KRISTINE MARIE L. ABELARDO

*** ****** **. ******** ******** Pineda, Pasig City

adjeqq@r.postjobfree.com

Mobile No. 091*-***-****

WORKING EXPERIENCE:

Tata Consultancy Services

January 9 2019 – Present

Panorama Building – 10th Floor Panorama Building 34th Street BGC Taguig Assistant Manager

Manages 15 Advisors for a Utilities account base in the UK Conducting Daily Huddles and Process Updates to the team Weekly coaching on all Advisors and provide them feedback focusing on NPS and QA Administrative tasks such as HR related concerns

JPMorgan Chase Bank N.A. – Philippine Global Service Center May 11 2018 – December 31 2018

Net Plaza Building 31st St. E-Square Zone Crescent Park West, Bonifacio Global City Taguig City 1634 Team Leader – CIB - Account Reference Data

Manages and supports the delivery of a global strategy across Investor Services for the Client Information Model, Client Documentation, Accounts and Entitlements.

Wells Fargo Enterprise Global Services LLC-Phils March 2 2015-January 20 2018

1180 Wells Fargo Drive Mckinley Hills Taguig

Operations Supervisor – Capital Markets Title Operations from May 1 2016 to January 20 2018

From 5 team members to 10 team members in a span of 1 year and 2 months. Giving guidance to all my team members in terms of their functional and behavioral goals.

Conducting weekly coaching, monthly connect sessions, pre-shift huddles, focusing on their individual development as they aim to reach their goals in becoming people managers.

Presenting with our onshore partners the performance of the team from the prior month and weekly video conference meetings.

I was also a part of a successful Green Belt Project spearheaded by my manager. My role in the project was to collate all data needed of all Team Members and received and Achievement of Excellence award

Conducting monthly quality check like Call Audits and Loan Checklist Review to ensure that the team members are following what is stipulated in the job aid Administrative/HR Tasks

Loan Documents Specialist 3 – Capital Markets Title Operations Final Document Procurement from March 2 2015- April 30 2016

Handled a mini team which consists of 3-5 team members. Mini Teams were created to ensure that we keep track on their performance focusing on Productivity. Conducts coaching and keep them up to date with their daily target and their MTD performance

Sending out Intraday reports such as Individual Running Stats, Attendance, and Projected Productivity. Ensuring that reports are being sent out in a timely manner and trackers/files are current

Ensuring that each team members are able to manage their inventories by checking how many missed follow ups or untouched defies they still need to work on.

SYKES MARKETING SERVICES INC (formerly ICT MARKETING SERVICES, INC.) July 2007 – December 2014

3/F Worldwide Corporate Center Shaw Blvd., Mandaluyong City Team Manager/Leader from September 2010 until December 2014 I started managing 13-15 new hire team members.

As part of their transition from training to Operations, I provide them updates and refresher/review of the procedures

I was transferred then to Premium Servicing Group (PSG), catering to high end customers and Dealers with 25 Team Members.

Provides assistance to my agents/customers regarding any concern about an account.

coaching session: side by side monitoring, remote monitoring, demo call and gives one on one feedback on performance and creates an open dialogue between me and agents –

Cascade important reminders to the team and making the team see the bigger picture.

update our board for their MTD stats

making sure that my team is motivated every day to come to work and give good numbers consistently

helping each team member to be at their best and to step up and take the next level on their career

conducts team huddle

recognize each member's accomplishments

work with other departments, clients in resolving issues Administrative works

filing paper works for my team and making sure that their folders are organized Assist them in any Human Resource or Compensation and Benefits Queries Escalation Representative for Ally Auto Loans from April 2008 to September 2010 Receiving escalated call from our frontline team members whenever the customer would request to speak to a Supervisor

Customer Service Representative for ALLY Auto Loans from July 07, 2007 to March 2008 Answering queries from our Customers regarding their Auto Account such as next payment due, requesting for extension, reviewing their credit/transaction history

Being in the customer service made me understand what the customers are going through especially in their difficult situation. I developed a sense of empathy and urgency and not just hearing the customer but understanding them and helping the customer by giving options that is applicable to their situation and discussing with the customers the possible pros and cons of each option. Being in the customer service is working with the customer and making the customers feel that we value not just their business with us but we value them as a person.

ICT MARKETING SERVICES, INC.

July 10, 2006 to December 20, 2006

19/F RCBC Plaza Tower 2, 6819 Ayala Avenue Makati City 1200 Philippines Customer Service Representative for Washington Mutual (Phone Banker) Answering queries from the customers regarding their bank account ACADEMIC BACKGROUND:

Arellano University, Legarda, Manila - Graduate of BSN Nursing (2003-2006) Passed the Nursing Licensure Exam – License Number: 0409938 College of the Holy Spirit, Mendiola, Manila - Human Resource Development (2001-2002) College of the Holy Spirit, Mendiola, Manila - AB Psychology (2000-2001) CHARACTER REFERENCE:

BARBIE A. ROQUE

TEAM MANAGER

CONCENTRIX

091*-***-****

FREDERICK VILLAFANIA

OPERATIONS SUPERVISOR

WELLS FARGO

091*-***-****

CERTIFICATION:

I hereby certify that the above-mentioned information is true and correct according to the best of my knowledge.

KRISTINE MARIE LIM ABELARDO