Summary
Overview
Work History
Education
Skills
Timeline
Generic
Catherine Santos

Catherine Santos

Cainta,Rizal

Summary

Dynamic training professional with over 27 years of experience in regulated industries, specializing in onboarding, process improvement, and compliance-driven learning programs. Recognized for delivering high-impact training initiatives, mentoring staff, and enhancing documentation and client communication processes to boost quality assurance and operational efficiency. Proven leader in fostering collaborative learning environments and driving continuous improvement efforts. Currently pursuing a Master's in Educational Administration at Ateneo de Manila University, focusing on instructional leadership and adult learning to elevate organizational training strategies.

Overview

17
17
years of professional experience

Work History

Insurance Processor

Reliant Insurance Services
11.2019 - 11.2024
    • Facilitated effective onboarding programs to equip new hires with a clear understanding of company policies, procedures, and workflows. Provided hands-on mentorship to support skill development and compliance adherence. Leveraged daily operations—such as insurance quoting, documentation, and audits—as real-time coaching opportunities to reinforce best practices. Maintained training materials and records, modeled professional communication across internal and external stakeholders, and integrated branding and service insights into training content to elevate communication standards and operational excellence.

Training and Quality Assurance Manager

Next Click Partners
10.2023 - 08.2024
    • Designed and delivered comprehensive training programs to support successful onboarding and process adoption, ensuring procedural accuracy and knowledge retention. Facilitated interactive training sessions and FGDs that encouraged collaboration and critical thinking. Conducted quality assurance reviews and used performance data to close training gaps and raise standards. Developed process improvement proposals and integrated them into learning content to drive operational efficiency. Collaborated closely with Operations Managers to align training initiatives with business goals and team performance needs.

Senior Client Services Officer

S&P Global Philippines
05.2017 - 08.2019
    • Oversaw workflow and task allocation to ensure balanced team performance and timely completion, reflecting strong training coordination and tracking skills. Facilitated virtual client training via WebEx, demonstrating instructional expertise and adaptability to digital learning environments. Managed diverse client accounts through Salesforce, handled complex service issues, and used real cases to develop practical training simulations. Analyzed CSAT data to assess service quality and refine training strategies, while collaborating with cross-functional teams to align learning initiatives with business goals.

Client Support Officer

CEIC Data Company Ltd.
08.2016 - 04.2017
    • Provided global support through data analysis and research, leveraging insights to create data-informed training content and enhance employee research skills. Delivered basic technical troubleshooting and platform guidance, simplifying complex systems for end-users. Collaborated with Account Managers to ensure client satisfaction, modeling service standards in training. Authored internal Knowledge Base content and supported user migration, Beta testing, and product upgrades—contributing directly to training resources and system rollout education.

Payments and Cash Officer

ANZ Global Services and Operations Inc.
07.2011 - 07.2015
    • Led onboarding and operational training for new hires, simplifying complex processes into structured, accessible learning. Recognized as a Process Improvement Champion for enhancing workflows and aligning training with performance goals. Promoted to Verifier and Cancellations Officer, ensuring accuracy in international payment processing and managing high-level communications with global stakeholders. Experienced in SWIFT transactions, quality assurance, and compliance—skills applied to training on financial systems, documentation, and client-facing communication.

Mortgage Officer

JP Morgan Chase Bank, NA.
01.2008 - 01.2010
    • Served as Training and Floor Support Officer for new hire nesting programs, providing hands-on coaching and performance support. Recognized consistently for excellence in Quality Assurance and Customer Satisfaction. Achieved top sales in credit cards, home equity products, and protection plans—demonstrating strong communication and client engagement skills. Handled mortgage account servicing, payment processing (Credit Card, ACH, Direct Debit), and escrowed accounts for property tax and insurance. Resolved complex cases involving mortgage payoff, post-payoff issues, loan assumptions, and legal concerns—experience used to inform training in compliance, customer service, and financial procedures.

Education

Master in Educational Administration (M EdAd) -

Ateneo De Manila University
Quezon City
08-2028

Master in Business Administration (MBA) -

Colegio De San Juan De Letran
Calamba Laguna
01.2005

BS Commerce - Economics

University of Santo Tomas
España, Manila
01.1997

Skills

  • Continuous improvement
  • Quality assurance management
  • Document control
  • Quality systems
  • Attention to detail
  • Employee training
  • Operation Monitoring
  • Relationship building
  • Employee supervision
  • Quality assurance background
  • Presentations

Timeline

Training and Quality Assurance Manager

Next Click Partners
10.2023 - 08.2024

Insurance Processor

Reliant Insurance Services
11.2019 - 11.2024

Senior Client Services Officer

S&P Global Philippines
05.2017 - 08.2019

Client Support Officer

CEIC Data Company Ltd.
08.2016 - 04.2017

Payments and Cash Officer

ANZ Global Services and Operations Inc.
07.2011 - 07.2015

Mortgage Officer

JP Morgan Chase Bank, NA.
01.2008 - 01.2010

Master in Educational Administration (M EdAd) -

Ateneo De Manila University

Master in Business Administration (MBA) -

Colegio De San Juan De Letran

BS Commerce - Economics

University of Santo Tomas

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Catherine Santos