Ma Theresa Umpacan

MA THERESA (RHIZZA) UMPACAN PROFESSIONAL SUMMARY Business Execution and Data Analytics professional with 12 years of experience across financial services, specializing in data analysis, business process optimization, quality assurance, and automation solutions. Proven track record of designing data dashboards, automation tools, and operational improvements that increase visibility, productivity, and compliance across enterprise teams. Recognized multiple times for innovation, leadership, and performance excellence. Experienced in leveraging Power BI, Tableau, SQL, Excel, and analytics platforms to transform complex data into actionable insights that support strategic business decisions. PROFESSIONAL EXPERIENCE ➢ Wells Fargo International Solutions LLC. Philippines | McKinley Hill, Taguig City o Business Execution Consultant | May 2022 – Present Credit Bureau Management - Strategy and Integration • Provide business production support and user administration across multiple lines of business within Credit Bureau Management, resolving issues and coordinating with technology partners for system enhancements and defect resolution. • Lead release testing coordination, BCP exercises, and third-party application deployments, ensuring business readiness and proper communication across stakeholders. • Develop functional specifications, process documentation, and data lineage mapping to support application enhancements and operational improvements. • Perform data analysis and query development using SQL, SAS Enterprise, and other database tools to support root cause analysis, corrective actions, and strategic initiatives. • Collaborate with cross-functional technology teams to identify system improvements and implement technology-driven solutions. • Mentor and train junior analysts to strengthen team capability and reduce single points of failure. Key Achievements ▪ Built Jira and Tableau operational dashboards improving visibility of productivity, release schedules, and execution metrics for leadership. ▪ Received Wells Fargo Innovation Award for developing a PowerShell automation tool that optimized shared drive management and ensured compliance with enterprise data retention policies. ▪ Mentored team members who successfully transitioned into promotional roles, demonstrating leadership and talent development impact. o Lead Quality Assurance Administrator (QAA III) | April 2019 – April 2022 Operations Effectiveness - Risk Based Testing • Conducted risk-based audits across 200+ programs and 18 lines of business, identifying operational risks and recommending process improvements. • Designed Tableau dashboards and Business Objects reports to visualize audit findings, analyst capacity, and performance metrics. • Led secondary reviews and mentoring initiatives to improve testing accuracy and analyst performance. • Developed operational procedures, job aids, and testing frameworks that improved process consistency and reduced error rates. Key Achievements ▪ Achieved 100% audit accuracy rate in- with zero overturned findings across more than one hundred identified issues. ▪ Built attestation tracking systems in Checkbox and productivity tracking tools in Indigo, enabling leaders to monitor team compliance and productivity. ▪ Awarded Wells Fargo Champion Award for Leadership (2018 & 2021). ▪ Recognized as Top Performer (2019, 2020, 2021). o Quality Assurance Administrator (QAA II) | March 2017 – March 2019 Operations Effectiveness - Risk Based Testing • Executed audits across regulatory processes including Bankruptcy, Communication Preferences, and Debt Validation compliance. • • • Served as SME and escalation point for audit methodologies and testing processes. Prepared data extracts and reporting from Tableau, SAS Visual Analytics, and MIS systems for audit analysis. Developed knowledge management resources to improve onboarding and operational continuity. Key Achievements ▪ Created the Employee Lifecycle Handbook in SharePoint, standardizing onboarding/off boarding, and audit procedures. ▪ Recognized as Top Performer (2018) ▪ Promoted to Lead Quality Assurance Administrator (2018) o Collections Specialist | September 2015 – February 2017 Consumer Lending - Recovery Retail and Dillard’s Collections • Managed recovery of 180+ day delinquent accounts, negotiating payment solutions and improving recovery outcomes. • Applied