Manager, NAM Card Services - Centralized Monitoring Team

Contact and Personal Information

Mark Jerome “MJ” Calumpang

Pronouns: He / Him / His

Current Address: Unit 908, Euphrates,

Manila Rivercity Residences, Sta Ana Manila, 1009

Mobile Number: +639********

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

Date of Birth: June 19, 1986

Place of Birth: Zamboanga City

Citizenship: Filipino

Sex: Male

Work Experience

I started working in 2007 in Davao City (IT and Networking), then moved Cebu in 2008 (Billing and Financial Service), and then decided to make it through the hustle and bustle of Metro Manila in 2010 (Banking/Financial Services/Sales/Customer Service/Quality, Risk and Compliance Assessment).

So far, I have 2 certainties about myself. First, I have that innate need to improve myself in so many aspects continuously. And second, I uncontrollably make sure to be kind, to help improve, and to serve others – ultimately magnifying the influence that culture of excellence, producing future effective leaders by imbibing ideologies such as “Power of One”, “Forward Compatibility”, “Being the Best for Our Clients”, and L.I.F.E. (Leadership, Integrity, Fun, Excellence).

Citi Manila

May 2011 - October 7, 2020 Citi Plaza, Uptown, Bonifacio Global City

Manager (North America)

Centralized Monitoring Team NAM Cards Services - Global Consumer Banking

Citi and Vendor Sites Management

Programs: Branded Cards and Costco, Risk Quality, Citi Identity Theft Solutions, Citi Testing Center, Serious Risks.

Scope/Channels: Phones, Chat, Desktop/Mobile Messaging, Queue Work, Social Media.

High Level Focus: Customer Service, Sales and Palette Compliance, Policies and Procedures, Complaints Management, Federal Regulations, Transitions/Migrations Testing, Process Improvements.

*Influences exhibition of excellence by manifesting exceptional behaviors as indicated in the Leadership of Standards for Manager of Self, Others, and of Managers.

*Collaborate, network, support, and engage with other managers/leaders internally and various sites to ensure business goals are met and/or exceeded

*Engage and collaborate with senior leaders/stakeholders, both onshore and offshore sites

*Work with other Citi vehicles (ROHQ, GIDA, CBNA, etc) and entities (CBORC, Consumer Learning, Compliance, Regulatory Control, Quality Assurance, etc) to ensure business sustainability and excellent goals performance.

*ARCM (Assessments, Risk, and Compliance Management

*Transitions/Migration Project

*Hiring, Recruitment, Interviews/Screening

*Training and Certification

*Process Improvement and Enhancements

*Change Management

*LEAN Certification (Apprentice in 2018, Associate in 2019)

*SIX Sigma White Belt; Six Sigma Yellow Belt (July 2020)

Quality Analyst (March 2012 – March 2013)

*Operations’ Support Team in-charge of ensuring excellence in NPS and CSAT; conducts NPS/CSAT clinic sessions (“client-centric collaboration) with teams; generates and sends out analyses (ex. Historical, Seasonal, Targeted) reports (ex. Stack Ranking, Trajectories) to enable the various teams, divisions, programs, and lines of business to meet KPIs.

Officer - US Cards (May 2011 – February 2012)

*Customer service, finance, and client-centric solutions (sales)

CONVERGYS PHILS SERVICES INC

Specialist (September 2010 – May 2011)

*Account: AT&T; Site: Glorietta 5, Makati City

Manager-On-Desk (MOD) (April 2010 – September 2010)

*Manages the entire site’s AHT, Service Level, Average Speed of Answer, Absenteeism, and Staffing Index and Quotient scores; supports production specialists, team leaders, operations managers, program clients

*Account: Sprint; Site: Banawa Hills, Cebu City

Finance Senior Associate (June 2009 – April 2010)

*Account: Sprint; Site: Banawa Hills, Cebu City

STREAM / ETELECARE GLOBAL SOLUTION INC

Technical Support Representative (January 2008 – June 2009)

*Account: Dell Computer Systems; Site: IT Building, Cebu City

CONCENTRIX / LINK2SUPPORT

Technical Support Representative (April 2007 – December 2007)

*Account: Linksys Networking Systems; Site: Lanang, Davao City

Professional Qualifications and Recognition

Citi Manila Manager

2020 CCO Awardee for most number of Process Improvements (Sparks)

2019 Top Manager for Quality and Centralized Monitoring; Spearheaded Targeted Team in-charge of Citi Testing Center, Risk Quality Testing, ICLI/CLI/CFI Monitoring, Citi Identity Theft Solutions Monitoring, and Serious Risks Monitoring

2018 Spearheaded Centralized Monitoring Team for Branded/Costco Cards (Citi North America); Communications Head for Citi PH Pride Network

