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Janice Maddatu
Individual Contributor- HSBC Markets And Securities Services
Quezon City
Summary
An experienced banking professional with a background in leading client-facing teams, I am now transitioning into a Virtual Assistant role. I aim to apply my leadership, organizational, and client relationship skills to provide exceptional remote support, streamline processes, and surpass client expectations. I have a strong proficiency in strategic planning, project management, and data administration, with a successful history in both on-site and remote work, prioritizing confidentiality and adaptability across various tasks and industries. My dedication lies in delivering efficient, bespoke client support, optimizing operations, and nurturing valuable relationships. I have a consistent track record of exceeding client expectations and delivering tangible business results, whether working on-site or remotely.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
Individual Contributor
HSBC - Markets And Securities Services
Quezon City
10.2019 - Current
- Executes trades on behalf of clients or the bank itself, ensuring accuracy and compliance with regulations
- Monitors and manages risk exposure related to trading activities, including market risk, credit risk, and operational risk
- Builds and maintains relationships with clients, providing them with market insights and trade execution services
- Ensures compliance with all relevant financial regulations and internal policies, reporting any violations or concerns
- Conducts research and communicates with various stakeholders within the bank, including risk management, legal, and compliance teams, to ensure smooth operations
- Stays up-to-date with global economic and financial news, industry trends, and regulatory changes that may impact trading decisions
- Ensures the proper settlement of trades, including the timely delivery of securities and funds
- Implement risk mitigation strategies to protect the bank's interests and assets
- Collaborate with colleagues in trading, research, and support functions to achieve divisional and organizational goals
- Participate in compliance training programs to maintain a strong understanding of regulatory requirements.
- Collaborated with team members to write and develop innovative strategies that not only met but often exceeded client expectations, resulting in tangible business outcomes.
Management Support Specialist
HSBC
Alabang
05.2018 - 10.2019
- Yr 6 mos)
- Identified and addressed gaps in procedures, policies, and processes to enhance customer experience, quality, and sales performance resulting in a 15% increase in customer satisfaction ratings
- Implemented a streamlined coaching process, resulting in a 20% decrease in average handling time and a 10% increase in first call resolution rate
- Provided strategic recommendations for process improvements which led to a 20% reduction in product defects and an overall improvement of product quality
- Implemented a targeted training initiative, working closely with the operations team, to address identified skill gaps and improve staff performance by 20% within six months
- Developed an innovative coaching program for employees experiencing performance challenges, resulting in a 50% reduction in staff turnover and a decrease of customer complaints by 40%.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Oversaw training and onboarding process for all newly hired employees.
Assistant Manager for Operations -
HSBC - Retail Banking And Wealth Management
Quezon City
05.2009 - 05.2018
- Managed a team of 10-15 employees by establishing clear expectations, providing coaching, conducting regular monitoring and evaluations, and reinforcing performance through periodic reviews
- Implemented mentoring, skill-building, and improvement plans to enhance team performance
- Collaborated with the team to generate impactful ideas forwarded to business owners
- Several of these suggestions and ideas were successfully implemented, resulting in cost savings, improved customer experiences, and increased revenue generation for the bank
- Nurtured employee development by offering counseling and identifying high-potential team members
- Delegated tasks to foster growth and skill development within the team.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
Banking Specialist
HSBC – Retail Banking And Wealth Management
Quezon City
08.2007 - 05.2009
- (1 yr 10 mos)
- Professionally and courteously answered incoming calls from HSBC customers, fostering customer confidence while striving to resolve issues during the initial contact whenever possible
- Consistently delivered on commitments aligned with customers' expectations, ensuring a high level of customer satisfaction
- Conducted comprehensive customer needs analysis and offers value-added products and services tailored to individual customer requirements
- Ensured customers fully comprehend the benefits of these offerings
- Held certifications to handle various propositions, including Premier, Advance, and Retail Banking within Consumer Banking
- Proficient in managing multiple products, such as Cards, Loans, Core Banking, and Mortgages
- Established and nurtured customer loyalty by possessing in-depth knowledge of key products and services, enabling informed customer decision-making
- Took ownership of customer issues and employed a keen understanding of when and how to escalate matters to ensure efficient problem resolution.
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Helped customers prepare documents required to complete transactions and process requests.
Quality Analyst
Teleperformance - Sprint
Pasig City
11.2006 - 05.2007
- Monitored and evaluated over 100 calls per week, adhering to client-specific criteria
- Demonstrated exceptional communication skills by promptly escalating and sharing comprehensive details of monitored calls with clients and the Quality Assurance Supervisor on a daily basis
- Collaborated in weekly calibration sessions conducted off-site, engaging with Operations, Training, and internal quality team member. These sessions promoted consistency in call quality evaluation practices across all Teleperformance centers, resulting in enhanced overall performance and an improved customer experience.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Customer Care Specialist
Sprint - Teleperformance
Pasig City
05.2005 - 06.2006
- Successfully managed a high volume of inbound calls, delivering outstanding customer service and effectively resolving billing concerns
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistent top performer with the call resolution and sales performance within the department, consistently surpassing monthly targets
- Implemented strategic upselling techniques during customer interactions, resulting in a substantial increase in the average order value
- Distinguished as a subject matter expert, maintained an outstanding customer satisfaction rating of 95% by offering personalized solutions and addressing individual concerns during challenging interactions
- Conducted thorough research and analysis of complex technical issues, leading to an impressive 20% reduction in the average resolution time for escalated calls
- Developed and presented monthly reports to management, highlighting key trends and recommending process enhancements
Education
Bachelor of Science - Computer Engineering
Saint Paul University
Tuguegarao City, Cagayan 06.1998 - 03.2003
Skills
Proofreading
undefinedAccomplishments
- Assists in onboarding new team managers, focusing on fundamental process skills
- Led the Performance Work Stream in designing and implementing a talent development process to improve succession planning and nurture future leaders
- Achieved Yellow Belt certification in Lean Six Sigma methodology.
- Successfully completed Core Coaching certification program.
- Attained Hiring Essentials certification, emphasizing recruitment and talent acquisition.
Additional Information
VIP Award:
This award is a testament to consistently going above and beyond in delivering exceptional results and leadership.
Multiple Star Awards:
These awards highlight a track record of achieving and surpassing performance targets.
Club 100:
Being a member of the exclusive Club 100 underscores one’s commitment to excellence and significant impact on the company's growth.
Interests
Journaling
Fitness and Wellness
Trivia and Knowledge
Culture
Music and Art
Gaming and Strategy
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Individual Contributor
HSBC - Markets And Securities Services
10.2019 - Current
Management Support Specialist
HSBC
05.2018 - 10.2019
Assistant Manager for Operations -
HSBC - Retail Banking And Wealth Management
05.2009 - 05.2018
Banking Specialist
HSBC – Retail Banking And Wealth Management
08.2007 - 05.2009
Quality Analyst
Teleperformance - Sprint
11.2006 - 05.2007
Customer Care Specialist
Sprint - Teleperformance
05.2005 - 06.2006
Bachelor of Science - Computer Engineering
Saint Paul University
06.1998 - 03.2003
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