Juvine Grace Badong

Juvine Grace De Guzman Badong- Career Objective: Ability to work under pressure. I work independently as well as part of a team. I have the knowledge and experience in process Re-engineering. I have strong people management skill. One of my advocacies within my group is Career development. I have 11 years of expertise with International Banking. Core Competencies: ● Client Focus ● Detailed and Organized ● Fostering Teamwork ● Managing Change ● Decision Making ● Strategy Development ● Project Management ● Risk Management ● Quality Management Trainings: ● Coaching for Excellence ● 7 QC Tools ● First Time Quality ● PSTT ● Harvard Mentoring Management ● Introduction to AGILE ● Introduction to Glide Path ● Introduction to Macro ● Excel Trainings ● Introduction to Lean Six Sigma ● AML/KYC/CDD Quarterly Trainings ● Introduction to Risk Management Projects and Initiatives: ● EPIC Quality Tool Enhancement ● Manila QC Charter ● Manila QC Procedure ● Multiple QC Function Migrations ● COG Review Utility Tool BRD ● Enhance QA Dispute Process ● Creation of QA Scorecard ● Privacy Review Kickback Process  QA Scoring Enhancement Education: Lyceum of the Philippines University Bachelor of Science in Business Administration Major in Operations Management ● Graduated May 2017 Ateneo Graduate School of Business – Greenbelt Six Sigma Program ● Enrolled: February 2021 – March 2021 Work Experience: Wells Fargo EGS Jul 2020 – Dec 2020 Executive Complaints Management Office QA Manager Do coaching sessions to QA Analysts for performance improvement. Creates Business proposals and presents to upper management. Recommend process improvement to the team and to newly established QA process within ECMO. Supports operations team with the following roles and responsibilities: ● Data management ● Quality management ● Process Improvement ● Performance management ● Risk management Wells Fargo EGS Nov 2018 - Mar 2019 Data Management Insights (Wholesale Banking) Data Integrity Consultant 3 (QA Supervisor) Audit sampling and Allocation thru SQL. Do coaching sessions to QA Analysts for performance improvement. Creates Business proposals and presents to upper management. Recommend process improvement to operations and to newly established QA process within DMI (Wholesale Banking). Supports operations team with the following roles and responsibilities: ● Data management ● Merger and Acquisitions ● KYC/CDD/AML ● Financial Crimes ● Risk Management JP Morgan Chase Jun 2008 - Nov 2018 JP Morgan Chase Home Lending Manila Loan Administration and Investor Services QA Supervisor May 2015 -Nov 2018 Do coaching sessions to QA Analysts for performance improvement. Creates Business Review and presents to upper management. Handle 2nd Level Disputes. Recommend process improvement to operations. Take part in creating audit checklist on each new function within ISLA Department. Supports QA Team which handles Voice and Non Voice functions. Leading QA migrations from US to Manila. Reports directly to the VP. Works hand in hand with Operations Managers catering functions below which the team audits: ● Invoice Processing ● Capital Markets ● Privacy Review ● Lien Release ● Document Collections ● Transfer Research ● Loan Transfer ● Customer Research ● Telephone Consumer Protection Act Process ● Collateral Processing ● Post Close Review *****reporting directly to the Vice President. JP Morgan Chase Home Lending Manila Loan Administration Operations Supervisor Aug 2013 - Apr 2015 Conduct coaching to people for performance improvement. Create Business Review and presents to upper management. Audit the output of the team 100%. Monitor utilization and attendance percentage of the team. Contribute to process improvement. Hire and train new hires. JP Morgan Chase Home Lending Manila Loan Administration Operations Team Leader Apr 2012 - 2013 Conduct coaching to people for performance improvement. Create Business Review and presents to upper management. Audit the output of the team 100%. Monitor utilization and attendance percentage of the team. All tasks are being approved and mandated by the Supervisor. JP Morgan Chase Home Lending Manila Loan Administration Quality Assurance Jan 2012 - Mar 2012 Audit Indexing function (Sorting of images in I-vault) task. JP Morgan Chase Home Lending Manila Customer Request Management Quality Assurance Dec 2010 –Dec 2011 Audit Manila HE Fulfillment and HE KANA (Customer Request Management). Facilitate calibration and training sessions with agents, auditors, supervisors and managers (US Counterpart and Manila). Set up a checklist and helped polished the process for HE Manila Fulfillment and HE Kana. Create MTD/YTD (RCA) reports (excel and powerpoint file). JP Morgan Chase Customer Care Professional CRM Jul 2009 –Dec 2010 Process Home Equity Fulfillment Manila functions. Answer HE KANA emails. Facilitate SBS training with the new hires for Team HE. Help identify process gap within the function’s operational procedure. Do outbound calls for call back requests from mortgage customers. JP Morgan Chase Customer Care Professional (Customer Service) Jun 2008 –Jul 2009 Payment Information and customer verification Prime/HE accounts. Rerouting calls to the right department (Auto Finance, Card Service and Home Lending). Perform change of address request for mortgage account. Cross-trained for prime mortgage calls. Teletech Business Services Technical Support Representative Sept 2007 - March 2008 Service DSL Verizon US customers to address their technical concerns. Home Based/Freelance Jobs (March 2019 – March 2022) QA Consultant – Creating QA Processes and QA Checklists for Clients KYC QA Team Lead – Managing a group of KYC QA Analysts Executive Assistant - Trading Company Based in NY Sales Business Development Representative – (October 2020 to March 2022)