, and transparent issue escalation in line with Citigroup’s control framework. Achievements: • Ensured timely completion of KYC renewals for high-value corporate accounts and minimized overdue cases. • Maintained full compliance with regulatory standards, contributing to successful internal audit outcomes with no major findings related to KYC processes. • Identified and escalated multiple high-risk entities during manual screening, strengthening the bank’s risk controls and helping prevent potential reputational and financial exposure. • Streamlined internal coordination with Compliance and Legal teams, reducing turnaround time for EDD approvals. • Successfully built strong working relationships across departments, including account managers, compliance officers, and operations teams, fostering a collaborative environment that supported efficient KYC monitoring, issue resolution, and stakeholder alignment. Citibank – Customer Solution’s Officer; Citi Plaza, Lane D, Bonifacio Global, Taguig City. February 2020 – October 2024. As a Customer Solutions Officer, I served as a frontline representative handling both Retail Banking and Credit Card concerns through live chat, email, and outbound calls for urgent cases. My role centered on delivering exceptional customer service, resolving issues efficiently, and implementing strategic solutions that supported business goals and enhanced customer experience with the following responsibilities: Customer Support & Issue Resolution: • Managed real-time customer interactions primarily via chat and email; escalated urgent issues via outbound calls. • Identified concerns and complaints, providing tailored solutions aligned with both customer needs and internal business processes. • Delivered step-by-step assistance on Citibank’s Online and Mobile Banking platforms and coordinated unresolved technical issues with relevant departments. • Demonstrated flexibility by stepping in to manage inbound calls when necessary, ensuring consistent customer experience across all channels. Product Knowledge & Consultation: • Demonstrated deep product knowledge of Citibank’s offerings, including savings, time deposits, loans, and credit cards, and promotion. • Advised customers on products that best suited their lifestyle, while staying updated with product and policy changes. Compliance & Risk Management: • Ensured all actions adhered to internal policies and banking regulations. • Handled potential fraud cases by securing accounts, blocking unauthorized transactions, and initiating disputes when necessary. Cross-Functional Collaboration: • Coordinated with internal units to resolve complex issues such as time deposit terminations, fund transfer disputes, credit card fee reversals, and regulatory red flags (e.g., PND, PNC, AML-related cases). • Liaised with Compliance and Legal teams for potential SDN or suspicious transaction reviews. Sales & Upselling: • Leveraged service interactions to promote Citibank’s value-added services, including cash loans, installment plans, and promotional offers based on customer eligibility and credit profile. Process Improvement & Leadership: • Acted as a cluster lead, mentoring new hires and supporting peers on internal processes. • Contributed to the team’s performance tracking by identifying call drivers and proposing actionable insights to reduce recurring issues. • Co-authored the implementation proposal for a Subject Matter Expert support system within the Client Correspondence Services Unit to improve response quality and real-time issue resolution. Achievements: • • • • Resolved complex issues leading to commendation from satisfied clients. Receives recognition and appreciation from my direct Manager for Monthly Performance. Consistently exceeded Customer Service Rating Satisfaction targets of 75%. Recognized as Top Performing Officer for 2 nd Quarter of 2022. Hitachi Appliances – Electronic Equipment Assembler/Quality Control; Hitachi Taga, Ibaraki Ken, Japan. October 2015 - 2018 As an Electronic Equipment Assembler and Quality Control Specialist, I was responsible for ensuring the assembly and quality assurance of electronic products in alignment with Hitachi’s technical standards. My role required strong attention to detail, hands-on technical skills, and collaborative teamwork to maintain both product integrity and efficient workflow within a diverse production environment with the following responsibilities: • • • • • Assemble electronic components, chunks, and devices in compliance with Hitachi’s technical specifications. Operated and handled precision tools such as air drivers, torque wrenches, and wire connectors to perform accurate installations. Conducted detailed quality checks and inspections throughout the production process up to the packaging stage to ensure adherence to the company’s high-quality standards. Maintained strict quality control procedures, identifying defects and ensuring corrective actions were implemented promptly. Worked collaboratively with team members from diverse backgrounds while maintaining a respectful and inclusive environment. • • • Ensured seamless integration of components through effective communication and coordination with different teams to meet production timelines. Participated in process improvement initiatives aimed at increasing assembly efficiency and reducing production time. Contributed to assembling strategies, especially during the introduction of new product models, ensuring smooth transition and production readiness. Achievements: • • • Was able to contribute to the success of Targeted production on a Daily and Monthly Basis. Reduce the number of assembly defects by ensuring and observing the manufacturing standards. Showcase competence and meticulousness in the Assembly process. TRAINING Continental Temic Automotive – Test Engineering Section of Vehicle and Dynamics (VED) OJT; Taguig City. March-June 2014. As a student trainee, I was able to develop skills of being detail-oriented and determined to adapt to the process in Test Engineering. Was able to apply academic knowledge earned from School and gained experience in test planning, execution, and analysis during the training period with the following responsibilities: • Respond to the call of machine operators and assist in repairing the mechanical defects. • Perform the preventive maintenance procedure to ensure the quality operation of machines. • Follow the instructions and commands from the Senior Engineers. Skills Developed: • Familiarity with testing tools, such as in-circuit testers and functional testers. • Hands-on experience with various Fixtures, such as Coil Mounting, Pogo Pins, and machines such as Pick and Place and Surface Mounting Device. • Understanding the test planning Methodologies. Education Notre Dame of Midsayap College Midsayap North Cotabato 9410 Philippines Bachelor of Science in Computer Engineering Additional Information ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Experienced in risk assessment, KYC process, and regulatory compliance. Knowledgeable in Quality Management Systems and complaint handling process. Familiar with Power BI, workflow automation tools, and Excel dashboards. Basic knowledge of Product Hold Order and Non-conforming Product Handling. Proficient in Stakeholder coordination and virtual collaboration. Detail-oriented with strong communication, organizational, and problem-solving skills. Can read, speak, write, and understand basic and conversational Japanese. Has excellent experience in manufacturing both processes, machinery, and product quality assurance. Familiar with Small Scale Integration (SSI) Circuit. Able to read and interpret Schematic diagrams. Familiar with PCB (Printed Circuit Board) layout. Familiar with 2D/3D modelling using SketchUp and AutoCAD. Familiar with PC Hardware Maintenance and troubleshooting. Familiar with Computer Networking. Possesses good project and time management skills. Youthful yet very mature when it comes to the work environment, willing to undergo training for career growth. REFERENCE: Available upon Request.