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Juvine Grace De Guzman Badong

Process Re-Engineering
  • Ideal project length 6+ months
  • Location Remotely (meetings possible)
  • Available from 1st September

Has the ability to work under pressure. I work independently as well as part of a team. Has the Knowledge and experience in process re-engineering. I have a strong people management skill. One of my advocacies within my group is career development. I have a solid 12 year background with the BPO industry. 

Skills
  • JavaScript
  • PHP
  • HTML/CSS
  • C++
  • MacOS
  • Photoshop
  • App Store
  • iOS
Work
Experience

ESL Online Teacher

51 Talk · May 2016 - Aug 2016

Teaches Chinese students online

Mortgage Virtual Assistant

FundSource LLC · May 2019 - Present

Do Outbound calls for prospect leads

Scheduling

Ordering Documents

Data Entry

Content Writing about Chrome Add on Feature

Alex Veloria (Fixed Contract) · May 2019

Data Management Insights Data Integrity Consultant 3 QA Supervisor

Wells Fargo · Nov 2018 -Mar 2019

Audit sampling and Allocation. Do coaching sessions to QA Analysts for performance improvement. Creates Business proposals and presents to upper management.Recommend process improvement to operations and to newly established QA process within DMI (Wholesale Banking)

HL Manila Loan Admin and Investor Services QA Supervisor (MB)

JP Morgan Chase · May 2015 - Nov 2018

Do coaching sessions to QA Analysts for performance improvement. Creates Business Review and presents to upper management. Handle 2nd Level Disputes. Recommend process improvement to operations. Take part in creating audit checklist on every new function within ISLA Department. Support QA Team which handles Voice and Non Voice functions. Leading QA migrations from US to Manila. Interview and hire potential candidates

Executive Assistant to VP

JP Morgan Chase · (May 2015 - Jun 2016

an additional task for 1 year since there was a problem with FTE capacity planning hindering the management to add 1 more headcount for the EA role. EPurchase tasks. Calendar and Email Management. Setting meetings. Managing events. Procurement Management. Guest Management. 

HL Manila Loan Admin Ops Supervisor (MB)

JP Morgan Chase · Aug 2013–April 2015

Conduct coaching to people for performance improvement. Create Business Review and presents to upper management. Audit the output of the team 100%. Monitor utilization and attendance percentage of the team. Contribute to process improvement. Hire and train new hires.

HL Manila Loan Admin Ops Team Leader (MB)

JP Morgan Chase · Apr 2012–Jul 2013

Conduct coaching to people for performance improvement. Create Business Review and presents to upper management. Audit the output of the team 100%. Monitor utilization and attendance percentage of the team. All tasks are being approved and mandated by the Supervisor.

HL Manila Loan Admin Quality Assurance (MB)

JP Morgan Chase · Jan 2012-Mar 2012

Audit Indexing function (Sorting of images in I-vault) task. 

HL Manila Loan Admin Quality Assurance (MB)

JP Morgan Chase · Dec 2010 –Dec 2011

Audit Manila HE Fulfillment and HE KANA (Customer Request Management). Facilitate calibration and training sessions with agents, auditors, supervisors and managers (US Counterpart and Manila). Set up checklist and helped polished the process for HE Manila Fulfillment and HE Kana. Create MTD/YTD (RCA) reports (excel and power point file).

Customer Care Professional CRM (MB)

JP Morgan Chase · Jul 2009 –Dec 2010

Process Home Equity Fulfillment Manila functions. Answer HE KANA emails. Facilitate SBS training with the new hires for Team HE. Help identify process gap within the function’s operational procedure. Do outbound calls for call back requests from mortgage customers.

Customer Care Professional (MB)

JP Morgan Chase · Jun 2008 –Jul 2009

Payment Information and customer verification Prime/HE accounts. Re-routing calls to the right department (Auto Finance, Card Service and Home Lending). Perform change of address request for mortgage account. Cross-trained for prime mortgage calls.

Technical Support Representative

Teletech Business Services · Sept 2007 - March 2008

Service DSL Verizon US customers to address their technical concerns.

Education

Lyceum of the Philippines University - Bachelor of Science in Business Administration Major in Opera

Graduated May 2017
Other
Core Competencies
▸ Client Focus ▸ Detailed and Organized ▸ Fostering Teamwork ▸ Managing Change ▸ Decision Making ▸ Strategy Development ▸ Project Management ▸ Risk Management ▸ Quality Management ▸ Web Research ▸ Recruiting Talent ▸ Executive Assistance
Trainings
▸ Coaching for Excellence ▸ 7 QC Tools ▸ First Time Quality ▸ PSTT ▸ Harvard Mentoring Management ▸ Introduction to AGILE ▸ Introduction to Glide Path ▸ Introduction to Macro ▸ Excel Trainings ▸ Introduction to Lean Six Sigma
Projects and Initiatives
▸ EPIC Quality Tool Enhancement ▸ Manila QC Charter ▸ Manila QC Procedure ▸ QC Function Migration ▸ COG Review Utility Tool BRD

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