Mary Rose Valonda

MARY ROSE VALONDA Address: Mobile: E-mail: 21 F.Calderon St., Project 4, Marilag, Quezon City, Philippines 1109 -- SUMMARY OF QUALIFICATION            Experienced manager with 10 year of expertise in the field of Credit & Risk Operations Extensive knowledge in Card Operations for the Banking and Finance Industry Ability to interact with diverse populations on a regional and country specific basis Exceptional analytical, social and interpersonal skills Organizational and Strategic Planning Performance management Coaching Detail and result-oriented High sense of motivation and ability to positively influence others Takes ownership and accountability over problem resolution Proficient in Microsoft Applications (Word, Excel, PowerPoint, Outlook) RG 146 Certified PROFESSIONAL BACKGROUND Enquiry Manager & Travel Planner     Handle incoming travel and accommodation booking enquiries Deals with enquiries such as calling existing members of the Travel club to discuss their future travel plans Perform in a pro-active manner displaying initiative and ownership with relevant and accurate information being given in a timely manner Proven ability to create international travel arrangements including air, hotel and ground transportation Virtual Assistant / Executive Assistant CEO from Singapore (Part time)       Sept 2017 – Present Jan 2016 – Sept 2017 Calendar/Meeting Management - Manage and coordinate diaries and schedules with internal and external stakeholders on behalf of the executive Email Management - Screen, respond to and/or action emails as necessary Travel Management - Arrange the flight and hotel accommodations of the executive, and other logistical requirements (VISA, transfers, etc.) Expense Management - Track and submit expenses for reimbursement or payment requisition and adhering to monthly deadlines Events Management - Assist in setting up the logistics (venue, catering, electronic equipment) of the event and coordination of invites and monitoring RSVPs Timesheet Management - Track, enter and submit the worked hours of the executive and adhering to weekly deadlines   Telephone Management - Relay accurate and detailed messages, and action or transfer calls to the executive as required Client Relationship Management - Build relationships with clients and their EAs, update and maintain client lists using EY’s database, and track information and report on clients and/or markets Editor-in-Chief from New York (Part time)            Filing expense reports Fulfilling book orders Fulfilling merchandise orders online Managing comments on articles on various sites Light social media work (posting articles, publishing my content, etc) Light editing of articles Managing email inbox (sending TL;DR summaries, responding to various emails, etc) for multiple inboxes Keeping my calendar up to date Booking travel and putting together itineraries Sending out invoices using XERO Sorting photo and video files from TV show, video blog, photo albums, etc CITIGROUP - OPERATIONS MANAGER SHARED SERVICES July 2005 – Jan 2016 CITIGROUP – OPERATIONS MANAGER - BUSINESS TRAINING AND COMPLIANCE (April 2015 – Jan 2016)  Manages required service levels and performance goals of assigned support staff  Evaluates subordinates' performance and makes recommendations for terminations, promotions, movements to other programs, etc  Ensures adequate staffing and sufficient capacity and escalating any concerns related to this to management  Recommends new work procedures / recommend solutions / provide suggestions for product and process development  Deals with variable issues with potentially broader business impact  Liaise with Relationship Managers  In-depth understanding of the critical KPIs  Manage team of Training and Quality Assurance Officers to develop training and quality initiatives that incorporate theories of Adult Learning, interactive training techniques and assessment tools that enable Credit Ops officer to exceed expectations  Plan, direct and supervise the work activities of the training and quality team  Create and analyse training and quality reporting to support business needs and initiatives  Coordinate with Operations Managers to interface training and quality assurance issues  Validate and verify data collection procedures and formats  Provide leadership and guidance for Training and Quality Assurance Team  Ensure all changes to processes are communicated, documented and implemented CITIGROUP – CREDIT INITIATION OPERATIONS MANAGER (August 2010 – March 2015)  Plan and execute processes and initiatives to meet KPI goals in accordance with the program’s objective.  Ensure all the activities of Operations comply with the ethical standards and relevant acts.  Coaching and empowering team members to perform all aspects of the job.  Monitor, evaluate and address all aspects of the team’s performance against set goals using the available measuring tools and resources.  