Mephiboshea Yvan T. Santos

Mephiboshea Yvan T. Santos Taguig, Philippines | - |- Operations Leader | Performance Driver | Process Strategist Dynamic operations leader with over a decade of experience in banking and shared services, known for driving performance, precision, and scalable process improvements. I lead with clarity, coach with purpose, and act fast under pressure, whether solving escalations, streamlining workflows, or managing risk. More than a task manager, I’m a systems thinker who builds teams and gets results that stick. Core Strengths People Leadership & Coaching SLA / KPI Monitoring & Reporting Risk Management & Compliance Escalation Resolution Process Optimization Quality Assurance & Audit Readiness Cross-Functional Collaboration High-Volume Transaction Management Training & Onboarding Strategy Experience Lead Operations Processor Wells Fargo International Solutions LLC – Taguig, PH Mar 2022 – Present Built and launched the Banker Error Corrections (BEC) group in July 2024, achieved zero processing errors since launched and to date. Lead a high-performing team processing financial transactions, ensuring compliance, accuracy, and timeliness on every case. Boosted team quality scores by 20% YoY through regular 1:1 coaching and feedback based on performance metrics. Handled complex escalations, cutting turnaround time by 35% without compromising risk controls. Identified and resolved process gaps, reducing handling time by 15% through cross-team alignment. Regularly act in a leadership capacity: oversee daily capacity, resolve operational risks, and run team stand-ups. Work closely with QA, compliance, and other ops units to keep processes sharp and audit-ready. Account Resolutions Representative Wells Fargo International Solutions LLC – Taguig, PH Jun 2016 – Mar 2022 Resolved critical customer cases with financial impact, maintained a 98% satisfaction score and ranked consistently in the top 3. Served as Subject Matter Expert (SME): led onboarding for 30+ hires and shortened ramp-up time by 25%. Mentored junior teammates and took the lead on knowledge-sharing during major updates and transitions. Delivered clarity in ambiguous cases by navigating complex tools, policies, and platforms with speed and accuracy. Claims Processor / Collections Specialist Angeles, PH Jul 2014 – May 2015 Recovered aged claims by negotiating directly with legal teams and adjusters in the U.S., cut resolution time in half. Studied California Workers’ Comp law to strengthen case documentation and argument leverage. Account Supervisor USHealthmark Global Corp – Angeles, PH Jul 2012 – Jan 2014 Managed a 15-member team in a metrics-driven environment, met or exceeded monthly targets for 18 straight months. Led trainings on U.S. medical billing standards, boosting accuracy and compliance. Partnered with leadership on workforce planning, retention efforts, and escalation protocols. Senior Collections Specialist iQor Clark Philippines Inc. – Angeles, PH Aug 2008 – Jun 2012 Specialized in high-balance collections, consistently outperforming recovery and compliance benchmarks. Worked closely with escalation and compliance units, improving right-party contact success by 18%. Education Computer Science Asian Institute of Science and Technology – Mabalacat, PH 2010 – 2013 Tools & Platforms Microsoft Excel (Advanced Formulas, PivotTables) Salesforce, NICE, Proprietary CRM/Workflow Tools SharePoint, Outlook, Data Dashboards QA Systems & Performance Monitoring Tools