Kimberly Espiritu
Department Head
Summary
From navigating the fast-paced world of BPOs during my college days to leading the Policy & Process Department today, my journey has been defined by a relentless pursuit of growth and excellence. Armed with a Bachelor of Science in Information Systems, I've seamlessly transitioned from internships in Salesforce administration and quality analysis to pivotal roles in banking operations. I am passionate about leveraging my technical background and extensive experience in business process management to drive transformative change within organizations. I thrive in dynamic environments where innovation and collaboration are valued, and I am committed to delivering tangible results that contribute to strategic goals.
Overview
6
6
years of professional experience
5
5
Certifications
Work History
Head of Department, Policy and Processs
CBS China Bank Savings
6 2024 - Current
- Oversees a team of specialists, guiding their professional development while leading the development, review, and implementation of comprehensive organizational policies and guidelines
- Ensuring compliance with regulatory requirements, industry standards, and internal controls is paramount, identifies and mitigate risks within existing processes
- Through training and ongoing guidance, fosters a culture of accountability and awareness among staff
- Establishes rigorous monitoring and evaluation mechanisms to uphold policy effectiveness and adherence, collaborating closely with department heads, senior management, and external stakeholders to align policies with business objectives and operational strategies.
Business Process Officer
CBS China Bank Savings
01.2024 - 06.2024
- Promoted to Supervisor
- Completed the CBS Officership Training Program (OTP).
Business Process Analyst
CBS China Bank Savings
09.2023 - 01.2024
- Performs the defined expected activities and tasks to fulfill the requests and deliver the requirements of Process Owners and directives of the Management Committee pertaining to: Process Review, Analysis, Mapping, and Policy and Procedures Documentation.
Systems Analyst
CBS China Bank Savings
08.2022 - 09.2023
- Performs the defined expected activities and tasks to fulfill requests and deliver the requirements of Process Owners and directives of the Management Committee pertaining to: Process Improvements through business analysis as well as System Support through business parameter setting, requirements definition, and system production issues.
English Instructor - Communication Arts
Makati Science Technological Institute of the Philippines
09.2022 - 12.2022
- Provides teaching and training via a remote platform (Google Classroom)
- Creates and follows lesson plans by following through the necessary curriculum and resource materials
- Explains concepts and theories, and reviews the students' submitted output, group presentation and examination.
Technical Support Specialist - Dish Network
inspiro
07.2018 - 07.2022
- Adept at leveraging company troubleshooting tools to diagnose and efficiently resolve technical issues
- Skills include scheduling technician appointments promptly to address complex customer needs
- Experienced in processing product replacements via e-commerce platform, managing UPS shipments, and providing timely updates to customers
- With a focus on customer education, excels at conducting thorough product walkthroughs to enhance user proficiency
- Advocates for self-service options, directing customers to the company website and interactive tutorials for independent issue resolution
- Additionally proactively communicates with customers by emailing user guides and collaborates with the Technical Operations Engineering team to swiftly address and improve product issues and system outages.
Quality Analyst
AFDigital
05.2019 - 06.2019
- Tests and verifies Salesforce applications to ensure they meet performance, functionality, and user experience standards
- Works closely with the project team to review requirements and consider user perspective.
Salesforce Administrator
AFDigital
04.2019 - 05.2019
- Responsible for managing and optimizing Salesforce systems, including user and license management, support, training, and system upgrades
- Ensures effective utilization of Salesforce tools and collaborate with stakeholders to meet organizational requirements.
Customer Service Associate - Dish Network
inspiro
07.2018 - 10.2018
- Specializes in comprehensive customer service management, encompassing subscription discussions tailored to each customer's entertainment needs
- Adeptly resolve billing disputes using web-based tools, ensuring transparency on charges, credits, and promotional offers
- Excels in optimizing costs by presenting better deals while preserving preferred channels
- Additionally, handles refunds and credits according to company policies, securing approvals to guarantee customer satisfaction
- Efficient payment processing and proactive upselling of products further enhance customer experience
- Swiftly addresses issues, creating tickets and resolving discrepancies related to offers, payments, and VOD services, thereby enriching entertainment options for customers.
Skills
Business Process Improvement
Certification
Lean Six Sigma Foundations
Languages
English (Professional Working)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Business Process Officer
CBS China Bank Savings
01.2024 - 06.2024
Business Process Analyst
CBS China Bank Savings
09.2023 - 01.2024
English Instructor - Communication Arts
Makati Science Technological Institute of the Philippines
09.2022 - 12.2022
Systems Analyst
CBS China Bank Savings
08.2022 - 09.2023
Quality Analyst
AFDigital
05.2019 - 06.2019
Salesforce Administrator
AFDigital
04.2019 - 05.2019
Technical Support Specialist - Dish Network
inspiro
07.2018 - 07.2022
Customer Service Associate - Dish Network
inspiro
07.2018 - 10.2018
Head of Department, Policy and Processs
CBS China Bank Savings
6 2024 - Current
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