Jerome Dela Cruz

Achievements:

• Q1 2021 CCO Town Hall Awardee under Execution for Check Fraud Investigations for successfully identifying 567 counterfeit checks worth $2.3MM USD fraud saves for Citi
• Migrated CWSS (Citi Wire Specialty Services) to CBPS in July 2020
• 2019 OPUS Awardee
• Q1 2019 CCO Town Hall Awardee under Innovation Category for Streamlining the Debit Card ordering disclosures which saved 20 seconds per call on approximately 8200 calls per month
• Q2 2019 CCO Town Hall Awardee under Innovation Category for an idea implementation of self-service options in replacing customers debit cards through CBOL and MBOL. This implemented idea increased NPS performance by 121% post implementation and offloaded card-related requests which equates to approximately 7% of the total call volume
• 2019 CCO Town Hall Awardee for Team Recognition under Innovation for launching Citi SPARKS to CBPS
• Q3 2019 CCO Town Hall Awardee for Team Recognition under Execution for Check Fraud Investigation where the team correctly identified 1815 fraudulent checks which resulted to over $5.9MM USD worth of Fraud Saves for Citi with $0.00 USD Fraud Loss
• Q3 2019 Town Hall Awardee for Team Recognition under Execution for Retail Bank - Live Chat
• Site Champion for different Innovation platforms in CBPS

Responsibilities:

• Resolve issues that include uncommon and complex situations with significant organizational impact
• Evaluate team's performance and make recommendations for pay increases, promotions, terminations, hiring etc.
• Develop leaders by providing guidance and mentorship in conjunction with successful planning
• Develop employees and their skill sets to expand each team's capabilities and provide growth opportunities
• Recommend new work procedures and contribute to the development of new customer service techniques, models and plans
• Drive organizational change through innovation and process improvement, eliminating friction points for team
• Achieve team performance excellence to ensure high quality and high volume productivity
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firms reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgement regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards

Achievements:

• Q1 2017 Circle of Victors for Unit Managers
• 2017 Top 1 Unit Manager for CBPS US Retail Bank - Live Chat
• Spearheaded migration of US Retail Live Chat to CBPS in January 2017
• 2016 US Retail Main Gate YTD Top Performer for Unit Manager
• 2014 YTD Top Performing Unit Manager
• 2014 Best UM Rookie

Responsibilities:

• Provided assistance to the Training Team with high level of excellence in facilitation skills
• Make recommendations to improve training's effectiveness
• Deliver training at a high level of audience satisfaction
• Maintain appropriate level of subject matter expertise

Responsibilities:

• Drive Net Promoter Score while ensuring balanced performance in quality and efficiency metrics
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Worked with Retail Bank customers to understand needs and provide excellent service.
• Offered friendly and efficient service to all customers, handled challenging situations with ease.
• Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained excellent attendance record, consistently arriving to work on time.