Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Tools / Software

Rico Villaruel

Taguig, Metro Manila

Summary

Experienced and results-driven operational management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, effective communication and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

18
18
years of professional experience

Work History

Assoc Trans Manager : ATM Claims & Exceptions Serv

JP Morgan Chase Bank NA
06.2024 - 06.2025
  • Led a team in successfully navigating complex branch audits and settlements, ensuring compliance with firm regulations
  • Implemented cost-control measures for high claim rate ATMs resulting in a 20% cost reduction in claim loss and ATM operational expenses.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Collaborated with stakeholders to effectively resolve issues
  • Familiarity with bank regulations and policies
  • Analyzed market trends to inform decision-making and guide business strategy.

Account Specialist IV: ATM Service Center Support

JP Morgan Chase Bank NA
12.2022 - 06.2024

- Deliver volume trend and data analysis reports
- Report, monitor, track, and analyze SVL performance
- Identify and research service level risks based on forecasts for problem resolution and escalate to management as needed
- Evaluate and analyze historical trends to make strategic and tactical operation plans related to staffing needs
- Attends Chase Business Partners weekly meetings and escalates urgent issues for resolution as needed
- ATM Support Process Trainer | Coach | SME
- Conducts Team LMOS Huddles, Quality evaluations, Webstats coaching, 1X1 and feedback
- Conducts Monthly Knowledge Check Assessments and refresher courses
- Takes ATM Supervisor Escalations

Account Specialist II: ATM Service Center Support

JP Morgan Chase Bank NA
08.2016 - 12.2022
  • Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
  • Completed routine and complex account updates to resolve problems.
  • Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
  • Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
  • Frontline support for branch bankers asking assistance for ATM settlement audits | procedures and dispatching tickets | escalating ATM hardware related issues
  • Frontline support for hardware vendors, cash vendors, facilities and other 3rd party vendors for dispatching tickets, vendor meets and escalation requests

Sr Specialist 1: Internal Recovery Unit

JP Morgan Chase Bank NA
07.2014 - 08.2016
  • Supported department leadership in implementing new policies, procedures and controls.
  • Assisting customers, business owners and bankers in handling payment arrangements for both overdrawn consumer/business accounts and charged-off consumer/business accounts.
  • Responsible for sending requests for CHEX/EWS updates and overpayment concerns for charge-off accounts.
  • Collaborated with senior leadership on project planning, aligning objectives with organizational goals.

Sr Operations Specialist : Collections & Recovery

JP Morgan Chase Bank NA
01.2013 - 07.2014
  • Assisting customers, business owners and bankers in handling payment arrangements for both overdrawn consumer/business accounts and charged-off consumer/business accounts.
  • Responsible for sending requests for CHEX/EWS updates and overpayment concerns for charge-off accounts.
  • Led operational efficiency initiatives, streamlining processes to enhance service delivery and reduce turnaround times.

Sr Spec / Escalations IV: Telephone Banking

JP Morgan Chase Bank NA
10.2011 - 01.2013
  • Worked effectively in fast-paced environments.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Resolving Chase Retail Banking customer and small business owners escalated issues, complaints and other consumer account related concerns.

Telephone Banker - Consumer Banking

JP Morgan Chase Bank NA
04.2010 - 10.2011
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
  • Frontline Telephone Banking customer service for consumer and small business banking accounts. Does upselling of Chase debit cards services.

Quality Assurance Specialist : Dell Financial

TELUS International Philippines-Discovery Centre
05.2007 - 04.2010
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Coordinated cross-functional teams to identify and resolve defects during the development process.
  • Developed and executed comprehensive test plans to ensure software quality and performance standards.

Education

Bachelor of Science - Agricultural Economics

Aklan State University, Banga, Aklan

Skills

  • Strategic Planning
  • Documentation and Reporting
  • Risk Management
  • Data Analytics
  • Measurable goal planning
  • Comprehensive documentation skills
  • Goal-oriented planning
  • Performance management
  • Effective policy execution
  • Time management

Accomplishments

  • JP Morgan Chase CCB You Made A Difference Awardee
  • Engagement Lead
  • Active Goodworks Volunteer for Gawad Kalinga's Book and Food Drive
  • PRC Licensed Agriculturist

Timeline

Assoc Trans Manager : ATM Claims & Exceptions Serv - JP Morgan Chase Bank NA
06.2024 - 06.2025
Account Specialist IV: ATM Service Center Support - JP Morgan Chase Bank NA
12.2022 - 06.2024
Account Specialist II: ATM Service Center Support - JP Morgan Chase Bank NA
08.2016 - 12.2022
Sr Specialist 1: Internal Recovery Unit - JP Morgan Chase Bank NA
07.2014 - 08.2016
Sr Operations Specialist : Collections & Recovery - JP Morgan Chase Bank NA
01.2013 - 07.2014
Sr Spec / Escalations IV: Telephone Banking - JP Morgan Chase Bank NA
10.2011 - 01.2013
Telephone Banker - Consumer Banking - JP Morgan Chase Bank NA
04.2010 - 10.2011
Quality Assurance Specialist : Dell Financial - TELUS International Philippines-Discovery Centre
05.2007 - 04.2010
Aklan State University - Bachelor of Science, Agricultural Economics

Tools / Software

  • Tableau
  • SAP
  • KANA
  • Microsoft Teams, Excel, Word, Powerpoint
  • LLMSuite
  • Workspace
  • Service Now
  • EAGLE
  • Canva
Rico Villaruel