Michelle de Leon-Canave
Binangonan
Summary
With a strong background in compliance oversight and leadership in Operations and Quality Teams, I excel in directing advanced reviews, identifying risks and implementing strategic improvements across multiple lines of business in Credit Services. My expertise extends to managing credit card processes, ensuring compliance and providing comprehensive training for new hires. As a seasoned people manager, I am dedicated to fostering team success, operational excellence and strategic efficiency.
Overview
14
14
years of professional experience
Work History
Quality Assurance Administrator
Wells Fargo Enterprise Global Services, LLC-Phils
08.2016 - Current
- Examine and research complex programs, processes, claims, documentations or files to ensure compliance with internal company requirements or agency under government regulations
- Perform advanced, comprehensive reviews of multiple types of executive resolution transaction and case reviews within the line of business
- Identify risk and problem areas and recommend improvements
- Research risk and develop solutions for problems identified
- Communicate overall process or transaction quality
- Sends report for Target reviews for Line of Business
- Lead Calibration for Operations Team and Quality Team
- Provide feedback to appropriate contacts regarding identified material deficiencies or issues including identification of inconsistencies
- Pulling Samples and data gathering for production review
- Conducts QA Talk for New hires under the LOBs for entire credit services
- Certified Lean Six Sigma White Belt.
Loan Document Specialist
Wells Fargo Enterprise Global Services, LLC-Phils
08.2016 - 10.2020
- Processed credit card applications (end to end) including OFAC restrictions
- Oversees distribution of hourly inventory reports to monitor applications queue
- Product trainer for new hires
- Head of Process improvement stream
- Crossed trained in other LOB (indexing and Data entry) to clear their queue
- POC for attendance report
- Act as SME for the three LOBs in Credit Services
- Lead Engagement team for the entire Line of Business.
Senior Customer Service Specialist
Convergys Philippines
01.2011 - 08.2016
- Maintained customer satisfaction for Gym membership customer
- Answered customer telephone calls promptly and provide retention service to retain gym access
- Update 1099k forms and assisted customer about IRS tax documents
- Reset password, guide and walkthrough the merchant in their online account
- Customer service for merchant services -calls and chat support
- Officer In Charge in the tax department LOB
- Product Trainer for New Hire under Member Services Department.
Customer Service Representative
Sitel Philippines
06.2010 - 12.2010
- Explained hold authorization
- Check balance and transaction charges for MasterCard, visa card, discover card and prepaid cards
- Load prepaid and gift cards.
Education
Magsaysay Elementary School
Pangasinan National High School
Bachelor of Secondary Education -
PANGASINAN STATE UNIVERSITY
Skills
- Customer Focus
- Quality Management Systems
- User Acceptance Testing
- ISO Standards
References
- Marist Kristine Llanes, AMEX Team Leader, 09178395139
- Jared Concepcion, Wellsfargo Customer Service Associate Manager, 09081126147
- Maricris Lique Penus, Wellsfargo Loan Specialist Associate Manager, 09395521397
Training
- Computation of Grades using Microsoft Excel, Pangasinan State University, 09/09/09 - 09/10/09
- Regional Seminar-Workshop on Innovations and Strategies in Teaching Language and Literature and Argumentum Basic Parliamentary Debate and Adjudication, Agoo, La Union, 10/28/09 - 10/30/09
- Practice Teaching-OJT, Calasiao Comprehensive National High School, Calasiao, Pangasinan, 11/2009 - 03/05/10
Timeline
Quality Assurance Administrator
Wells Fargo Enterprise Global Services, LLC-Phils
08.2016 - Current
Loan Document Specialist
Wells Fargo Enterprise Global Services, LLC-Phils
08.2016 - 10.2020
Senior Customer Service Specialist
Convergys Philippines
01.2011 - 08.2016
Customer Service Representative
Sitel Philippines
06.2010 - 12.2010
Magsaysay Elementary School
Pangasinan National High School
Bachelor of Secondary Education -
PANGASINAN STATE UNIVERSITY
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