Sofia Fernandez

SOFÍA FERNÁNDEZ -- www.linkedin.com/in/sofíademallorca78 ENGLISH TEACHER | TUTOR & COMMUNICATION COACH FREELANCE JULY 2024 - PRESENT TESOL, TEYL, TEAL, TEOL certified Design and customise lessons for young adults and mature professionals Focus on both practical and professional application of language English Tutor | Comm Coach- Provide English lessons on various language exchange platforms since during pandemic, engaging in informal teaching settings JP MORGAN CHASE FUND ACCOUNTING MANAGER (ASSOCIATE I) CLIENT FACING MAR 2010 - MAR 2024 Financial Reporting: Prepare daily, monthly, quarterly, annual financial reports for clients and regulatory bodies Client Management: Establish and maintain strong relationships with tiers 1-3 clients in EMEA, ASIAPAC and MENA regions; address inquiries, and offer valuable insights Team Management: Oversee and coordinate processing teams both locally and offshore to ensure timely NAV delivery Audit & Regulatory Compliance: Ensure adherence to regulatory requirements while identifying and assessing potential risks, implementing controls and mitigation strategies to minimise exposure Talent Hiring & Employee Development: Identify potential successors for key roles and design a standardised selection process, including resume screening, interviews, and assessments, to ensure smooth transitions during attrition or promotions. Business English Instructor (Culture and Communication Coach): Taught business English as part of organisational development training for new hires, newly promoted team leaders and managers, focusing on communication/soft skills and cross-cultural understanding. SOFÍA FERNÁNDEZ -- www.linkedin.com/in/sofíademallorca78 EPLDT VENTUS SUPERVISOR | ORGANISATION & DEVELOPMENT TRAINER DEC 2002 - MAR 2010 Team Management: -Monitor the teams’ performance such as call handling time, first call resolution, and customer satisfaction scores; -Schedule and allocate resources including scheduling staff breaks, leaves, and absences to ensure coverage on intervals and high peak volume Employee Training and Development: -Design and deliver training programs to enhance the skills & knowledge, focusing on areas like communication, problem-solving, and product/service knowledge; -Ensure the ongoing relevance and effectiveness of the L&OD initiatives; -Assess the training programs’ effectiveness through pre and post training evaluation -Provide one-to-one coaching and mentoring Compliance and Regulatory Adherence: Ensure adherence to relevant industry standards, legal requirements, and company policies EDUCATION AB MASS COMMUNICATIONS SAINT LOUIS UNIVERSITY BAGUIO CITY, PH JUN 1997 - APR 2001