Joanna Marie Cruz Austria
Asisstant Vice President
Wack- Wack, Mandaluyong City
Summary
Dependable professional with extensive experience supporting executive level management including Multinational Leader and Chief Executive Officer. Respected for organizational and interpersonal aptitudes, implementation of strategic initiatives, special project management and results-focused interactions across organization. Strategic in implementing and monitoring progress of important initiatives and actions plans.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Assistant Vice President
Marsh Philippines Inc.
04.2021 - Current
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions.
- Optimized resource allocation by analyzing operational needs, reallocating resources as needed to maximize efficiency across all functions.
- Fostered strong relationships with key clients, leading to repeat business and a significant increase in customer satisfaction ratings.
- Design and develop simple, user-friendly materials that are designed to support employee understanding of the program, benchmarking analysis, claims analytics and analysis of type of funding arrangement for employee health and benefits
- Led cross-functional teams to deliver successful projects on time and within budget, enhancing company reputation in the industry.
- All communications and relationship with clients, inclusive of developing and implementing a strategy for growing and strengthening the relationship, up-selling and cross-selling of the new and additional products and services
- Attended meetings and special sessions of Leadership and Executive Leadership Teams and contributed to major administrative initiatives, policies and decisions.
- Ensure that the full scope of services is priced appropriately and document the scope of service and compensation in a Client Service Agreement (CSA) which includes program management (Member movement such as enrollment and deletion, Billing, Claims & Collection)
- Implemented data-driven decision-making processes, leading to more informed strategic choices and improved overall performance metrics.
- Manage the financial performance of allocated book of business by developing a business plan for the Portfolio of clients to meet specific retention and sales goals
- Collaborated closely with executive leadership to align department goals with overall company objectives, resulting in stronger organizational cohesion.
- Reduced costs by negotiating vendor contracts and identifying areas for potential savings within department budgets.
- Managed a diverse portfolio of projects, ensuring that each project met established quality standards and delivered expected results on time and within budget.
- Oversaw change management initiatives, ensuring smooth transitions during periods of organizational restructuring or process improvements.
- Responsible for strategically making decisions that have a significant impact on the business
- Enhanced collaboration between team members by implementing innovative communication tools and fostering an open dialogue culture.
- This may involve evaluating risks and benefits, analyzing data, and consulting with other leaders
- Attended board and committee meetings and took meeting minutes to create detailed records of various meetings and decisions.
- Developed comprehensive financial forecasts based on historical data analysis, enabling more accurate budget planning and resource allocation.
- Managed, sales, marketing and customer account operations efficiently.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Tracked trends and suggested enhancements to both challenge and refine company's service offerings.
- Trained and guided team members to maintain high productivity and performance metrics.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Increased employee engagement through the implementation of professional development opportunities and recognition programs.
Key Accounts Management Officer
Maxicare Healthcare Corporation
09.2016 - 05.2018
- Mentored junior staff members, fostering a positive work environment that encouraged professional growth and collaboration.
- Utilized data-driven decision-making processes to guide critical business decisions, maximizing returns on investment while minimizing risk exposure levels where possible.
- Improved team productivity by implementing efficient project management strategies and delegation techniques.
- Built strong partnerships with external stakeholders to leverage additional resources and support mutual success outcomes for each party involved in collaborative projects.
- Managed budgets effectively, allocating resources wisely to support business objectives and maintain fiscal responsibility.
- Developed strategic plans aligned with company goals, resulting in improved annual performance metrics across multiple areas of operation.
- Developed and maintained positive relationships with clients, resulting in increased customer satisfaction and retention rates.
Universal Banker- Bank Officer
Citibank N.A
11.2012 - 03.2015
- Educated customers on various banking products and services, empowering them to make informed financial decisions aligned with their personal goals.
- Collaborated with team members to achieve branch performance metrics, fostering a positive work environment.
- Enhanced cross-selling capabilities by offering tailored financial products and services to existing clients.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Managed risk effectively by adhering to established security protocols and diligently monitoring suspicious activities or transactions.
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Resolved complex customer issues efficiently, collaborating with relevant departments when necessary for prompt resolution of problems encountered during banking transactions.
- Maintained accuracy in daily transaction reporting, reconciling discrepancies promptly to ensure seamless accounting operations within the branch.
- Demonstrated expertise in diverse banking platforms, consistently staying updated on industry trends and product offerings to better serve clients.
- Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
- Increased referral rates by forging strong connections with customers and identifying potential business development opportunities.
- Ensured a consistent and positive customer experience by upholding high standards of professionalism, courtesy, and responsiveness in all interactions.
- Contributed to a high-performing team culture by actively participating in training sessions, staff meetings, and ongoing professional development opportunities.
- Improved customer satisfaction by providing personalized banking solutions and addressing client needs promptly.
- Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
- Strengthened customer relationships with proactive communication and timely resolution of queries or concerns.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
Education
BS - Nursing
San Beda College
01.2006 - 01.2010
Skills
- Client Management
- Fraud Detection
- KYC
- Attention to Detail
- Communication Skills
- Self-Motivated
- Teamwork
- Ability to Work Under Pressure
Operations management
Project management
Business administration
Policy compliance
Corporate presentations
Consulting
Effective relationship building
Issue resolution skills
Negotiation
Staff management
Organizational development
Business development
Process management oversight
Strategic planning
Contract management
Reporting, meeting minutes, records management
Coordination of administrative activities
Hiring and coaching
Performance improvement
Revenue generation
Certification
I hereby certify that above information is true correct to the best of my knowledge.
Education - Tertiary Level
San Beda College Manila, BS Nursing, 2006-2010
Timeline
Assistant Vice President
Marsh Philippines Inc.
04.2021 - Current
Key Accounts Management Officer
Maxicare Healthcare Corporation
09.2016 - 05.2018
Universal Banker- Bank Officer
Citibank N.A
11.2012 - 03.2015
BS - Nursing
San Beda College
01.2006 - 01.2010
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