Daniel Trajano
Operations Manager Unsecured Cards
Quezon City
Summary
Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Certificates:
Lean Competency Certified 2023
Opex Certified VSM and VDP Certified 2021 and 2022
Six Sigma Yellow Belt 2018
IELTS 2012
Future Skills: 2020-2021
Interview skills
negotiation skills
Growth Mindset
LEAN
Achievements:
Icons award for FLM Toolkit(2023)
Best AMO (2022)
Best Team (2021)
Top Performer, Role Model (2023.2022,2021,2019,2017)
Red Ribbon Award (2014-2015)
Blue Ribbon Award (2014-2015)
Overview
17
17
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Operations Manager for Unsecured Lending
HSBC
11.2022 - Current
- Ensuring the teams are able to deliver consistent OOE
- Ensuring the team is operating under the governance framework of the GSC
- Conducting final interviews
- Actioning BIA/BCP/Helios/CMA
- Handled US Disputes, CA card maintenance and ACDV
- Worked effectively in fast-paced environments.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Facilitated smooth collaboration between departments through clear communication channels.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Handled AU MBS, AU Disputes, AU Card account maintenance, AU card investigations, NZ MBS and PH Disputes
AMO
HSBC Electronic Data Processing
01.2020 - 11.2022
- Ensuring the teams are able to deliver consistent OOE, Handling escalations, Coaching, Ensuring Icats and LMS entries are correct, Ensuring the team is operating under the governance framework of the GSC, Assisting with MO tasks, Conducting final interviews, Assisting BPC with OPEX tasks, Conducting VDP in absence of BPC, Creating and presenting governance decks, Driving self development programs, Assisting with BIA/BCP/Helios/CMA, Call listening, QA audits
- Handled US Disputes, CA card maintenance and ACDV
- Worked effectively in fast-paced environments.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Recons/Premier VDC/RAMO
HSBC Electronic Data Processing
01.2019 - 01.2020
- Balancing internal accounts, Handling complex dispute cases, Raising disputes for premier customers both debit and credit, Taking in call for Premier Disputes, Ensuring VMB is accurate, Assisting in AMO functions
RAMO VDC
HSBC Electronic Data Processing
01.2018 - 01.2019
- Assisting in AMO functions, Handling complaints, Training new hires, Ensure process is updated
CSR-VDC
HSBC Electronic Data Processing
01.2016 - 01.2018
- Resolving consumer disputes for debit cards
SME
Teletech, Holdings Inc
01.2014 - 01.2016
- Providing site support, In charge of creating stat reports and performance updates, Responsible for handling team Talk Time and Refunds, In charge of taking escalation calls
CSR
Teletech, Holdings Inc.
01.2014 - 01.2014
- Handling customer concern, Building up customer relation
Self-employed
Surf n` Stuff Internet Shop
01.2007 - 01.2011
- Computer Rental/troubleshooting, Assisting customers, PC troubleshooting, Cashier
HR Assistant
Jaca Construction and Management Corp.
01.2010 - 01.2010
- Organized personnel files, Created soft copy of personnel files, Assisted benefits officer
Game Tester
Level Up Games INC
01.2008 - 01.2008
- Tested new games, Search for bugs, Checked game features, Input on marketability
Education
Bachelor of Science and Information Systems -
Informatics International College
04.2010 - 05.2013
Bachelor of Arts in Behavioral Science - undefined
University of Santo Tomas
04.2006 - 05.2008
Skills
Workflow Optimization
undefinedTimeline
Operations Manager for Unsecured Lending
HSBC
11.2022 - Current
AMO
HSBC Electronic Data Processing
01.2020 - 11.2022
Recons/Premier VDC/RAMO
HSBC Electronic Data Processing
01.2019 - 01.2020
RAMO VDC
HSBC Electronic Data Processing
01.2018 - 01.2019
CSR-VDC
HSBC Electronic Data Processing
01.2016 - 01.2018
SME
Teletech, Holdings Inc
01.2014 - 01.2016
CSR
Teletech, Holdings Inc.
01.2014 - 01.2014
Bachelor of Science and Information Systems -
Informatics International College
04.2010 - 05.2013
HR Assistant
Jaca Construction and Management Corp.
01.2010 - 01.2010
Game Tester
Level Up Games INC
01.2008 - 01.2008
Self-employed
Surf n` Stuff Internet Shop
01.2007 - 01.2011
Bachelor of Arts in Behavioral Science - undefined
University of Santo Tomas
04.2006 - 05.2008
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