skip tracing techniques to locate customers and improve collections efficiency. • Trained teams on new Enterprise Collections & Recovery system upgrades. Key Achievements ▪ Collected $100K+ in a single month, the highest individual performance for 2016. ▪ Created “One Stop Shop” VBA automation tool simplifying calculations and program guidelines for agents. ▪ Received Wells Fargo Champion Award for Innovation (2016). ▪ Led recruitment initiative resulting in fifteen new hires for the recovery team. o Collector II | July 2014 – August 2015 Consumer Lending – Back End Retail Collections • Managed accounts 60–180 days past due, assisting customers with payment solutions. • Participated in system testing initiatives for Enterprise Collections platform upgrades. Key Achievements ▪ Recognized as Team Top Performer (2015) ▪ Promoted to Collections Specialist (2015) ➢ BA Continuum Philippines Inc. | Bonifacio Global City, Taguig City o Team Member | June 2013 – May 2014 Cards Customer Services • Managed credit card account servicing including payment support, credit limit adjustments, and account maintenance requests. • Delivered high-quality customer service to support client retention and satisfaction. ➢ Infosys BPO Limited | Fort Bonifacio, Taguig City o Senior Process Executive | June 2012 – April 2013 Dairy Crest United Kingdom Limited • Assisted 75–one hundred customers daily with billing, order management, and account maintenance. • Ensured timely order processing and delivery coordination. ➢ Serco Global Services | Fort Bonifacio, Taguig City o Senior Customer Service Executive | April 2011 – May 2012 Hilton Brand Hotels and Affiliates • Managed reservation and billing support for Hilton Brand Hotels and Affiliates. • Assisted customers with booking modifications, billing inquiries, and loyalty program enrollment. EDUCATION ➢ Lyceum University of the Philippines | Intramuros, Manila o Bachelor of Arts in Mass Communication | AY: 2009 – 2011 ➢ Polytechnic University of the Philippines | Santa Mesa, Manila o Bachelor of Arts in History | AY: 2008 – 2009 TECHNICAL EXPERTISE ➢ ➢ ➢ ➢ ➢ ➢ Business Intelligence and Visualization: Tableau (Desktop, Public, Online), Power BI, IBM Cognos Analytics, SAS Visual Analytics, SAP Business Objects (ACES). Data Management & Database Querying: SQL Server Management Studio (SSMS), Oracle SQL Developer, Microsoft Excel (Advanced: VBA, Power Query, PivotTables). Business Systems and CRM: Salesforce, Microsoft Dynamics 365. Automation and Scripting: Windows PowerShell, Excel VBA (Modules and Userforms), Jira (JQL, Automation), HTML. Project Management and Collaboration: Jira (Admin, Workflows, Dashboards), ServiceNow, SharePoint, Confluence, Mural. Operational Tools: NICE & Nexidia (Call Audits & Scorecard Creation and Management), PowerApps, Visio, Checkbox, Indigo. CORE COMPETENCIES ➢ ➢ ➢ ➢ Strategic Execution: Business Execution, Operational Strategy, Leadership & Mentoring. Process Engineering: Automation Development, Process Improvement, Continuous Improvement (Lean/Six Sigma context). Risk & Governance: Risk and Compliance Testing, Root Cause Analysis, Stakeholder Collaboration. Insight Delivery: Data Analysis, Dashboard Development. CERTIFICATIONS AND PROFESSIONAL TRAININGS ➢ 2026 o Advanced Data Analysis and Visualization with Copilot in Excel – Microsoft o Agile Project Management – Google o Excel Fundamentals for Data Analysis – Macquarie University o Data Cleaning and Processing with Copilot in Excel – Microsoft o EF SET English Certificate 79/100 (C2 Proficient) – EF SET o Google AI Essentials Specialization — Google o Getting Started with Tableau — SkillUp o Excel and Copilot Fundamentals — Microsoft o Introduction to Business Analytics — Tableau o Data Analysis with Tableau — Tableau o Excel Basics for Data Analysis — IBM o Data Visualization and Dashboards with Excel and Cognos — IBM o The Art of Negotiation — Singapore Polytechnic ➢ 2024 o Jira Administrator Certification – Atlassian (Wells Fargo) ➢ 2023 o Tableau Desktop and Online Developer Training – Salesforce (Wells Fargo) ➢ 2021 o SQL Training Sessions – Wells Fargo o Future Fluency – Champions (Automation & Data) – Wells Fargo ➢ 2018 o Pro-Elevate: Leading Self — Wells Fargo ➢ 2015 o Microsoft Excel VBA Training – Wells Fargo o Six Sigma Primer – Wells Fargo o Lean Six Sigma – Wells Fargo References furnished upon request