Anna Therese Miro
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Infrastructure Senior Tech Analyst
Citibank ROHQ
2018.07 - 2023.12
- Serve as a single point of contact for Citi clients until the issue is resolved
- Work across organizational touch points to bring the appropriate support groups together
- Inform and update clients frequently with the status and progress towards resolving issue.
- Help to close process gaps, provide recommendation of products or services to better meet client needs.
- Create complex project plans, perform impact analyses solve/work high impact problems/projects, and provide resolutions to restore services Drive Root Cause Analysis (RCA) post restoration of service Design testing approaches, complex processes, reporting streams, and create automation of repetitive tasks
- Review requirement documents, define hardware requirements and examine and update processes and procedures as necessary
- Provide technical/strategic direction and act as advisor/coach to lower-level analysts
- Develop projects required for design of metrics, analytical tools, benchmarking activities and best practices
- Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
- Identified and resolved problems through root cause analysis and research
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
Service Management Project Manager
Accenture
2015.01 - 2018.06
- Responsibilities: Create
- Manage approval, and distribute completed reports within required time frame, in required format, and to the right audience
- End to End understanding of activities performed for assigned client
- In-depth understanding of Project management activities
- Ensures progress, issues and agreements are properly documented and acted upon
- Service Level reporting with the client
- Governance call set up to discuss Performance result
- Review actual performance and control service delivery to meet commitments
- Define service improvement initiative and manage service variation request
- Monitor overall program effectiveness as defined by the strategy
- Planning projects and activities systematically in line with business priorities
- Delivering excellent client service experience
- Ensure the problems are worked and resolved in a timely manner
- Able to propose process improvement ideas which can reduce time, improved accuracy or enhance control.
Manager, CARDS Field Direct Sales
Citibank ROHQ
2014.01 - 2015.12
- Responsibilities: Maintaining up to date knowledge of competitor activity, products and services
- Planning projects and activities systematically in line with business priorities
- 100% implementation of Performance Management guidelines to achieve agent and Team productivity targets
- Partnering with event organizers for possible booth exhibit
- Delivering excellent customer service experience
- Answering product related questions for customers.
Infrastructure Sr. Supervisor (Unit Manager & Tier 1 Phone Team Manager)
Citibank ROHQ
2011.03 - 2014.12
- Responsibilities: Performs functions of a Unit Manager by managing, leading, coaching, developing and evaluating staff of up to 20 agents (FTE & SOW) to ensure that Service Level Objectives (SLO) and performance goals are met across all products supported by Global Customer Service Center
- Handling escalations and outages to positively manage Client Satisfaction Ratings – effective collaboration with global counterparts, 2nd level of support (Tier II), Expert Touch and local site admins to deliver first-rate service
- Creating, evaluating and improving processes to improve operational efficiency while minimizing cost
- Executing process migration and optimization with global counterparts to centralize and improve operation globally
- Gathering/generating reports for operational analysis and provides recommendations to the Senior Management Team
- Helps administer payroll in accordance with company policy and procedures
- Partners with Vendor and Human Resources to screen, interview and hire FTE & SOW
- Perform other duties as assigned.
Team Manager
DELL Account, Telus International Phils.
2007.01 - 2010.01
- Responsibilities: Managed and led a team of up to 15 to 20 Frontline agents (FLA) to ensure that Service Level Objectives (SLO) is met
- Managed a team of new hires (Streamline Agents) ensuring that they are at par with the FLA within three (3) months
- Implemented employee recognition program measurably improving staff morale
- Worked with Service Delivery Manager on Client Relationship Management which includes daily, weekly and monthly meeting with clients
- Helps administer payroll in accordance with company policy and procedures
- Schedules and coordinates team and program activities
- Partners with Human Resources to screen, interview and hire support professionals for contract
- Perform other duties as assigned.
Team Manager
FEDEX Account, Telus International Phils.
2005.01 - 2007.01
- Responsibilities: Manage Team Performance and responsible for overall development of the Team
- Created and maintained agent schedules
- Assigned shift schedules for all agents
- Submitted all standard reports on a timely manner with complete and accurate information
- Created templates and reports for quick and precise reporting and analysis purposes
- Responsible for daily, weekly, monthly reporting for clients review
- Provided analysis on standard reports and real-time monitoring concepts, issues and processes
- Monitoring escalation reports from manila and ensure proper coaching and feedback on the affected agents perform
- Perform other duties as assigned.
