Gianelli Yruma
Team Leader. Quality Assurance Analyst. Fraud Investigator. Teacher
General Trias
Summary
19 Year history in the Business Process Outsource Industry, working on different processes from Customer service, Collections, Fraud Investigation and Quality Evaluation. Proficient in gap analysis, research, end to end review and identifying trends and errors.
Overview
10
10
years of professional experience
Work History
Team Teader
Wells Fargo Philippines
McKinley Hill Bonifacio Global City, Taguig
11.2021 - Current
- Improved personal productivity by 25% using spreadsheets personality created for daily, weekly and monthly reporting.
- Improved current team's schedule adherence by 50% by analyzing data and identifying opportunities for improvement.
- Improved current team's overall performance by 10% by providing consistent coaching on individual areas for improvement and providing skill builder trainings.
- Successfully transitioned New Hires from training to operations with 97% trainees' Quality score during nesting period.
- Coached trainees on productivity which resulted in satisfactory scorecard during nesting period.
- Maintained site's satisfactory Quality Score by being POC for Change Management.
- Maintained excellent attendance record, consistently arriving to work on time.
Quality Assurance Analyst
Wells Fargo Philippines
McKinley Hill Bonifacio Global City, Taguig
01.2020 - 10.2021
- Improved Quality Team's accuracy rate 30% by spearheading updates on 18 process gaps in different review methodologies within Auto Collections space.
- Led successful creation of first version of Enterprise Utility Services Desktop procedure.
- Created Quality Team's process map which is now being used by Quality Managers during their report and by Quality team on daily operational tasks.
- Successfully transitioned new Quality Analysts from training to review proper with 99% trainees' review accuracy rate during nesting period.
- Achieved Exceeds Expectations on annual performance reviews.
Sr. Specialist III - Business Support Quality
J.P. Morgan Chase Bank Philippines
Bonifacio Global City, Taguig
04.2017 - 09.2019
- Achieved 100% accuracy rate month after month on all quality evaluations conducted on works completed by Fraud Investigators.
- Attained Exceeds Expectations annual performance rating for 2 years.
- Aided the site's adherence to regulations by reporting potential abuse and questionable activities.
- Improved site's Quality score by leading calibration sessions with different teams within Fraud Recovery space.
- Improved fraud investigators Quality score by providing coaching notes for team leaders.
- Led the creation of Quality Evaluator Certification process.
Fraud Analyst
J.P. Morgan Chase Bank Philippines
Bonifacio Global City, Taguig
03.2012 - 03.2017
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Interviewed customers and merchants thoroughly, asking appropriate questions to ascertain critical details about each case.
- Provided exemplary level of customer service to customers and merchant representative.
- Gathered evidence, which included recorded and written statements, financial documentation and other materials for examination.
- Summarized all key information regarding investigation into detailed report for recording.
- Initiated charge back on transactions that were deemed suspicious based on published policies and procedures
- Contacted customers directly to notify of transactions deemed not fraudulent and for re-bill.
Education
Bachelor of Arts - Education
04.2001 -
Bachelor of Arts - Digital Arts
04.2001 -
Skills
Team Supervision
Production team motivation
Team leadership and coaching
Quality Improvement
Training implementation
Operations monitoring
Financial Fraud
Dispute Resolution
Effective communication
Fraud detection
Timeline
Team Teader - Wells Fargo Philippines
11.2021 - Current
Quality Assurance Analyst - Wells Fargo Philippines
01.2020 - 10.2021
Sr. Specialist III - Business Support Quality - J.P. Morgan Chase Bank Philippines
04.2017 - 09.2019
Fraud Analyst - J.P. Morgan Chase Bank Philippines
03.2012 - 03.2017
Taguig City University - Bachelor of Arts, Education
04.2001 -
University of Makati - Bachelor of Arts, Digital Arts
04.2001 -