Lean Six Analyst
Resume:
CURRICULUM VITAE
Jennelyn Canoy-Tangpuz
Blk. ** Lot 3 Las Palmas Subdivision,
Caypombo, Sta. Maria Bulacan
Contact No: 091********/099********
E-mail Address: **************@*****.***
EMPLOYMENT HISTORY
Feb. 16, 2020 – Present IT Project Leader/Scrum Master Western Union Financial Services AROC
o Leads the Interactive Voice Assistance Project of Western Union in an Agile setting
o Liaise with different groups (internal and external) to make sure that the Business Goal is met
Nov. 1, 2017 – Feb. 15, 2020 Business Analyst
Western Union Financial Services AROC
o Gather requirements for tool enhancement requests specific to Salesforce o Create stories in JIRA to be used by system developers o Serve as liaison between developers and requestors by conducting calls to discuss requirements
Apr. 16, 2016 – Nov. 1, 2017 Analyst, Project Management Western Union Financial Services AROC
o Plan, implement, oversee and document aspects of a project specific to CARE readiness
o Conduct regular meetings with stakeholders to give project update o Work closely with Overall Project Manager to ensure that CARE is ready to support project
Aug. 15, 2013 – Apr. 15, 2016 Team Lead for EMEA APAC Offline Western Union Financial Services AROC
o Manage, coach and motivate staff members to achieve high performance. o Serve as an escalation point and information source for D2B and EMEA APAC Agent and Consumer Support
o Monitor staff performance to achieve Key Performance Indicators o Support, assist and train Support Specialists in handling difficult customer issues
June 8, 2009 – Aug. 14, 2013 Quality Analyst
Western Union Financial Services AROC
o Conduct Calibration & Call Listening Sessions with the vendor sites. o Performs audits on the evaluations done by the Vendor QAs and local TLs o Evaluate Offline & Online calls/cases for US/EMEA region o Conduct QA talks and trainings as needed
o Generate & Submit weekly & monthly reports
Sept. 13, 2008 – June 7, 2009 Support Specialist Money Transfer Agent Support (MTAS)
Western Union Financial Services AROC
o Handle agent calls from US region
May 3, 2008 – Sept. 12, 2008 Support Specialist
Money Transfer by Phone (MTBP)
VXI Global Solutions/Western Union
Financial Services AROC
o Handle consumer calls from US Region
EDUCATION
2003-2007 Polytechnic University of the Philippines Mabini Campus, Sta. Mesa Manila
Bachelor of Science in Clinical Psychology
1999-2003 San Francisco High School
Misamis Street, Bago Bantay Quezon City
SKILLS AND COMPETENCIES
Language: English & Tagalog (written & spoken)
Operating System: Windows 10
Software: MS Office 2019, ORN, Western Union Software – CSC Package, On Demand, NPM and AS400, Salesforce
ACADEMIC/WORK ACHIEVEMENTS
May 4, 2007
Cum Laude of Batch 2003-2007 with a degree of Bachelor of Science Major in Clinical Psychology
College of Arts, Polytechnic University of the Philippines, Mabini Campus
October 2015
One of the 25 WU Heroes (Awarded during the 25 Years Anniversary of Western Union Philippines)
Western Union Financial Services AROC
December 6, 2015
Extra Mile Award - Beyond the Call of Duty (Nominee) Western Union Financial Services AROC
December 6, 2015
People Leader of the Year - 2015
Western Union Financial Services AROC
TRAININGS/ SEMINARS ATTENDED
September 2013 Leadership Training
October 10, 2014 Presentation Skills Training
March 16, 2016 Ethics Training: Antonia Simpson
May 18-20, 2016 Lean Six Sigma Training (Champion Course)
June 13, 2016 Basic MS Excel Training with Joseph Lanuza
August 6, 2016 Project Management Training
Facilitator: Roderick U. Ramos, MIR, MTM, PMP
UP Information Technology Development Center
March 27-28, 2017 Agile Training
CHARACTER REFERENCE
Norlie Norona
Operations Manager
Western Union Financial Services AROC
Flor Chavez
Project Manager
Western Union Financial Services Philippine Office
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