Sales Representative
DELL Account, Ambergris Solutions/Telus International Phils.
2003.01 - 2005.01
- Responsibilities: Provides first line phone support
- Accountable for providing a high level of customer service response
- Properly escalate issues that are irresolvable
- Follows prescribed problems resolution and troubleshooting procedures
- Ensures sales target within a day is met
- Ensures that all data collected and logged accurately
- First call, closed sale policy being monitored.
Education
Bachelor of Science -
La Consolation College
Manila 1999.04 - 2003.04
High School Diploma -
Jose Rizal University
Mandaluyong 1995.04 - 1999.04
Skills
Real-Time Adherence
Certification
Six Sigma Yellow Belt Certified, 01/01/2006
References
Available upon request
Training
- Manager Analytics, Accenture, 06/01/2016, 06/01/2016, Collaborate with CIO/CTO to organize learning data from HR, LMS, and evaluation systems. Understand the business needs for the organization and align analytics processes to answer unknown for leaders. Oversee Team analyst who would leverage systems and analytic tools to manipulate and analyze data. Create value in lagging indicators by describing trends in data and communicating information via dashboard and scorecard.
- Global Management Learning (GLMS), Citibank, 01/01/2012, 01/01/2013, Finance Essentials; Project Management; Marketing Essentials; Assessing Performance; Budgeting; Capitalizing on Change; Implementing; Innovation; Implementing Strategy; Improving Business Process; Creating a Business Case; Preparing a Business Plan; Writing for Business; Becoming a Manager; Working with a Virtual Team; Measuring Business Performance; Coaching; Delegating; Developing Employees; Focusing on Your Customer; Fostering Diversity; Giving and Receiving Feedback; Hiring; Keeping Teams on Target; Leading a Team; Leading and Motivating; Making a Presentation; Making Business Decisions; Managing Crisis; Managing Difficult Interactions; Managing for Creativity and Innovation; Managing Upward; Managing Workplace Stress; Negotiating; Persuading Others; Retaining Valued Employees; Running a Meeting; Setting Goals; Thinking Strategically; Managing Your Career; Managing Your Time; eSchedule Planner (eSP) Training [formerlyAspect]; APCMPL - Improper Electronic Communication; "A+ Certification: Core Hardware, Part One"; Anti-Money Laundering, Sanctions and Anti-Bribery & Corruption Training; Global Records Management 2012; Global Training: Data - A Critical Citi Asset 2012; APAC NEMS Training for New Requesters/Contacts; Global Training: Be Smart. Be Secure; Curriculum: Risk and Control Self-Assessment (RCSA) and Operational Risk Training; Fraud Awareness Training for Employees; CSIS ASPAC Security and Fire Safety Awareness Training Program; APCMPL - AML BSP Circular 706 (Philippines); APCMP: Compliance Orientation - Philippines; Course: AP: AML & Countering Terrorist Financing; AP Escalation Policy Training; Anti-Bribery APAC; Securing Our Future
- Six Sigma - Certified Yellow Belt, Telus International Phils., 01/01/2006, 01/01/2006
- Lead Training - Management and Analytics Training, Telus International Phils., 01/01/2005, 01/01/2007, Management Essentials; Problem Solving Process Improvement; Project Management Essentials
Timeline
Infrastructure Senior Tech Analyst
Citibank ROHQ
2018.07 - 2023.12
Service Management Project Manager
Accenture
2015.01 - 2018.06
Manager, CARDS Field Direct Sales
Citibank ROHQ
2014.01 - 2015.12
Infrastructure Sr. Supervisor (Unit Manager & Tier 1 Phone Team Manager)
Citibank ROHQ
2011.03 - 2014.12
Team Manager
DELL Account, Telus International Phils.
2007.01 - 2010.01
Team Manager
FEDEX Account, Telus International Phils.
2005.01 - 2007.01
Sales Representative
DELL Account, Ambergris Solutions/Telus International Phils.
2003.01 - 2005.01
Bachelor of Science -
La Consolation College
1999.04 - 2003.04
High School Diploma -
Jose Rizal University
1995.04 - 1999.04
Six Sigma Yellow Belt Certified, 01/01/2006
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