Ma. Lourdes P. Uy

M A. LOU R D E S P . U Y PUROK 6, POB LA CION , VA LENC IA CIT Y, BUK ID NON 8709 C E L L P H O N E-  E M A I L A D D R E S S u y . l o u r d es @ g m a i l . c o m WORK EXPERIENCE In-Business Control Officer and Business Recovery Coordinator (Australia Core Operations / Guam Core Operations / Philippines Core Operations) CITIGROUP Business Process Solutions Pte. Ltd. Jul 2014 – Aug 2019 Responsibilities:  Performs Managers’ Control Assessment for Core Operations teams (AU/GUAM/PH).  Participates in compliance testing reviews and develops test program where required.  Assesses the risk level of exceptions identified and communicate effectively with the related parties.  Proposes solutions and helps process owner develop corrective action plan (CAP).  Ensures that CAPs adequately address the issues/risks.  Ensures audit readiness for internal/external audit reviews, facilitating audit deliverable requests, site visits, and responses to audit issues.  Engages with Compliance Counterparts to identify new or changing regulatory requirements that may need monitoring processes.  In Charge of preparing Business Impact Analysis and Business Recovery Plan for Core Operations teams (AU/GUAM/PH).  Facilitates recovery of critical processes to minimize the effects of business disruptions, ensures the continuity of service & support for customers and maintains resilience & viability before, during and after an adverse event.  Performs regular Continuity of Business testing through Denial of Service, Denial of Access, Call Tree and Volume Testing.  Performs Independent Plan Review for the other entities’ COB plan.  Provides support in various business migration activities. Business Control Officer (Australia Credit Operations and Shared Services) CITIGROUP Business Process Solutions Pte. Ltd. Responsibilities:  Completes required compliance and control checks.  Performs quality review for Shared Services functions including checks for Financial Difficulty functions.  Prepares MIS report on MTD and YTD basis.  Performs compliance and control checks such as Manager’s Control Assessment and other Information Security related checks.  Provides feedback and coaching to staff and management.  Identifies gaps in knowledge and provides analysis to the training team.  Participates in planning process to correct behaviors, which are important to achieve business goals. Apr 2009 – Jul 2014 Collections Admin Associate (Australia Shared Services) CITIGROUP Business Process Solutions Pte. Ltd. Jun 2006 – Apr 2009 Responsibilities:  Prepares delinquent accounts for charge off. Ensures all direct debits are cancelled and chargebacks were performed where necessary. Sends fax and letter to merchants and customers.  Performs callouts to Australian Financial Security Authority and various Executors to verify Bankruptcy and Deceased details of customers  Charge-off accounts & prepares reconciliation reports of all chargedoff accounts.  Processes applications for Hardship and Rewrite accounts.  Prepares MIS report. Balance Transfer Associate (Australia Transaction Services) CITIGROUP Business Process Solutions Pte., Ltd. Oct 2004 – Jun 2006 Responsibilities:  Processes all Balance Transfer related requests. Debits account, creates and authorizes cheque via Paylink application. Ensures all escalation queues are processed.  Conducts self-assessment test for Collections and Fraud Admin Team. Collects sample for certain functions and check whether correct procedures were followed. Ensures all exceptions were raised and rectified within the service level agreement. ELIG IBILIT Y Career Service Examination Civil Service Commission Sub-Professional: General Rating: 87.32 Professional: General Rating: 84.32 Licensure Examination for Teachers Professional Regulation Commission General Rating: 81.20 Naga City April 25, 2004 October 17, 2004 August 29, 2004 Legazpi City EDUCAT IO N Bachelor of Science in Psychology Ateneo de Naga University RECOGNIT IO NS Best PH Business Recovery Coordinators for COB Cycle- Top-Performing Business Recovery Coordinators for COB Cycle- 2000 - 2004 Naga City