Mary Rose Gutierrez
Quezon City
Summary
Results-driven analyst with HSBC GSC Philippines, skilled in data-driven decision making and strategic problem solving. Successfully implemented controls to enhance data accuracy and compliance, fostering a culture of accountability. Proven ability to build relationships and deliver exceptional customer service while managing complex banking operations.
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Analyst
HSBC GSC Phillipines
Building C-1, UP Ayala Technohub, Commonwealth Avenue, Quezon City
10.2020 - Current
- Identified and resolved problems through root cause analysis and research.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Responsible in monitoring daily data on VAULT and Upstream of consumers on the new Front to back Architecture for EOD Trades, Risk and Valuation data.
- Summarize the findings in a clear and consise manner and support the report with evidences.
- Play a key role on defining and implementing the right set of controls to report any data deficiency, communicate them to consumers and find solutions with producers to fix them.
- Ensure the production of complete, accurate and timely, risk and valuation data.
- Support not only managing the operation and controls but also the articulation and delivery of the new target operating model as the Bank’s various Future state programs.
- Participate in User Acceptance Test (UATs) , as required, on any system enhancements or roll outs.
- Maintain HSBC internal control standards and address audit points and/or any issues raised by regulators in a timely manner. Foster a compliance culture within the team, managing compliance risk and ensuring that necessary training is completed. Optimizes with regulators.
- Build professional relationships with colleagues in other digital Operations Centers
Associate Banker/High Sales Agent
HSBC GSC Philippines
Building C-1, UP Ayala Technohub, Commonwealth Avenue, Diliman 1101 Quezon City
10.2014 - 09.2020
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Identified clients’ financial needs and recommended products, such as loans/investments to help meet their goals.
- Highly detailed- oriented and dedication to ensuring accuracy and compliance.
- Reviewed and processed credit card and loan applications according to best practices and law.
- Assisted clients with account inquiries and transaction processing.
- Processed loan applications and verified client information efficiently.
- Educated clients on banking products and services available at the bank.
- Managed account openings and closures while maintaining accurate records.
- Resolved customer complaints through effective communication and problem-solving skills.
- Supported training initiatives for new staff on operational procedures and systems.
- Conducted financial transactions such as deposits, withdrawals, transfers, loan payments and cashier checks.
Customer Service Representative
NCO RMH Teleservices
12th Floor Elj Commercial Center Eugenio Lopez Jr. St. 1100 Quezon City
09.2007 - 08.2012
- Consistently met or exceeded customer expectations by delivering high-quality workmanship, prompt service, and clear communication throughout the repair process.
- Assisted in training new hires on proper procedures and shop protocols, fostering a positive work environment.
- Served customers by providing products and services information and resolving product and service problems
- Provided exceptional customer support via phone and email channels.
- Resolved customer inquiries by researching products and services.
- Collaborated with team members to enhance service delivery processes.
- Handled escalated calls by employing effective problem-solving techniques.
- Maintained updated knowledge of products to inform customers effectively.
- Participated in team meetings to discuss service improvements and strategies.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Product Trainer
NCO RMH Teleservices
Metro Manila
09.2008 - 01.2009
- Developed training materials for product knowledge and customer engagement.
- Conducted interactive training sessions for diverse employee groups.
- Facilitated product demonstrations to enhance understanding and usage.
- Evaluated trainee performance and provided constructive feedback.
- Coordinated logistics for training events and workshops.
- Assisted in creating e-learning modules for remote learning initiatives.
- Assisted with the development of online course content using various multimedia tools.
- Conducted needs assessments to identify gaps in product knowledge among team members.
- Monitored progress of trainees through assessments such as quizzes or tests.
- Researched new technologies, processes, and procedures related to products and services offered.
- Recommended changes in policies or procedures that would improve the quality of products or services offered.
- Developed training materials and conducted product demonstrations for new hires.
Education
Bachelor of Science - Secondary Education
Saint Mary’s University
Bayombong 06.2003 - 04.2007
Skills
- Data-Driven Decision Making
- Strategic Problem Solving and Critical Thinking
- Attention to detail
- Financial Statement Expertise
- Excellent in written and communication skills
- Flexible and Adaptable
- Teamwork and Collaboration
- Multitasking abilities
- Banking operations
- Compliance management
- Financial product knowledge
- Customer relationship management
- Data research and validation
- Financial accountability
- Risk mitigation
Personal Information
Title: Analyst- Front To Back Data Control
Accomplishments
Top Sales Agent 2018
VIP Awardee 2019
Languages
English
Proficient
C2
Timeline
Analyst
HSBC GSC Phillipines
10.2020 - Current
Associate Banker/High Sales Agent
HSBC GSC Philippines
10.2014 - 09.2020
Product Trainer
NCO RMH Teleservices
09.2008 - 01.2009
Customer Service Representative
NCO RMH Teleservices
09.2007 - 08.2012
Bachelor of Science - Secondary Education
Saint Mary’s University
06.2003 - 04.2007