Jediza Monica Sevilla

• Directed multiple business units, achieving improved performance through effective leadership of managers and supervisors.
• Full P&L accountability: drove revenue growth, optimized margins, billing, seat utilization, and retention.
• Streamlined workflows and implemented quality assurance measures, boosting efficiency and reducing errors.
• Analyzed performance metrics and SLAs, launching improvement plans that elevated client satisfaction and operational outcomes.
• Selected, trained, and developed high‑performing teams; enhanced onboarding programs to accelerate productivity.
• Strengthened client relationships through open communication, business reviews, and proactive issue resolution.
• Partnered with Business Development to expand client portfolios and secure new business opportunities.
• Collaborated cross‑functionally with HR, Training, Quality, WFM, and TA to resolve issues and drive continuous improvement.
• Maintained vendor relationships and stayed ahead of industry trends through trade shows and strategic networking.

Key Achievements:

• Scaled program from 20 to 400+ headcount across two sites in two years, expanding from a single customer service program into multiple lines of business (chat, voice, fraud works, and back office).
• Consistently delivered profitability across programs, exceeding revenue and GM% targets.
• Established departmental plans and operational objectives that aligned resources with business priorities.
• Recognized for creating a positive work environment and resolving employee relations issues professionally and effectively.

• Acted as key liaison between staff and clients, managing operations and financials across accounts.
• Directed financial forecasting, budgeting, and cost‑reduction initiatives to improve profitability and service delivery times.
• Optimized KPIs (CVA, penalties/bonuses) through metric improvements, waiver negotiations, and client goal alignment.
• Enhanced service delivery by streamlining processes (e.g., schedule optimization, outlier monitoring, NICE Web Station).
• Led recruitment, training, and development during weekly ramp calls; managed full project lifecycles (e.g., CebEx site migration).
• Collaborated with IT/WFM leaders to resolve systemic issues, including 100% conversion from hardphone to softphone and WAH‑to‑onsite transitions.
• Handled escalated customer issues, ensuring swift resolution and positive client relationships.
• Coordinated client onsite visits and business reviews, ensuring seamless cross‑departmental service delivery.
• Partnered with fellow SDMs on financial strategy decks and automation initiatives.

Key Achievements:

• Recognized as a “stand‑out” Finance Partner for FY2023.
• Delivered 113% revenue to goal in FY24 Q1; maintained GM% above forecast across Cebu and UPA sites.
• Praised by senior finance leadership for proactive variance management and audit excellence.
• Consistently achieved revenue and GM% targets despite challenging forecasts (e.g., Cebu GM% 53.8% YTD vs 54.2% forecast).

• Handled 3 Lines of Business in Cebu for Training: Retail Bank, Credit cards, and Retail Services (CRS).
• Solely dedicated to CRS in 2022, handling two sites in UPA and Cebu 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.

• Delivered engaging training programs using advanced facilitation and adult learning techniques across multiple modalities.
• Championed continuous improvement by identifying curriculum gaps and implementing enhancements to boost learning outcomes.
• Ensured consistent communication with managers, peers, and clients to align training with business objectives.
• Achieved and exceeded individual training performance metrics through effective program delivery.

Key Contributions:

• Program Launches: Successfully implemented Small Business (US & Cebu), Business Escalations, Cash Management, Retail Ninja CRU, and Best Buy Credit.
• Process Leadership: Served as Records Management Officer (2014–present); authored key process documents including exit criteria, training workflows, and travel workplans.
• Projects & Innovation:
  Reduced call cycle time by 7 days (CBNA & Small Business, 2018).
  Enhanced Small Business curriculum and defect reduction initiatives.
  Created NPS calculator integrated into client weekly reports.
  Designed refresher programs and knowledge assessments, improving retention and performance.