Jam Ivy Vera Cruz
Dumaguete City
Summary
Professional and experienced operations leader with strong focus on optimizing branch performance and enhancing customer satisfaction. Skilled in process improvement, team collaboration, and adapting to changing business needs. Known for reliability, fostering cohesive team environment, and driving tangible results. Proficient in managing operational workflows, ensuring compliance, and leveraging problem-solving abilities to meet organizational goals.
Overview
11
11
years of professional experience
Work History
Branch Operations Head
City Savings Bank
01.2024 - Current
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
Customer Advisor Officer
Security Bank Corporation
05.2024 - 12.2024
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
- Guided customers through product selection, offering tailored recommendations based on individual needs.
- Managed customer complaints with empathy and professionalism, resulting in resolved issues and improved relationships.
- Supported sales efforts by providing accurate information about products or services that matched customer needs.
Branch Control Assistant VI
Bank of Commerce
10.2021 - 05.2023
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Assisted manager in all aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
Customer Service Associate V
BDO Unibank
07.2014 - 05.2021
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
Education
Bachelor of Science - Accounting Technology
St. Paul School of Professional Studies
Campetic, Palo Leyte03-2013
Skills
- Branch management
- Data analysis
- Regulatory compliance
- Customer service
- Problem solving
Trainings and Seminars
- 2025 Branch Operations Head Training Program
- 2025 Anti Money Laundering Act and Privacy Act
- 2024 Bank Products & Services Advanced for Officers
- 2024 Signature Verification & Forgery Detection
- 2021 Risk, Compliance, and Audit Awareness Training
- 2021 Signature Verification & Forgery Detection
- 2016 Bank Security
Personal Attributes
- Ethical understanding of right and wrong with proper values orientation
- Able to get along well with other people
- Trainable, adaptable and versatile
- Ability to work under pressure with minimal supervision
- Can work effectively and efficiently
References
Leo Adrian Guinto
Branch Service Officer
Maybank Philippines
0945-687-3437
Princess Jane Alicando
Marketing Officer
BDO Unibank Inc
0995-791-1045
Jun Ann Panaguiton
Reserve Pool Officer
City Savings Bank
0920-403-8294
Timeline
Customer Advisor Officer
Security Bank Corporation
05.2024 - 12.2024
Branch Operations Head
City Savings Bank
01.2024 - Current
Branch Control Assistant VI
Bank of Commerce
10.2021 - 05.2023
Customer Service Associate V
BDO Unibank
07.2014 - 05.2021
Bachelor of Science - Accounting Technology
St. Paul School of Professional Studies
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