Ciryll R. Guyod
(--33 yrs. old
Las Pinas, NCR Philippines
10 years of experience
Delivered consistent revenue growth through expertise in
● Ability to deliver under pressure and tight timelines
● Mentoring Skills
● Ideation and Innovation Leadership Style
● Good time management and execution focus
● Removing Colleague friction points
Awards and Recognition in Present Employer
● Outstanding Achievement Q3 2016
● Growth in Expertise - Quarter 1 2017
● Spotlight Sapphire Awardee - Quarter 2 2017
● Collaboration Award - Quarter 3 2017
● Process Excellence Crusaders - Quarter 1 2018
● Spotlight Gold Award - Quarter 2 2018
● Growth in Expertise - Quarter 3 2018
● Spotlight Award – Quarter 1 2019
WORK EXPERIENCE:
August 2019 – Present
Team Leader Operations at American Express International
RESPONSIBILITIES:
● Managing the day-to-day activities of the team
● Drives Improvement of Business Metrics
● Motivating the team to achieve organizational goals
● Developing and implementing a timeline to achieve targets
● Delegating tasks to team members
● Participates in calibration and team huddles
● Participates in Staff Meeting with the Leadership Team
● Ensures process strategy and plans are well managed and executed to exceed all
critical business metrics
● Conducting training of team members to maximize their potential
● Empowering team members with skills to improve their confidence, product
knowledge, and communication skills.
● Conducting quarterly performance reviews
● Manages Process Update communication traffic for Manila Site
● Creates Process Knowledge Test for the Specialist month on month
● Creates case studies for Process Improvements and Business Case
September 2017 – August 2019
Business Analyst Operations at American Express International
RESPONSIBILITIES:
● Monitors Calls/Audit Accounts
● Drives Improvement of Business Metrics
● Track and publish performance and projects results and improvement
● Acts as a “Subject Matter Expert” in terms of process knowledge and analytics
● Ensures the internal policies, procedures and compliance regulations are being
followed
● Participates in calibration and team huddles
● Participates in Staff Meeting with the Leadership Team
● Ensures process strategy and plans are well managed and executed to exceed all
critical business metrics
● Reviews reports, controls and outputs relating to collection accounts
● Creates Monthly performance Deck for Vice President Business Reviews
● Creates Trend and Historical Analysis of the Site
● Manages Process Update communication traffic for Manila Site
● Creates list of Awardees for Recognition Monthly, Quarterly and Yearly based from
performance metrics
● Track and publish a Coaching Loop Model for the Team Leaders
● Collaborating with Process Excellence Team and supporting the project end to end
cycle from idea evaluation to Implementation
● Creates Process Knowledge Test for the Specialist month on month
● Creates case studies for Process Improvements and Business Case
December 02, 2016 – September 2017
Auxillary Business Analyst at American Express International
RESPONSIBILITIES:
● Monitors Calls/Audit Accounts
● Drives Improvement of Business Metrics
● Track and publish performance and projects results and improvement
● Acts as a “Subject Matter Expert” in terms of process knowledge and analytics
● Ensures the internal policies, procedures and compliance regulations are being
followed
● Participates in calibration and team huddles
● Participates in Staff Meeting with the Leadership Team
● Ensures process strategy and plans are well managed and executed to exceed all
critical business metrics
● Reviews reports, controls and outputs relating to collection accounts
● Track and publish a Coaching Loop Model for the Team Leaders
January 7, 2016 – December 1, 2016
Credit Specialist at American Express International
RESPONSIBILITIES:
● Piloted Segment for Consumer Collections as a Collections Specialist
● Handling Inbound and Outbound Calls
● Processing Payments using AMEX Payment tool platforms
● Waiving fees and account adjustment
● Bring account up to date
July 17, 2015 – January 6, 2016
ACCOUNTS RECEIVABLE SPECIALIST at Working Capital Solutions (GE Capital
Americas)
RESPONSIBILITIES:
● Complete account reconciliations and process adjustments
● Perform billing, payment allocation, collection and activity reporting following
established protocols, to tight deadlines
● Maintain up-to-date billing system and customer files
● Monitor customer account details and identify and investigate non-payments,
delayed payments and other irregularities
● Organize recovery system and initiate collection efforts
● Investigate and resolve customer queries
● Perform data entry
September 2014 - March 2015
TEAM LEADER at Synchrony Financial
(Product Label Credit Cards)
RESPONSIBILITIES:
Develop a strategy the team will use to reach it’s goal
Provide any training that team members need
Communicate clear instructions to team members
Listen to team member’s feedback
Monitor team member’s participation to ensure the training they providing is being
put into use, also to see if there’s any training needed
● Manage the flow of day to day operation
● Create reports quarterly to update the company on team member’s progress
● Distribute reports to the appropriate personnel
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September 2013 - September 2014
SME - Subject Matter Expert at Synchrony Financial
(Product Label Credit Cards)
RESPONSIBILITIES:
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Facilitates process inbound/outbound training
Monitors calls weekly
Coaching regularly
Conducts huddles and shares best practices
Mentor Lead - (Mentor Mentee Program)
Mentor Mentee Program - a program designed to identify developmental needs of new hire
associates from 0-6 months vintage
RESPONSIBILITIES:
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Monitors calls weekly of mentee
Regular coaching
Conducts huddles and best practices
Participates call calibration sessions with Team Managers
Collaborate with Performance and Productivity Manager in creating action plans for
mentees
May 2009 – June 2012
Process Associate at Synchrony Financial
RESPONSIBILITIES:
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Collect payments from 0-200 days delinquent
Process payments via Speedpay/ACH
Waiving of fees and account adjustment
Bring account up to date
February 2009 - April 2009
Customer Service Representative at T-Mobile
(Flex Pay)
RESPONSIBILITIES:
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Activation of mobile phones
Trouble shooting
Up selling
Customer care assistance
September 2008 - December 2008
Sales Representative at Swiss Colony
(ePLDT Ventus Project Based Hire)
Education:
2010 - University of Iloilo
Bachelor of Science in Information Technology
Major: Information Technology
Grade: On - going
Character Reference:
Jose Pablo Marcelo -
Team Leader at American Express International
Benjamin Joel Ibanez -
Team Leader at American Express International
Cecile Guieb -
Assistant Manager at Synchrony Financial Recoveries
Kristian Ballaran -
Operations Manager at Working Capital Solutions GE Capital Americas
CASE STUDIES:
OUTBOUND ASSUMPTIVE OPENING
OUTBOUND NON CONVERSION on 90+DAYS DELINQUENT
INBOUND CONTACT RATE CASE STUDY:
UNDERSTANDING FALSIFICATION CASES:
INNOVATION AND INITIATIVES:
CLOSED COACHING LOOP MODEL:
DIRECTIONAL INPUT TARGET SETTING
EVALUATION FORM
OPERATIONAL EXCELLENCE
BIT MONITORING PLAN AND EXECUTION
DEEP DIVE ANALYSIS:
OB CONTACT RATE ANALYSIS:
DECILE ANALYSIS:
CONNECT TO COLLECT:
