Jay-Cee Guevarra De Guzman

B1 L1 CS Mendoza Compound, Ibayo-Tipas, Taguig, 1637 JAY-CEE G. DE GUZMAN M: (- Personal Email:-Work Email:- AWARDS SUMMARY JP Morgan Chase and Co. Helpful and reliable professional with 5-plus-year vast experience in helping customers/bankers get Branch Operations Support (CCB) what they want to their gratification and at the same time ensuring that goals are met to the satisfaction of the company. A fun and friendly individual who is known for maintaining a professional Recognized as "Top Banker Support" for environment in hectic situation. Ability to work in high volume fast paced environments. the month of April, 2017 with an overall WORK EXPERIENCE BRANCH OPERATIONS SUPPORT(Sr. Specialist I) July, 2016 – present JP Morgan Chase and Co. o Provides accurate and efficient support to retail branch banking employees by answering questions , interpreting and resolving problems related to banking policy, procedures and compliance. o Identify and escalate issues that may have widespread implications. o Utilize strong retail bank procedural, legal/compliance knowledge base, and analytical skills to recommend appropriate, immediate solutions for which there are no documented procedures. o Reviewed policies and procedures, suggested modifications to processes by submitting different MWIs. PROCESS TRAINER Teleperformance Inc(Boost Mobile) Oct,2014 – July, 2016 o Provided training to new employees and intern al/external clients on effective quality call handling and business etiquette. o scorecard of 4.29. Awarded with a Certificate of Excellence as "AP CHAMPION" for having an overall scorecard of 4.90 during Wave 10 Assisted Production. (September, 2016) Awarded with a Certificate of Excellence as "DC CHAMPION" for having an overall scorecard of 4.10 during Wave 10 P&P and NAM DC. (August 2016) Telepeformance Inc Boost Mobile Awarded as “Best Trainer of the Year ". (December, 2015) Ranked 2 in the Year-to-Date Top Agents for Boost Mobile (Teleperformance Inc, 2012) Administered new and ongoing training for all departments in the call center. PERSONAL o Supervised 12-25 agents in a classroom environment. o Trained Supervisors, Lead Operators, Mentors and Quality Agents to Age: 23 responsibilities Birthdate: November 20,1993 Coached, motivated and developed representatives for all Birth Place: Muntinlupa City departments for the entire call center. Civil Status: Single Measured and reported effectiveness of training by administering Provincial Address: Santiago City, Isabela o o tests and evaluations. o Works with supervisors to address employee performance gaps. o Participates in client interaction (includes effective curriculum CHARACTER REFERENCE feedback and client visits) o Identified the need for a customer service department and worked to Bianca Castillo create a training program for the new role Team Leader JP Morgan Chase and Co Apr,2013-Oct,2014 CUSTOMER SERVICE REPRESENTATIVE Teleperformance Inc(Boost Mobile) M - Personal E-Work E:-  Handle inbound customer service support calls from established customer. Mary Anne Tolentino  Cross sell value added services or products that are offered by the Global Training Manager company. Teleperformance Philippines Provide consistent, superior service to every customer by utilizing all T - ext 1078 available tools and resources. M -  EDUCATION Personal E:-Work E:- 2012 – 2015 Bachelor of Science in Business Administration Major in Marketing Management (3rd year undergrad) Polytechnic University of the Philippines