Maricel Cedro
Team Leader
114 Garcia Ext.San Bartolome Novaliches Quezon City
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
Work History
Senior Vetting Analyst
HSBC Electronic Data Processing Philippines Inc.
01.2022 - Current
- Conducted rigorous testing of financial models, ensuring their reliability and relevance in real-world applications.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Reduced operational costs with thorough analysis of vendor performance metrics and contract negotiations.
- Identified and resolved problems through root cause analysis and research.
Team Leader
HSBC Electronic Data Processing Phils.Inc.
03.2016 - 01.2022
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Conducted comprehensive risk assessments for projects, implementing appropriate mitigation strategies to minimize potential issues.
- Reduced employee turnover rates with targeted retention initiatives, including competitive compensation packages and career advancement opportunities.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Cultivated positive, productive team environments, resolving conflicts quickly.
Customer Service Representative
HSBC Electronic Data Processing Philippines Inc.
01.2008 - 03.2016
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Bachelor of Science - Psychology (undergraduate)
Trinity College of Quezon City
Cathedral Heights E Rodriguez Quezon City 05.2001 -
Skills
Customer Service
Active Listening
Positive Attitude
Relationship Building
Team Collaboration
Timeline
Senior Vetting Analyst
HSBC Electronic Data Processing Philippines Inc.
01.2022 - Current
Team Leader
HSBC Electronic Data Processing Phils.Inc.
03.2016 - 01.2022
Customer Service Representative
HSBC Electronic Data Processing Philippines Inc.
01.2008 - 03.2016
Bachelor of Science - Psychology (undergraduate)
Trinity College of Quezon City
05.2001 -