Jediza Monica Sevilla

• Actively participates in staff and client meetings and served as liaison to manage operations and financials in the account.
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Works actively with delivery in improving CVA and financially impacting KPIs (penalty/bonuses) month on month from optimizing metrics, securing waivers and negotiating goals with our clients.
• Enhanced service delivery by implementing efficient processes and encouraging team members to share ideas for process enhancements. (Ex: Client weekly reviews, Outlier monitoring, CTT Reporting, Decile Monitoring, Monthly Skilling Validation, Contingent Maintenance List, NICE Web Station process, Schedule Optimization, etc.)
• Coordinated new hire recruitment, training and development during weekly ramp call.
• Planned and managed project lifecycles from planning through final completion. (Ex: CebEx movement from Cebu i3 for all CITI Cebu staff)
• Met with business leaders to better understand IT-WFM issues that negatively impacted businesses. (ex: Citi System Issues, 100% conversion from Hardphone to Softphone, WAH to WAO onsite)
• Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
• Implemented and supported all client onsite visits & business reviews.
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
• Worked collaboratively with other SDMs in our workstream (ex: Financial 101 Deck, Automation, etc.)

2023-2024 YTD Performance:

• One of the "stand-out" Finance Partners for FY2023.
• Q1 2024 CRS Financials: Gross Revenue is 113% to Goal (FY24 Budget) and GM at +0.2% (51.9% actual vs 51.7% FY24 budget)
• Received positive feedback from our Sr Financial Analyst: "consistently provide topnotch bridges on every revenue variance noted for her cluster. She is very proactive in addressing items that impact revenue negatively. Jedi’s shining moment is during the 1Q23 audit, where she ensured that all data needed by the Audit team is provided and reconciled, in collaboration with WFM Team. This is despite the audit period being prior to the time that she assumed the role left by the former SDM. She also open-mindedly supported Finance team’s projects to improve the financial projection process."
• 2023 CRS Financials: Gross Actual Revenue is at 100.39% to goal vs 2H23 Forecast/Board Commit ($9, 956.4 Actual vs $9, 917.8 2H23 Forecast/Board Commit). CRS Cebu exceeding at 102% to goal vs 2H23 Forecast/Board commit and 105% to goal vs FY23 Budget ($2,959.6 Actual vs $2,897 2H23 Forecast and vs $2,812.9 FY23 Budget)
• 2023: GM% at 49.9% actual vs 50.7% 2H23 Forecast/Board Commit and vs 54.% FY23 Budget. Cebu: consistently meeting GM% at 53.8% YTD Actual vs 54.2% 2H23 Forecast and vs 57.8% FY23 Budget. UPA: consistently meeting GM% at 48.2% YTD Actual vs 49.2% 2H23 Forecast and vs 53% FY23 Budget.

• Handled 3 LOBs in Cebu for Training: Retail Bank, Credit cards, and Retail Services (CRS).
• Solely dedicated to CRS in 2022, handling UPA and Cebu CRS to ensure alignment and better collaboration for both sites.
• Reduced onboarding time for new hires through development of effective orientation modules.
• Developed departmental systems and procedures to better align workflow processes.
• Implemented a robust performance evaluation system, enabling data-driven decision-making on future training development strategies.
• Collaborated with other departments to align training programs with organizational goals and objectives.

• Lead growth and alignment of Training in Cebu for Retail Bank, Brands and CRS as Supervisor in 2018 and then promoted to Sr Supervisor in 2019.
• Created and implemented our first physical Financial Learning Lab for our new hires.
• Expanded Retail Bank to different LOBs: Business Escalations, Cash Management, Dispute.
• Re-launched credit cards/Brands in Cebu as a permanent account.
• Handled seasonal CRS account in 2019 - 2020.
• Handled onshore hyper-ramp together with other training sites.

• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using variety of training delivery modalities in a live classroom environment.
• Adhere to developed classroom agenda/timelines and content flow.
• Support and participate in continuous improvement initiatives including identifying and communicating areas for curriculum development/enhancement opportunities.
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
• Accountable for achieving individual training performance metrics.

Programs Implemented/Supported:

o Small Business - T3 in Kentucky, US (October – November 2015)

Launched Small Business in Cebu – November 2015

o Business Escalations Unit – March 2017

o Cash Management – August 2017

o Retail Ninja CRU (Client Relations Unit) – April 2018

o Best Buy Credit (Baguio) – November 2017

Process Documents:

o Training Records Management & became the RMO (Records Management Officer) in 2014 until present.

o Small Business Exit Criteria

o Change Training Process Doc

o Trainers Travel Workplan

o Fieldglass Workplan

Projects:

o Small Business Defect Project (2016) – Defect data mining and creating a one-page guide

o 7 Day CCT Reduction (CBNA and Small Business) - 2018

o Small Business Curriculum enhancement – 2018

o Created NPS calculator in the 2014 New Hire Weekly Report for Brands Customer Service which client incorporated in the weekly report.

o Created the February 2014 Brands Ambassador Refresher based on the Brands Ambassador Newsletters and facilitated BAT (Brand Ambassador Training) 2014.

o Create knowledge assessments/quizzes for Change Trainings and/or Refreshers. Also did Post-assessment analysis.