Customer Experience Governance Officer with 6 years of banking experience, specializing in Financial Consumer Protection, regulatory compliance, and service improvement. Skilled in data analysis, complaint resolution, and process implementation, with a strong focus on BSP compliance. Led enterprise-wide FCP and fraud awareness training to strengthen organizational capability. Adaptable and committed to driving value in a forward-thinking financial institution.
Overview
7
7
years of professional experience
Work History
Client Experience Center – Governance Officer
Bank of the Philippine Islands, Inc.
Makati City, Metro Manila, Philippines
07.2019 - Current
Collaborates with cross-functional units to review and update customer assistance policies, guidelines, and mechanisms, ensuring conformity with consumer protection standards
Manages the end-to-end complaints data, including Salesforce extraction, review, and analysis for internal and external reporting.
Prepares and present comprehensive reports (e.g., Monthly Complaints KRI, ExCom, Sustainability, BCCR) to senior management and regulatory bodies (BSP)
Provides guidance and inputs to business units on customer protection awareness programs and materials across various channels.
Develops and conducts FCP training & Fraud Awareness for Unibankers and Third-Party Service Providers through classroom sessions, virtual setups, huddles, and health checks to enhance customer service capabilities.
Facilitates conference calls and meetings with various team members and business partners for work assignments.
Review and consolidation of the complaints and transaction count of the Business Units with corresponding action plans for the top complaints, root causes
Implemented robust record-keeping systems that ensured accurate documentation was maintained according to regulatory requirements at all times.
Served as a point of contact for employees seeking guidance on compliance matters, instilling confidence in the organization''s commitment to regulatory adherence.
Sales and Marketing Intern
D.M. Wenceslao Group
Pasay, Metro Manila, Philippines
01.2019 - 04.2019
Demonstrated willingness and interest in learning new tasks and skills.
Conducted market research to identify potential clients and developed tailored sales strategies.
Enhanced overall efficiency by optimizing internal processes related to sales documentation management.
Responded to general inquiries from members, staff and clients via mail.
Supported sales and marketing teams in creation and implementation of marketing campaigns.
Assisted with groundbreaking planning and execution, showcasing company services to a wider audience for increased exposure.
Education
Bachelor of Science - Marketing
University of Perpetual Help System Dalta
Las Pinas, Metro Manila, Philippines
05-2019
Skills
Customer Management & Relations
Collaboration & Teamwork
Technical & Strategic Thinking
Report Storytelling and Visualization
Communication Skills
Administrative Management
Salesforce Management
Database Management
Training Support
Adaptability and flexibility
Training management
Accomplishments
Spearheaded the successful migration of the complaints database to Salesforce, transitioning 2,056 service requests for improved efficiency and tracking
Recognized as Unibanker of the Year – Staff Category for exceptional performance and commitment.
Received the Malasakit Award under the Customer & Marketing Group for outstanding dedication to customer service.
Awarded Best in Thesis – Business Category at the 11th Research Congress for excellence in research and presentation.
Earned the Proficiency Award for Outstanding Thesis, recognizing academic excellence and research quality.
Achieved 100% completion rate in delivering Customer Assistance Officer and Fraud Awareness training programs across the organization.
Timeline
Client Experience Center – Governance Officer
Bank of the Philippine Islands, Inc.
07.2019 - Current
Sales and Marketing Intern
D.M. Wenceslao Group
01.2019 - 04.2019
Bachelor of Science - Marketing
University of Perpetual Help System Dalta
Awards
Malasakit Award (Enterprise wide - Customer & Marketing Group), Unibanker of the Year - Staff Category (Finalist)
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