Katrina Villanueva

KATRINA RYAELLE ASEDILLO VILLANUEVA 4066 Saint Paul St. Lakeview, Subdivision, Halang, Calamba City, Laguna 4027 Mobile: - Email:-Skype: katrinaryaelle CAREER OBJECTIVE EMPLOYMENT HISTORY To pursue a highly rewarding career, work in a challenging and healthy work environment where I can utilize my skills and knowledge efficiently for organizational growth with full integrity and zest. SENIOR EXECUTIVE ASSISTANT TO THE CEO, QUALITY ASSURANCE SUPERVISOR JULY 2016 to DATE Email management Drafting letters and documents to both clients and the staff Conduct New Hire Training and Orientation Calendar management, setting client appointments, conferences, travel plans and documenting all necessary information and papers. Prepare reports by collecting and analyzing information, ensure data back up Check on staff productivity Attendstrategymeetings, planning sessions, present business review and recommendations, take notes and ensure 100% implementation Flexibility to perform Appointment Setting, Lead Generation and Software Management Communicate professionally using the English language, both written and verbal Fluency in Windows Operating Systems and Microsoft Office tools Plan and prioritize Lead by example and coach on key behaviors to drive results SENIOR QUALITY ANALYST (QUALITY SUPERVISOR)APRIL 2016 to JULY 2016_kgb Philippines, Sta Rosa, Laguna Manage and develop a group of Quality Assurance Specialists Schedule and conduct Quality Calibration sessions with clients, management, teams, trainees and special focused groups Calculate, communicate and coach on efficiency and quality of work of the Quality Team Conduct triad coaching sessions and provide feedback to Team Manager to help them improve on coaching skills Do root cause analysis and provide recommendations to help the site achieve Quality goals Attend strategy meetings and present business review and recommendations on Quality Maintain Quality Systems network and train newly hired Quality Assurance Specialists Review and approve/decline disputes on Quality Maintain and track employees' performance on Quality Lead by example and coach on key behaviors to drive results Responsible for performance management Select and retain talent Operate with urgency and meet deadlines Communicate professionally using the English language, both written and verbal Ability to influence internal and external partners TEAM MANAGER MAY 2015 to APRIL 2016 _kgb Philippines, Sta Rosa, Laguna Develop and lead a team of 15 specialists/quality analysts Lead by example and coach on key behaviors to drive results Responsible for performance management Select and retain talent Resolve employee and escalated customer problems and inquiries Operate with urgency and meet deadlines Communicate professionally using the English language, both written and verbal Ability to influence internal and external partners Relationship management Ability to delegate tasks Conflict resolution skills Planning and prioritizing Specialized functional or technical knowledge that allows for independent thought and action on important department activities Experience with multiple browsers, multiple tabs,  window navigation and instant messenger tools Fluency in Windows Operating Systems and Microsoft Office tools Works on a flexible schedule SERVICE EXCELLENCE PROFESSIONAL OCTOBER 2011 to OCTOBER 2014 JPMorgan Chase & Co, Taguig City MARCH 2015 to MAY 2015 Extract CSAT data and do root cause analysis Log, track, and govern CSAT Complaints to ensure compliance with the OCC Evaluate agent calls using the CAT Tool and Way to WOW Form to help improve CSAT Provide support to the New Hires (call listening sessions, tracking of performance, floor support) Conduct trainings that will enhance employees’ communication skills Spearhead initiatives to drive CSAT, attendance, and employee satisfaction Mobilize/supervise a group of agents assisting with Employee Engagement activities Plan, coordinate, and facilitate calibration sessions targeted toward enhancing employee effectiveness and improving customer experience Analyze performance data to identify trends and provide insights for performance enhancement activities Coordinate and execute recognition activities, employee engagement efforts, and other initiatives as requested by the line of business Answer incoming customer calls during periods of peak support, as requested by the Global Command Center and line of business APPRENTICE SUPERVISOR OCTOBER 2014 to MARCH 2015 JPMorgan Chase & Co, Taguig City Develop and lead a team of 15 specialists Lead by example and coach on key behaviors to drive results Responsible for performance management Select and retain talent Resolve employee and escalated customer problems and inquiries Operate with urgency and meet deadlines Communicate professionally using the English language, both written and verbal Ability to influence internal and external partners Relationship management Ability to delegate tasks Conflict resolution skills Planning and prioritizing Specialized functional or technical knowledge that allows for independent thought and action on important department activities Experience with multiple browsers, multiple tabs,  window navigation and instant messenger tools Fluency in Windows Operating Systems and Microsoft Office tools Works on a flexible schedule CUSTOMER CARE PROFESSIONAL/WOW! AMBASSADOR NOVEMBER 2009 to SEPTEMBER 2011 JPMorgan Chase & Co, Taguig City Customer Care Professional Answer all mortgage inquiries/disputes Meet/Exceed all the metrics set by the line of business Answer all process related questions by peers when assigned to do floor walk Provide excellent Customer Service WOW! Ambassador Coach and develop peers in providing WOW! experience to borrowers Attend and conduct weekly calibration sessions Evaluate nominated “WOW!” Calls Coach and motivate peers to ensure that they provide excellent customer service Ensure timely, accurate, and consistent delivery of updates for WOW! CUSTOMER SERVICE REPRESENTATIVE/CREDIT ANALYST APRIL 2008 – OCTOBER 2009 HSBC Electronic Data Processing, Alabang Customer Service Representative Answer all credit card inquiries/disputes Did upselling of Bank products and services Provide excellent Customer Service Credit Analyst Review, approve/deny credit card applications Provide excellent Customer Service CUSTOMER SERVICE REPRESENTATIVE JANUARY 2006 – AUGUST 2008 Convergys, Alabang Answer all billing questions/disputes Basic troubleshooting Did upselling of LOB products EDUCATION University of the Philippines, Los Baños, Laguna June 2003 – April 2005 Bachelor of Science in Mathematics and Science Teaching Undergraduate SKILLS AND KNOWLEDGE Advanced proficiency in coaching and developing talents Proficient in root cause analysis, interpreting data and statistics Great leadership and relationship skills Great analytical and problem solving skills Proficient in MS office and web based applications Keen to details PERSONAL INFORMATION AGE : 30 DATE OF BIRTH: JANUARY 30, 1987 NATIONALITY : FILIPINO CIVIL STATUS : SINGLE REFERENCES AVAILABLE UPON REQUEST. I, Katrina Ryaelle A. Villanueva, certify that all information provided are true and accurate.