ROMNICK ARAN L. STA.ANA
Associate Manager
San Pedro City
Summary
Dedicated professional with over 15 years of experience in customer service, financial services, and technology solutions, specializing in payment processing and issue resolution. Expertise in delivering exceptional client service, training teams, and collaborating with cross-functional teams to improve operational workflows and enhance customer satisfaction. Proven ability to manage complex problems and contribute to system and process improvements.
Overview
18
18
years of professional experience
Work History
Associate Manager – Operations Delivery
Visa Philippines Inc. / Currencycloud
07.2025 - 01.2026
- Led system quality assurance and “last-mile” testing for UAT/production, ensuring error-free deployments and smooth feature releases.
- Collaborated with cross-functional teams (Product, Tech, Operations) to define requirements, mitigate risks, and resolve issues within an Agile environment.
- Championed continuous improvement initiatives, conducting root cause analysis to optimize system workflows.
- Delivered training, documentation, and product demos for global project implementations.
- Prioritized and resolved critical bugs, ensuring business continuity and adherence to project timelines.
- Client Service Specialist III – Senior Team Member (Asset & Wealth Management)
Client Service Specialist III – Senior Team Member (Asset & Wealth Management)
JPMorgan Chase & Co.
03.2019 - 07.2025
- Provided high-value customer service to HNW and UHNW clients, processing payments, loan requests, and financial transactions.
- Collaborated with US-based teams to resolve payment discrepancies and ensure adherence to SLAs.
- Monitored team quality, tracked attendance, and provided coaching to new hires.
- Built strong client relationships, identifying and addressing operational issues to enhance service delivery.
- Key Achievements:
- Improved team performance by implementing quality monitoring processes, resulting in consistent SLA compliance and high client satisfaction.
- Maintained exceptional client relationships through proactive communication and efficient problem resolution.
Chargebacks Advisor – Specialist II (Fraud, Claims & Disputes)
JPMorgan Chase & Co.
02.2015 - 03.2019
- Resolved customer disputes related to fraud and non-fraud transactions, ensuring high customer satisfaction.
- Interpreted Visa and MasterCard regulations for complex disputes, driving solutions for escalated client issues.
- Collaborated with internal departments and Visa teams to ensure successful issue resolution.
- Built strong relationships with clients, educating them on best practices for dispute prevention.
- Key Achievements:
- Led initiatives to improve CSAT performance, including workshops and roadshows.
- Consistently achieved high audit scores for team compliance and accuracy.
Communications Trainer and Language Auditor
Barclays UK/US (Through Convergys Philippines Inc.)
10.2011 - 11.2014
- Conducted training sessions focused on communication skills and quality standards.
- Evaluated call performance and presented tailored improvement plans for customer service representatives.
- Developed and delivered reports on performance metrics, training outcomes, and audit results.
- Key Achievements:
- Increased team communication effectiveness, leading to improved customer satisfaction scores.
- Strengthened client relationships through regular progress meetings and alignment on training strategies.
Department Outlier Team Mentor / SME III (AT&T Warranty Service)
Convergys Philippines Inc.
08.2009 - 10.2011
- Coached low-performing advisors to improve KPIs such as average handling time and quality scores.
- Analyzed performance trends and presented actionable insights to senior management.
- Customer Service and Sales Specialist I (Citibank AUS/US)
Customer Service and Sales Specialist I (Citibank AUS/US)
Teleperformance Philippines
01.2008 - 01.2009
- Handled customer inquiries related to Citi cards and fraud prevention services.
- Conducted outbound sales calls for Citibank’s Identity Monitor program, educating clients on fraud protection.
Education
Bachelor’s Degree - Broadcast Communication
Polytechnic University of the Philippines
Sta. Mesa, Manila05.2007
Skills
Proficient in Jira, Trello, Miro
References
Available upon request.
Awards & Memberships
KBP - Kapisanan ng Broadcaster ng Pilipinas, Dean’s Lister (2003-2004, 2004-2005)
Basketball
Hobbies and Interests
- Basketball: Enjoy playing in both competitive and casual settings, which helps me stay active and work effectively as part of a team.
- Fitness: Regular gym-goer, committed to maintaining physical health and discipline, which enhances my focus and energy in professional settings.
Timeline
Associate Manager – Operations Delivery
Visa Philippines Inc. / Currencycloud
07.2025 - 01.2026
Client Service Specialist III – Senior Team Member (Asset & Wealth Management)
JPMorgan Chase & Co.
03.2019 - 07.2025
Chargebacks Advisor – Specialist II (Fraud, Claims & Disputes)
JPMorgan Chase & Co.
02.2015 - 03.2019
Communications Trainer and Language Auditor
Barclays UK/US (Through Convergys Philippines Inc.)
10.2011 - 11.2014
Department Outlier Team Mentor / SME III (AT&T Warranty Service)
Convergys Philippines Inc.
08.2009 - 10.2011
Customer Service and Sales Specialist I (Citibank AUS/US)
Teleperformance Philippines
01.2008 - 01.2009
Bachelor’s Degree - Broadcast Communication
Polytechnic University of the Philippines