Ensure strong and solid execution of discipline and performance management policies.  Heavily involved and take charge of overall communication strategies for initiatives and policy changes in Operations.  Conducts structured and effective UM/TL huddles and coaching sessions to drive overall performance.  Clearly communicate performance and behavioral expectations to UM/TLs and provide ongoing feedback against performance expectations including regular performance reviews.  Address below standard performance through coaching and counseling.    Assist to recruit new team members who possess the skills to fit with the current business needs. Manages all voice functions starting from Verifications (responsible in verifying customer information such as income, address and employment details), Credit Approvals (responsible in manual underwriting of commercial credit card applications for Citibank Onshore account) and Credit Limit Increase requests (processing requests for increasing credit limits of customers and request to upgrade or downgrade existing cards or switch product) for the whole Credit Acceptance Unit Oversees the overall unit performance. CITIGROUP – CREDIT INITIATION SUPERVISOR (November 2008 – August 2010)  Managedboth Inbound and Outbound Verifications Team.  Manages all aspects of staff performance providing regular evaluation and mid-level management coaching.  Initiate process improvements to meet business needs.  Administer training programs for staff in regard to all aspects of workplace performance and professional development.  Supports in the setting and achieving of strategic and organizational goals.  Responsible for recruiting, orienting, training and supervising staff handling diverse functions.  Preparation of MIS and special reports required by the organization.  Accountable in doing Entitlements review, preparation of expenses/supplies and P2P requests.  Organized stress relief activities and employee engagement departmental activities.  Spearheaded Audit and Risk Review team responsible in assessing effectiveness of existing internal and external controls and its consistency with the company’s goal and objectives.  Daily brainstorming to innovate certain strategies that may help the unit in processing applications more effectively.  Analyzes call barges by the Quality assurance to guarantee the accuracy of review. CITIGROUP – CREDIT INITIATION APPRENTICE SUPERVISOR (July 2007 – November 2008)  Administer Day 2 review and regularization of applications mishandled.  Responsible in assessing weekly and monthly performance evaluation, coaching, training and mentoring new staff.  Handled monitoring review to ensure call quality  Served as Change Management Officers for Unsecured Credit Acceptance unit. CITIGROUP – CREDIT INITIATION CREDIT VERIFICATION OFFICER (July 2005 – July 2007)  Performed credit check and employment verification for new to bank applications as well as the preassessment of credit worthy applicants.  Responsible for mentoring new members and trained staff to handle new process designed to increase business opportunities.  Has performed administration work for the team and has specialized in Citibank’s Personal Installment Loans in 2006.  Has also participated in Citigroup’s Continuity of Business test for 2007 and has been chosen to become a tester for the new system that was implemented in the Credit Operations department in 2008. VOCATIV SYSTEMS INC. – CUSTOMER REPRESENTATIVE (June 2004 – June 2005)  Responsible for providing customer service through billing and collections, troubleshooting, account information and modification and general customer support. ATHENA e-SERVICES – ABSTRACTOR (September 2003 – March2004)  Responsible for abstracting real estate lease contracts from U.S. based clients using a Web –based application software. TRAININGS &SEMINARS ATTENDED       Leading at CITI 2 Managing at CITI 1 Advanced Microsoft Excel 2007 Program Leading at CITI 1 Cross Sell and Excalibur Training Tier 2 - Generic, Cash & Deposit Taking & General Insurance (May 2014) (October 2013) (August 2011) (August 2011) (August 2011) (February 2011)         Leadership Seminar Workshop on Appraising Performance CITI Leadership on PerformanceManagement Facilitating Team Development Time and Stress Management Advanced Excel Training Coaching For Results Training to Achieve Customers’ Trust (November 2009) (May 2009) (July 2008) (April 2008) (March 2008) (December 2008) (September 2007) (November 2006) EDUCATIONAL BACKGROUND TRINITY COLLEGE of QUEZON CITY  Bachelor of Science in Business Administration major in Management (1998 – 2002) ST. PAUL COLLEGE of SAN RAFAEL BULACAN  Secondary Education, High School (1994 – 1998) ADHOC TASKS / ACTIVITIES      Credit Operations Billing Citigroup – Social Committee Member Citigroup – CITI Global Community Day Citigroup – Strategic Priority on Hiring and On boarding Citigroup – Newsletter Committee Member CHARACTER REFERENCE Available upon request