April Mae Jumalon

New Manila, Quezon City

Mobile number: +639**-*******

ad08y7@r.postjobfree.com

WORK EXPERIENCE:

Duties and Responsibilities:

1.The Depository & Clearing Corporation (DTCC)

Solution Operations Associate Director

March 2023 – August 2023 (Redundancy)

Oversees daily processing activities, encompassing exception resolution, meeting metrics, and benchmarks, ensuring adherence to controls, conducting audits, managing compliance, and handling risk management tasks.

Utilizes available data to make informed, effective, and timely decisions, while also understanding the impact and implications of those decisions.

Understands the appropriate application of principles, procedures, requirements, regulations, and policies pertaining to specialized business functions.

Encourages and actively promotes continuous improvement of processes and procedures.

Review and enhance the control environment, and identify and implement process improvements.

Ensures that procedures are continually followed and updated.

Effectively communicates complex or technical information to stakeholders and non-technical colleagues in various settings whether it be small or large group settings.

Supervises team performance management, fosters the development and coaching of direct reports and the team through continuous feedback, and creates learning opportunities to support their growth.

Establishes and maintains strong relationships with both internal and external stakeholders facilitating issue resolution, driving process improvement, and minimizing risk effectively.

Executes short and medium-term strategies, ensuring the achievement of divisional goals at the department level.

Oversees development of training plans and delivery to meet staff development targets.

2.Ernst & Young, Philippines

Assistant Manager – Service Management Operations

March 2022 – February 2023

Manages a portfolio of engagements and supports engagement teams by coordinating tasks, conducting research and overseeing projects, and database management.

Gathers relevant client information as required by the engagement team.

Ensures prompt communication of identified problems and exceptions to local country teams.

Responds promptly to stakeholder queries.

Participates actively in weekly calls with engagement heads, providing progress and status updates.

Successfully automated the tax tracker file for 20 countries, savings of 10 hours per month.

Implemented automated invoice validation, resulting in time savings of 6 hours per month and eliminating errors and reworks.

PMO tasks

Performance management

3.Diageo Business Service Centre

Order-to-Cash Processing Super User

January 2017 – May 2017 (Redundancy)

Oversees payment processing, cash allocations, billing, and customer spend activities.

Manages operational reports.

Maintains documentation for financial accounting processes.

Ensures all team members are trained on the required processes.

Update and ensures the team’s understanding of Operational Excellence documents.

Keeps up-to-date with the client’s financial accounting principles and policies, internal control standards, and statutory reporting requirements.

Ensures confidentiality, integrity, and availability of information, records, or processes associated with services provided.

4.Henkel Asia Pacific Service Center (HAPSC)

Accounts Receivable Manager – Key Accounts

March 2015 – May 2016

Oversees Key Customer Accounts and manages overall OTC processes.

Conducts account reviews with Point of Contact (POC) or decision-makers regarding past due balances collection.

Collaborates with regional counterparts to review account status and determine appropriate actions.

Follows up with relevant departments to resolve account-related issues.

Prepares client statements of accounts.

Proactively engages with clients to discuss invoices, address major issues and resolve disputes.

Analyzes major accounts’ outstanding receivables as part of the collection process.

Leads and supervises the team, ensuring achievement of SLAs and KPIs set by the Business Unit.

Assists the Team Manager in executing strategies, achieving goals, and fostering a motivated team.

Monitors performance against standards and develops team members.

Ensures adherence to department procedures and addressing inquiries as needed.

Communicates with Business Units, troubleshooting errors and responding to inquiries when needed.

Ensures timely and consistent collection by the team, resolving or escalating issues when necessary.

Encourages process improvement initiatives.

Ensures timely and consistent application of the Credit Management process.

Reduced accounts receivable from 14% to 8% within 6 months, maintaining stability between 9%-10% in subsequent months with additional accounts.

Also handles other related duties and special projects.

5.Reed Elsevier Philippines Inc.

Operations Supervisor (Credit and Collections)

June 2014 – December 2014

In charge of overseeing a team of 18 collectors.

Manages processes to improve cash flow, meet overdue targets, improve efficiency and boost productivity.

Updates desktop procedures as necessary.

Ensures process compliance with Business Unit controls (e.g., payment terms, write-off/refund requests, disputes, bad debts)

Handles people management functions, oversees operational aspects, and develops personal development plans for staff.

Serves as the main contact within the team for operational issues and escalations.

Collaborates with relevant departments to resolve invoice discrepancies.

Acts as a business partner, fostering strong relationships with internal and external stakeholders.

Engages in day-to-day collection activities and monitors own ledger.

Produces timely reports for monthly reporting and other ad-hoc reports on portfolio performance.

Onshore Training for Process/Knowledge Transfer in India.

6.eData Services Phils., Inc.

Assistant Manager – Billing and Collection

July 2013 – March 2014

Supervises the company’s collection process.

Develops training materials and desktop procedures for the collection process.

Manages invoice creation and payment posting in the system.

Generates A/R Aging Summary Report for the management review.

Addresses client inquiries regarding billing and invoices.

Collaborates with other teams to resolve issues.

