Virtual Assistant Quality Assurance
Resume:
ARNOLD PESTANO CORTEZ
Better Living Subdivision, Paranaque City
Tel. No. 095********
Email: ************@*****.***
Results-oriented Commerce graduate with a Marketing specialization. Skilled in resource optimization, problem-solving, and team collaboration. Proven ability to deliver creative solutions and achieve project goals
PROFESSIONAL EXPERIENCE
PHILIPPINE BANK OF COMMUNICATIONS
G&F Partners Building
139 H.V. Dela Costa Street
Makati City
Data Privacy Officer (January 16, 2024 – June 30, 2024)
Demonstrated expertise in regulatory compliance and internal policy adherence.
Oversaw compliance with BSP MORB Circulars and other relevant regulations.
Contributed to a positive customer experience by fostering a culture of information security and customer-centricity.
Provided valuable support to the Customer Service Head in meeting regulatory obligations.
Quality Assurance Manager (February 14, 2014 – Jan 15, 2024)
Demonstrated ability to utilize customer feedback to drive continuous improvement.
Successfully implemented strategies to improve call quality metrics and customer satisfaction.
Identified and addressed the training and development needs of Customer Care Officers.
Ensured a high level of product and service knowledge among customer care personnel.
Streamlined customer engagement processes to improve efficiency and customer experience.
Implemented a robust quality assurance process to ensure adherence to regulations and policies.
Provided effective coaching and feedback to improve performance.
Established a process to ensure compliance with bank regulations and policies.
CITIGROUP BUSINESS PROCESS SOLUTIONS
24F PBCOM Tower
Ayala Avenue, Makati City
Telesales/Quality/ Training Manager (October 2010 – February 2014)
Exhibited strong coaching and mentoring skills to improve performance.
Provided insightful performance reports to inform decision-making.
Collaborated effectively with the Team Leader to enhance team performance.
Contributed to operational efficiency by fulfilling multiple roles.
Participated in regional initiatives to maintain quality standards.
Ensured team readiness through effective training and certification.
Recommended improvements to training programs to enhance effectiveness.
Supported retail banking operations through training and knowledge sharing.
Implemented innovative performance and training initiatives.
Monitored team sales goals to ensure target achievement.
Pioneered the Citiphone Guam Telesales team and drove sales growth.
Demonstrated strong problem-solving and analytical skills.
Developed and implemented effective incentive programs.
Improved sales performance through coaching and training.
Utilized data analytics to identify opportunities for improvement and implemented effective strategies.
Citiphone Guam Team Leader
Business Compliance Coordinator
Business Recovery Coordinator
(March 2008- October 2010)
Contributed to process improvement and business continuity planning.
Ensured regulatory compliance and enhanced team performance through training and monitoring.
Facilitated effective communication with the business to address compliance issues and updates.
Monitored team performance and took proactive steps to address irregularities and concerns.
Improved customer handling skills by conducting regular coaching sessions.
Resolved escalated customer inquiries to ensure customer satisfaction.
Supported business continuity planning and offsite testing.
Ensured smooth migration of back-end processes to CBPS.
Delivered superior customer service to retain and deepen customer relationships.
Motivated and rewarded employees through effective incentive programs.
Citiphone Guam Trainer/e-System of Knowledge Editor
(May 2007 – March 2008)
Delivered strong training and development skills by providing comprehensive training.
Improved knowledge management by maintaining and updating the System of Knowledge.
Ensured compliance by conducting annual recertification and coordinating with Business Compliance.
Facilitated smooth operations by rolling out training decks for new processes and updates.
Resolved complex issues and effectively communicated with stakeholders.
Citiphone Officer (July 2005 – May 2007)
Ensured optimal ATM performance by monitoring and resolving technical issues.
Provided effective leadership during graveyard shifts and guided team members.
Enhanced team knowledge and skills through comprehensive product training.
Improved team performance by monitoring key metrics and identifying areas for improvement.
Delivered exceptional customer service by providing online support and resolving escalated complaints.
Collaborated with relevant departments to resolve transaction issues.
Pioneered the Guam Team and played a crucial role in handling escalated cases and complaints.
CITIBANK, N.A.
8F Citibank Square Bldg.,
1 Eastwood Ave., Eastwood City,
Libis, Quezon City
Citiphone Officer, Philippines/Guam Bank, and Card Division
(May 2000 – July 2005)
Exercised decision-making authority for day-to-day operations.
Handled credit card and bank account inquiries, complaints, and disputes.
Processed major card transactions.
Provided updates on complex cases to team leaders.
Offered expert advice and guidance to junior officers.
Monitored unit productivity and generated reports.
Actively promoted and sold credit card and bank products.
Resolved customer inquiries and coordinated with relevant departments.
Analyzed and resolved product-related problems.
Collections Officer (September 1999 – May 2000)
Contributed to reducing credit write-offs and maintaining delinquency levels.
Actively pursued collections, conducted thorough investigations, and negotiated favorable terms.
Processed penalty reversals and reinstatement/renewal requests efficiently and accurately.
Mitigated risk by monitoring accounts for fraudulent activity.
ASIANBANK CARD PHILIPPINES
San Miguel Properties Building
Ortigas Center, Pasig City
Account Analyst (September 1997 – September 1999)
Demonstrated strong communication and persuasion skills by contacting delinquent customers.
Successfully developed and proposed debt restructuring options to assist customers.
Performed strong risk management skills by identifying and escalating high-risk accounts.
CITIBANK, N.A.
8F Robinson’s Galleria Corporate Center
Quezon City
Credit Card Documentation Staff and Pre-screener/
Credit Officer (January 1994 – August 1997)
Ensured accurate and timely processing of credit card applications.
Led the team in verifying foreign national documents to ensure compliance.
Supported credit card investigations to mitigate credit risk.
Maintained organized records through efficient filing processes.
Conducted thorough document verification to assess applicant eligibility.
Provided valuable insights to management through regular reports.
Streamlined the foreign document verification process for foreign national applicants.
PAC/BBDO WORLDWIDE, INC.
6F Dominion Building, Pasay Road
Makati City
Media Assistant (October 1992 – September 1993)
Negotiated media buys and developed media plans.
Managed media budgets and assigned media plans.
Prepared proposals and communicated with clients.
Implemented and monitored media campaigns.
Coordinated with media suppliers.
Processed media implementation reports.
Managed commercial materials.
Represented the Media Department in corporate meetings.
EDUCATIONAL ATTAINMENT
1988 – 1992 Colegio de San Juan de Letran
Bachelor of Science in Commerce – Major in Marketing
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