Noreen Polistico Jimenez

Noreen P. Jimenez Block 7 lot 41 Villa San Mateo 6 Dulong Bayan II, San Mateo Rizal - |- Summary Of Qualifications Substantial experience and outstanding skills in customer service with 11 years management experience. Generates projects and campaigns to increase process improvement. Strong analytical and problem solving skills leveraged to proactively improve customer journey and customer service processes. Excellent management skills with ability to develop, motivate, coach and manage performance on a team level. Accustomed to working in a fast-paced environment with the ability to think quickly and successfully handle difficult situations. Understands internal control, risk management and quality audit parameters. Experience HSBC ELECTRONIC PROCESSING PHILS INC. March 2022 - Current Customer Experience Manager - US Understands customer psychology through interactions and available MI and then transform the scheme of work to suit operational and customer needs. Continually reviews processes from customer journey standpoint, oversee and recommend strategies to improve quality of service. Reviews, challenges and streamline existing policies and procedures to improve customer experience. HSBC ELECTRONIC PROCESSING PHILS INC. Customer Service and Sales Department Manager -US Responsible in effectively and efficiently managing day to day operations. January 2021 - March 2022 Ensures service levels are met or exceeded, communicate foreseen/ongoing issues impacting service level, creates action plan to mitigate risks. Delivers upon quantitative and qualitative key performance indicators, in line with business strategies and regulatory requirements. Formulate suggestions on how to efficiently utilize departments resources. Responsible for leading, coaching, motivating and developing a group of team managers. HSBC ELECTRONIC PROCESSING PHILS INC. March 2018 - December 2020 Customer Service and Sales Department Manager -CANADA Reports directly to Onshore business partners and in charge of monthly business performance discussion. Responsible in effectively and efficiently managing day to day operations. Ensures service levels are met or exceeded, communicate foreseen/ongoing issues impacting service level, creates action plan to mitigate risks. Delivers upon quantitative and qualitative key performance indicators, in line with business strategies and regulatory requirements. Formulate suggestions on how to efficiently utilize departments resources. Responsible for leading, coaching, motivating and developing a group of team managers. HSBC ELECTRONIC PROCESSING PHILS INC. March 2016 - March 2018 Customer Service and Sales Team Manager- Change Champion STA Understands customer psychology through interactions and available MI and then transform the scheme of work to suit operational and customer needs. Supports the launch of initiatives to ensure consistent and efficient rollout in each site. Identifies opportunities to improve processes, efficiencies and customer experience. Acts as voice of the site to bring forward suggestions, challenges and opportunities related to risks, efficiencies and customer experience. HSBC ELECTRONIC PROCESSING PHILS INC. October 2010 - March 2016 Customer Service and Sales Team Manager- CANADA Responsible for leading, coaching, motivating and developing a team of 12-14 customer service representatives in an inbound high call volume call centre environment servicing various products and proposition. Managing employee related concerns such as retention, absenteeism, morale conflict resolution, employee grievances and under performance in compliance with company disciplinary procedures. HSBC ELECTRONIC PROCESSING PHILS INC. February 2008 - October 2010 Customer Service and Sales Associate- CANADA Responsible for building relationship and account management while resolving customer credit card inquiries in a professional manner. Responsible in achieving individual sales target whilst maintaning quality and compliance requirements. CONVERGYS PHILIPPINES Customer Service Representative -US Responsible for answering billing inquiries for satellite network company based in US. August 2007 - January 2008 ALORICA PHILIPPINES December 2004 - August 2007 Customer Service Representative- US Responsible for answering technical inquiries for entertainment systems with parts and accessories order processing. Education Polytechnic University of the Philippines Bachelor of Teacher Education and Business Administration Undergraduate - Quezon City High School - Reference Fe Ontog - "HSBC ELECTRONIC DATA PROCESSING PHILS. INC" Vice President for Operations- Retail Credit Services- Christopher Casiano - "HSBC ELECTRONIC DATA PROCESSING PHILS INC" HDPP Training Site Head- Jess Sabater - "HSBC ELECTRONIC DATA PROCESSING PHILS INC" Assistant Vice President for Operations- North America-