Cristina Serapion
Valenzuela, Metro Manila
Summary
Dynamic branch operations professional with expertise in team leadership and compliance management. Proven ability to implement operational improvements that drive customer satisfaction and optimize workflow.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Branch Operations Officer/Asst. Manager
Metropolitan Bank & Trust Company
06.2022 - 04.2025
- Streamlined daily branch operations to enhance service efficiency and customer satisfaction.
- Managed compliance with banking regulations, ensuring accuracy in all operational processes.
- Monitored transaction processing to ensure adherence to corporate policies and minimize risk exposure.
- Evaluated operational procedures, identifying areas for improvement and implementing effective solutions.
- Coordinated cross-departmental communication to optimize workflow and resolve operational issues.
- Developed and maintained branch reporting systems, facilitating data-driven decision-making.
- Contributed to overall company success by sharing best practices with colleagues at other branches and participating actively in cross-functional initiatives aimed at improving organizational performance on a larger scale.
Branch Operations Officer/Junior Assistant Manager
Metropolitan Bank & Trust Company
03.2018 - 05.2022
- Oversaw daily operations, ensuring alignment with corporate goals and maintaining high standards of service excellence.
- Enhanced customer satisfaction with prompt issue resolution and personalized service.
- Developed strong relationships with clients to foster loyalty and new business referrals.
- Collaborated with other departments to maximize cross-selling opportunities and improve overall performance metrics.
- Balanced daily cash and ATM, immediately documenting inaccuracies.
Management Trainee
Metropolitan Bank & Trust Company
10.2017 - 03.2018
- Management Trainee- Branch Operations Training Program of Branch Operations Officer facilitated by Metrobank Learning & Development Division
Regional Customer Service Representative
Metropolitan Bank & Trust Company
05.2015 - 10.2018
- Temporary replacement for an employee on leave, requires knowledge of bank tellers and new accounts function to ensure continuity of operations for the branches within the area.
Customer Service Representative-New Accounts
Metropolitan Bank & Trust Company
06.2012 - 04.2015
- Responsible for facilitating account openings, ensuring strict compliance with regulatory and KYC standards, and managing customer inquiries. Includes time deposit & UITF handling.
Customer Service Representative-Teller
Metropolitan Bank & Trust Company
03.2009 - 05.2012
- Frontline role focused on executing cash-handling transactions, verifying client signatures, and processing deposits, withdrawals, fund transfers and remittances. Answers customer queries and concerns.
Education
Bachelor of Science - Secondary Education Major in Mathematics
Pamantasan Ng Lungsod Ng Valenzuela
Malinta, Valenzuela City2008
Skills
- Branch operations management
- Time management
- Cash handling experience
- Staff development
- Team leadership
- Operational compliance
- Transaction oversight
- Decision-making capacity
- Productivity
- Customer service
- Excellent work ethic
Affiliations
- Trust Officers Association of the Philippines (Certified UITF Sales Person)
Certification
- AML basic Training
- Customer Protection Policy
- Data Privacy
- Information Security
- Certificate to Operational Risk Management
- Cash Management - Collections & Payments
- Fraud
- Security Awareness
- AMLA Roadshow
- Officers Development Program
Additional Information
REFERENCES: (Person not related by consanguinity or affinity to applicant)
Maritess N. Matias, Branch Head - Metropolitan Bank & Trust Company, Kalaw Hill
09266339355
Elizabeth M. Sta. Maria, Branch Operations Officer - Metropolitan Bank & Trust Company, Commonwealth
09171421835
Rodelyn A. Villarin, Branch Operations Officer - Metropolitan Bank & Trust Company, Edsa Munoz
09271607201
Timeline
Branch Operations Officer/Asst. Manager
Metropolitan Bank & Trust Company
06.2022 - 04.2025
Branch Operations Officer/Junior Assistant Manager
Metropolitan Bank & Trust Company
03.2018 - 05.2022
Management Trainee
Metropolitan Bank & Trust Company
10.2017 - 03.2018
Regional Customer Service Representative
Metropolitan Bank & Trust Company
05.2015 - 10.2018
Customer Service Representative-New Accounts
Metropolitan Bank & Trust Company
06.2012 - 04.2015
Customer Service Representative-Teller
Metropolitan Bank & Trust Company
03.2009 - 05.2012
Bachelor of Science - Secondary Education Major in Mathematics
Pamantasan Ng Lungsod Ng Valenzuela