Led the semi-automation project for the Operations Department’s Daily Job Record, Productivity Hours, and Productivity Performance.

Spearheaded the automation process to align the systems (Quickbooks and Webbill) for invoices, reporting, and accounts receivable (A/R) activities/transactions.

Determines credit limits for all clients.

Implements sanctions for the production department following company guidelines.

Performs additional duties as assigned by the Operations Manager or Finance Controller.

7. WNS Global Services

Assistant Manager - Collection

Accounting and Finance - Pioneer Account (B2B)

Japanese Shipping Line Account

December 2011 – June 2013

Manages the team to ensure clients’ set standards and expectations are met.

Designs and delivers process training for the Finance and Accounting Team.

Implements and updates the standard operating procedures for the team as necessary.

Monitors associates’ productivity and conducts audits.

Supervises team performance to achieve agreed project goals and targets.

Implements KPIs and incentive programs for the agents.

Ensures adherence to SLAs and KPIs.

Conducts regular team meetings/huddles to set priorities and address any issues.

Coordinates with relevant internal or external teams (e.g. Sales, Cash App Team, Resolution Team) to resolve any concerns.

Manages accounts management and provides prioritization guidance to the agents.

Acts as a subject matter expert and point of escalation to assist collectors in addressing issues, disputes, and stakeholders' concerns during daily operations.

Handles escalations, client inquiries, and special requests from internal and external stakeholders.

Develop strategies to tackle problematic accounts.

Participates in the scheduled calls with both internal and external stakeholders.

Attends weekly Accounts Review calls with the Accounts Receivable Process Manager and Finance Director (client).

Manages reportorial requirements for various stakeholders based on scheduled frequencies.

Implements internal controls and segregation of duties to enhance productivity and resource utilization.

Achieved a significant decrease in accounts receivable from 12% to 5.77% within 7 months of operation.

Conducts regular monthly discussions or as needed.

Prepares performance feedback and appraisals for performance calibration and appraisal.

Handles leave planning, shift scheduling, attendance, and overall staff policy compliance.

8.Accenture

Sr. Billing Analyst /Process Owner

Search Engine Company (Google) – Pioneer Account (B2B)

April 2011-October 2011

Handles A/R billings and adjustments.

Manages AR transactions including billing, financial data analysis, and collections.

Generates repayments for customer overpayments or erroneous payments.

Investigates discrepancies between invoices and customer information requirements.

Provides necessary business unit reporting and other required information.

Ensures the completeness and accuracy of invoices in the AR system whether manually

encoded or through an interface.

Assumes supervisory responsibilities when required.

Billing Controller / Subject Matter Expert

Manufacturing Company-Wine/Liquor (B2B - Diageo)

May 2009 – April 2011

Ensures achievement of client’s SLAs within the specified period.

Processes all requests in compliance with CARM and within the designated timeline.

Ensures timely completion of deliverables and reportorial requirements while adhering to controls (e.g., Daily Task, Weekly and Monthly Reporting, Cancellation and Threshold Report).

Conducts internal audits for each team process to verify control implementation.

Investigates and escalate issues based on the escalation matrix.

Participates in client and operational calls, addressing raised issues and proposing solutions.

Provides one-on-one coaching and performance feedback to junior processors.

Develops desktop procedures and training materials for the process and new hires.

Assumes senior responsibilities including team support, resolving complex issues, planning, and managing internal/external client relationships.

Onshore Training for Process Improvement and Knowledge Transfer for 1 month in Budapest, Hungary, Jul.03-Aug.01, 2009

Credit and Collection Advisor

Acting OIC - Pioneer Account (B2B)

Telecommunications Company-U.K (British Telecommunications)

September 2007 – May 2009

Demonstrates a precise comprehension of bills/invoices based on customer queries.

Effectively identifies, records, acknowledges, and resolves straightforward customer complaints.

Maintains accurate records and complete documentation of all completed tasks.

Handles all customer contacts/communication with a professional, efficient, and effective approach within the agreed time frame.

Conducts training for newly hired advisors to equip them for their roles.

Develops training design /plan for newly hired trainees.

Gained expertise in cross-training for rental charges related to broadband and telephone lines, encompassing billing, issue resolution, and more complex customer queries and complaints.

PROFESSIONAL DEVELOPMENT:

Online Courses: The Complete Agile SCRUM Fundamental Course (www.udemy.com) –

Agile Management (www.udemy.com

Ongoing: SCRUM Master Certification

Other online training courses can be provided upon request.

Skills:

Billing

Customer Service

Client Facing

Collections

Negotiation

Issue Resolution

Order to Cash Processing

Contract Review/Analysis

Transition

Team Management

People Management

Performance Management

Process Improvement

Training

Seminars and training attended to be furnished when needed.

AWARDS AND RECOGNITION:

A-List Nominee (2011):

Business Operator

Operational Excellence

Contributor of the month

EDUCATION:

Asia Pacific College – Magallanes Village, Makati City

Bachelor of Science in Commerce with specialization in Business Management

June 2003- May 2007

GPA: 3.00 on a scale of 4, where 4 is the highest

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