Customer Service, Office Administration, Banking and Finance, Retail

INMACULADA “CHAI” VELASQUEZ

Msheirib, Doha, Qatar

Mobile Number: +974-******** (Qatar)

Email Address: ****.*********@*****.***

Availability: Immediate

Visa Status: Transferable

Professional Profile Accomplished professional with a proven track record in the academe, banking and retail sectors; combined with a customer-focused approach to business. Having worked across a broad range of diverse industries with extensive commercial and customer service experiences. With in- depth knowledge of business banking products and solutions for customers, strong customer relations management, account management, sales growth in banking and retail sectors, as well as delivery of highly effective business solutions to both existing and prospective customers.

Core Skills:

Academe, Banking and Retail Work Environments

Transaction Processing

Business Development

Customer Service

Complaint Handling

Account Management

Analysis of Customer Requirements

KYC and AML

Developing of Referral Network

Teaching

Sales and Marketing

Experience

Assistant Branch Manager (January 4, 2016 – March 10, 2018) SM Retail – My Shoppinglane Cebu, Corp. (MSCC)

SM Store Seaside Cebu, South Road Properties, Cebu City Functioned as an Assistant Branch Manager (OIC) for SM Retail - My Shoppinglane Cebu, Corp – SM Store Seaside with the tasks of ensuring that daily operational issues are resolved and programs are properly implemented in coordination with various departments. In essence, main focus is on employee engagement and back-office administration.

Work closely with the different departments to efficiently and profitably operate the store

Execute local consumer marketing programs to increase foot traffic and build sales

Ensure compliance with safety and loss prevention policies Monitor sales levels and control Operating Expense (OPEX) Set OPEX budgets and plantilla of the store, regularly monitor monthly performance to identify sources of variances

Implement efficiency store programs/projects

Monitor attendance and manage absences by re-assigning tasks Ensure proper maintenance and upgrade of employee facilities Conduct inspection of the store stock rooms and warehouse to ensure that delivery and storage areas are always organized, secured, and properly maintained

Work closely with Security team to secure operations as well as coordinate with Building Admin to ensure regular preventive maintenance and speedy repair of facilities/equipment Liaise with mall operations to get updates on LGU ordinances or other local developments and resolve any operational concerns Coordinate with mall in order to book mall areas for additional selling activities

Resolve customer complaints as well as employee conflicts Consistently walk the floor to ensure the appeal and overall look of the selling pads

Maintains store environment thru daily inspection of the condition of the store facilities and amenities

Business Manager (January 16, 2013 – January 2016) Bank of the Philippines Islands (BPI) – Cebu Asiatown IT Park branch

G/F TGU Tower, JM del Mar corner Salinas Drive, Lahug, Cebu City Worked as a Business Manager for Bank of the Philippine Islands (BPI) with the task of carrying out the overall branch management such as but not limited to branch operation management, marketing all bank products, custodianship, and cross-selling auxiliary bank products/ services. Handling of clients’ accounts either personal or corporate and leading branch’s initiatives in order to exceed management’s expectations. Exercise authority limit of an officer on all branch transactions singly and/or jointly with another bank officer. Checking and approving of corresponding entries and records for all banking transactions. Marketing basic bank products and cross-selling other auxiliary offers.

Managing overall branch operation

Providing customer-centric and need-based bank offers to existing customers

Offering prospective customers with effective solutions

Providing heartfelt service in order to ensure genuine customer satisfaction and loyalty

Empowering colleagues in translating goals to achievable tangible results

Assistant Manager (July 7, 2011 – January 15, 2013) Bank of the Philippine Islands (BPI) – Cebu Lahug Branch G/F Maryville Condominium, Gorordo Avenue, Cebu City, Phil. Assistant Manager (April 16, 2007 – July 6, 2011)

Bank of the Philippine Islands (BPI) – Cebu Business Park Cebu Holdings Center, Cardinal Rosales Ave, Cebu Business Park, Cebu City, Philippines

Cashiering/CIV Custodianship/CIV Management

Retrieve and review priority and critical reports

Handling of lost ATM cards, passbook, Time Certificate of Deposit, Back-to-Back loan, Stop Payment Order (SPO), Special Instruction (SPIN), returned Bank Statements, insurance of Cash In Vault (CIV), cash overages/shortages, and disposal of mutilated bills

Check and accounting of GL/SL differences, abnormal balances and tempo accounts

With signing authority for both internal and external bank documents and approvals on the different Feeders Applications on issuance of Manager’s Check, Certificate of Time Deposit, and Telegraphic Transfer

Initiating sales negotiation and cross-selling of all bank products

One of the Cebu Area Tecky officers in charge of bank’s re- baselining project and other technology-related endeavors College Instructor (June 15, 2001 – June 10, 2006) Cebu Institute of Technology-University

College of Computer Studies

N. Bacalso Ave., Cebu City, Philippines

Over five-year experience providing total service through teaching and training students with network technology, computer concepts, both software and hardware. With knowledge in financial management preparation. Familiar with major accounting systems, office basic responsibilities/tasks, proficient in both accounting-related and word processing software programs. With unique combination of strong technical proficiency, customer service exposure as well ability to manage diverse population of individuals.

Able to handle diverse population of individual personalities and proficient in juggling priorities and meeting deadlines

Subject/courses handled: (i) network technology – structured cabling, workstation configuration, FTP, web server configurations and network troubleshooting (ii) data communication – basic electronic communication, physical layer protocols, error detection/correction techniques, Automatic Repeat request, media access protocol (iii) IT fundamentals and computer concepts (iv) discrete structures (v) quality consciousness, habits, and processes. Examinations

Passed

DOST Undergraduate Scholarship under RA 7687 (March 17, 1997) Civil Service Professional Second Level under PD 907 (March 2001) Education

Graduate:

Masters in Information Technology (ongoing)

University of San Jose Recoletos

Undergraduate:

Bachelor of Science in Information Technology (Cum Laude) Cebu Institute of Technology University

N. Bacalso Ave., Cebu City, Philippines

Scholarship, awards

and other

achievements

SM Retail

Senior Management Development Program (SMDP) Jan. 4, 2016 JC/BPI Cohorts - Harvard Business Publishing

Stepping Up to Management (SUM) Aug. 20, 2015

BPI Officership Training Program (Valedictorian) Mar. 21, 2007 Academic Excellence (Cum Laude) Mar. 20, 2001

DOST Scholar June 1997 – Mar. 2000

CIT Parangal Awardee June 1997 – Mar. 2001

References Available upon request

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