2017 Best in NPS (recognized by SVPs Jessica Adams, NAM Onshore Director, and Matthew Anderson, NAM Offshore Director)

Writer, CBPS Connect, the official newsletter of CBPS

2016 Best in AHT for Division Aries; Loyalty Award (5 years of Service)

Head of Communications and Marketing Committee, Citi PH Pride Network

2014 Best in Personal Attendance; Best in Sales Compliance

Management Essentials at Citi (September 2014)

Power of One Training (March 2015)

Managing at Citi 1 (July 2016)

Leadership Excellence Achievement Program Training (2016)

Leadership Matters: It Starts With Us (August 2016)

LEAN Certification (April 2017)

Leading at Citi 1 (August 2017)

*Transcript can be provided of other professional achievements upon requests

Convergys

*Certificate of Recognition – October 15, 2010

*Certificate of Participation – Awardees Leadership Assembly – July 10, 2010

*Top Agent Award – 1st Quarter Performance – April 23, 2010

*Certificate of Recognition – September 13, 2009

Dell Certified Systems Expert

*Certification ID numbers 915; 939, 722, 907, 905, 830, 698, 523, 896, 836;

*Master Certification for IDs 9867 (Windows XP/Vista Troubleshooting for Desktop Systems) 2784 (ACS Account Exceptions), 9471 (Case Resolution Frequency), 3460 (Software Dell Connect 2.0), 7931 (Portable Inspiron)

Educational Background

College Graduated With Honors

Ateneo de Zamboanga University,

BS Education (GPA 90.2%)

Major in English, SY 2003 - 2007

High School Graduated Valedictorian

Zamboanga State College of Marine Sciences and Technology,

Laboratory High School, SY 1999 - 2003

Summer Program Batch 10, Magis Class Participant

Ateneo Senior Summer Program, a six-or-seven-week program

Annually held by the Ateneo de Zamboanga University

April – May 2006

Grade School Graduated 1st Honorable Mentioned

SY 1995 – 1999, Baliwasan Central School

SY 1993 – 1995, Tetuan Central School

Awards, Achievements, and Other Milestones as a Student

College Secretary for Peace and Culture, Student Body Organization

Ambassador, PeaceTech Embassy (Aug-Dec 2006)

*Australian Agency for International Development, United Nations Children’s Educational Fund (Unicef); Office of the Presidential Adviser on the Peace Process, Armed Forces of the Philippines, Department of Education, Youth Aid, Assisi Development Foundation

Writer, Art Module: Express Yourself, Democracy Summer Fest (May 2006)

Writer, Western Mindanao Writer’s Workship (National Commission for the Culture and the Arts), Junior Writer SY 2005-2006, Senior Writer SY 2006-2007

32nd Best Team, National Debate Cup; British Parliamentary

3rd Team Placer, Parliamentary Debate, Col. Salipsip Debate Tournament

Best Speaker, Extemporaneous Speech, Col. Salipsip Debate Tournament

Adjudicator, Ateneo Debate Club, Academic Debate SYs 2005-2007

Debater/Speaker, Ateneo Debate Club, Academic Debate SYs 2003-2005

1st Placer, Pen Your Heart Essay Writing Competition

1st Placer, St Ignatius Essay Writing Contest

Senior Member, Self-Actualization Leadership Training 2003-07

Junior Volunteer, National Service Training Program 2003-06

Junior Volunteer, Gender Task Force 2003-06

Volunteer, National Citizen’s Movement for Free Elections

Member, Youth for Christ

Member, College of Education Dance Troupe

White Belt, Judo

High School 6th Placer, Regional Math Olympiad

Recipient, Gloria Macapagal Arroyo Leadership Award, Jaycee’s Youth Leadership Award, Golden Bell Leadership Award

Auditor, Student Body Organization SY 2002-2003

President, Red Cross Youth Council SYs 2001-2003

President, Dance Troupe 2002-2003

Vice President, Society of HIV/AIDS Peer Educators

Alpha Company Commander, Citizen Army Training

Senior Volunteer, Stop DEATH (

References:

Carmela Caducoy

Subject Matter Expert, Citi Identity Theft Solutions, Centralized Monitoring Team

+63-917-***-****; ***.*******@****.***

Krimsy Lagante

Subject Matter Expert Citi Serious Risks, Centralized Monitoring Team

+63-998-***-****; ******.*******@****.***

Red Gabisay

Quality Analyst, Risk Quality, Centralized Monitoring Team

+63-998-***-****; ***.*******@****.***

Phi Garcia

Senior Manager, Fraud Early Warning, Centralized Monitoring Team

+63-939-***-****; ***.******@****.***

Christie Noriega

Assistant Vice President, USCBO Compliance and Control Quality Manager

+1-520-***-****; ********.*******@****.***

Lizbeth Torrea

Assistant Vice President, Citi NAM Quality/Centralized Monitoring

+63-927-***-****; ***.******@****.***

Contact this candidate