Nikki Fernandez

NIKKI CABANOS FERNANDEZ SUMMARY Client-focused professional with experience in banking, investments, client servicing, and affiliate/UGC marketing. Skilled in delivering excellent customer experience, managing high-value clients, and creating performance-driven digital content for brands. WORK EXPERIENCE UGC Creator & Affiliate Marketer (Freelance) Nov 2024 - Present Created short-form UGC content for brands across social platforms to drive engagement and conversions. Promoted products through affiliate partnerships using performance-driven digital content. Team Leader - Middle Office Support , Manulife Data Services, Inc. Sep 2022 - Aug 2024 Led middle office operations covering trade support, settlement, cash, and private equity. Ensured SLA/KPI delivery, managed escalations, and mitigated trade and cash risk. Drove process improvements and partnered with technology teams on enhancements. Subject Matter Expert - Middle Office Support , Manulife Data Services, Inc. Jan 2020 - Sep 2022 Executed end-to-end trade support, settlement activities and onboarding. Resolved trade and cash exceptions and managed settlement risk. Supported reporting and process improvement initiatives. Assistant Manager - HSS GC Client Services, HSBC Electronic Data Processing (Philippines), Inc. Mar 2016 - Dec 2019 Led a client services team to meet KPIs/PLAs and deliver timely resolution of high-volume client queries. Reviewed client query data to identify process improvements and efficiency gains. Reduced operational risk through continuous monitoring of procedures and controls. Built strong relationships with key global clients and Hong Kong business partners. Analyzed ~8,000 client transactions to improve service quality and turnaround times. Key Achievements: Nominated for GBM Rising Star Award (Q3). Completed Short-Term Assignment in HSBC Hong Kong, delivering service review presentations to top clients. Led people engagement initiatives and client relationship-building activities. Global Support Executive Middle East And North Africa Trade Processing and Settlements, HSBC Electronic Data Processing (Philippines), Inc. Oct 2012 - Mar 2016 Processed and supported trade settlement instructions to meet cut-off times and prevent failed settlements. Acted as checker and backup maker, ensuring accuracy, timeliness, and risk control. Identified process gaps and updated operational procedures for BAU activities.. Key Achievements: Lean Six Sigma Yellow Belt (4 projects) delivering FTE savings and cost avoidance. Multiple performance awards including GBM Star Award and GSE of the Month. Completed cross-training in Cash Reconciliations and trained new team members. Client Service Associate Level 2, Banco De Oro Unibank, Inc. May 2010 - July 2012 Responsible for Day to day transactions such as processing of cash/ cheque deposit, withdrawals, bills payment received from client and ensure completeness and timeliness of work to meet client’s expectation. Key Achievements: Smart Frontliner of the month (BDO Del Monte Sienna Branch), July 2010 EDUCATION Bachelor of Science in Commerce major in Finance 2006 - 2010 Far Eastern University Cumlaude Final GWA: 1.66 KEY SKILLS Team collaboration and interpersonal skills Analytical and problem-solving abilities Attention to detail and accuracy Written and verbal communication skills Proactive and results-oriented Adaptable to ambiguous situations and shifting priorities Diplomacy and escalation management Office Suite software proficiency Data entry and reporting Organizational and time management skills Customer service excellence Fluent in English