Theresa Paula Quiambao
Makati City, Metro Manila,00
Summary
With extensive experience in the financial industry, I have excelled in healthcare, accounts receivable, card, and auto collections through roles as a Specialist, QA Specialist, Team Leader, and Business Analyst. I have consistently driven performance improvements by leading teams, ensuring quality standards, and leveraging data insights. My adaptability and commitment to excellence have been key in achieving organizational goals and enhancing client satisfaction.
Overview
16
16
years of professional experience
Work History
Associate Business Analyst
JP Morgan & Chase
03.2024 - Current
- Assisted in the development of strategic plans, incorporating valuable input from various departments within the organization.
- Organized daily tasks for better efficiency and use of resources.
- Interacted with internal customers to understand business needs and translate into requirements and case scope.
Business Operations Analyst
JP Morgan & Chase
09.2022 - 03.2024
- Developed comprehensive reports to inform strategic decision-making for senior leadership.
- Implemented data-driven approaches to improve overall efficiency in day-to-day operations.
- Supported executive leadership in making informed decisions based on accurate data analysis and insightful recommendations.
- Increased customer satisfaction by analyzing feedback data and proposing actionable solutions.
- Provided end-to-end assistance to New Hires from Day 0 to Production.
- Worked as an Asset POC, managing all asset procurement and distribution.
- Produced presentations for client/executive visits, strategic planning, and operations-related events.
Operations Coordinator
JP Morgan & Chase
11.2019 - 09.2022
- Maximized resource utilization by monitoring staff schedules and allocating tasks.
- Provided direction and guidance to internal teams in order to achieve targets.
- Coordinated logistics activities including Asset procurement, engagement activities, site migrations..
- Oversaw day-to-day reports and staffing.
- Worked with vendors to make purchases and reconcile invoices.
- Assisted in hiring, and onboarding of new hires.
- Prepared and maintained routine documents.
- Gathered, designed, implemented and maintained Workbooks, Dashboards, SharePoint tools, SQL Reports.
Collections Specialist II
JP Morgan & Chase
07.2016 - 11.2019
- Worked in call center environment handling manual, automatically dialed outbound calls, and inbound auto collection calls.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service/ customer satisfaction on collection calls.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Researched accounts and completed due diligence to resolve collection problems.
- Used skip tracing and other techniques to locate debtors.
- Multi-tasked with different programs and systems.
Collections Specialist
American Express
01.2016 - 05.2016
- Worked in call center environment handling manual, automatically dialed outbound calls, and inbound card collection calls.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service/customer satisfaction on collection calls.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Increased recovered amounts from written-off accounts with targeted recovery strategies.
- Multi-tasked with different programs, and systems.
Team Leader
First Source Business Solutions Inc
10.2015 - 01.2016
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Implemented comprehensive reporting system to track team performance and identify areas for improvement.
- Accomplished clerical works like scanning, photocopying, and printing documents.
Senior Lien Specialist
First Source Business Solutions Inc
04.2012 - 10.2015
- Worked in call center environment handling manual, automatically dialed outbound calls, and inbound collection calls.
- Optimized inventory management, account receivable handling, and portfolio management.
- Worked with consumers, professionals, and adjusters on settlement / payment of unpaid balances.
- Accomplished clerical works like scanning, photocopying, and printing documents.
Collections Specialist
Capgemini Inc
09.2010 - 03.2012
- Worked in call center environment handling manual, automatically dialed outbound calls, and inbound collection calls.
- Optimized inventory management, account receivable handling, and portfolio management.
- Worked with costumers on settlement / payment of unpaid balances.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Researched accounts and completed due diligence to resolve collection problems.
Quality Assurance Specialist
NCO Group
01.2010 - 07.2010
- Monitored specialist calls, evaluated and provided feedback on calls listened.
- Facilitated call calibrations, and refresher trainings.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Documented and reported quality assurance outcomes, providing actionable insights for product development teams.
Collections Specialist
NCO Group
09.2008 - 12.2009
- Worked in call center environment handling manual, automatically dialed outbound calls, and inbound card collection calls.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service/customer satisfaction on collection calls.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Increased recovered amounts from written-off accounts with targeted recovery strategies.
- Multi-tasked with different programs, and systems.
Education
High School Diploma -
Taguig Science High School
Upper Bicutan, Metro Manila, Philippines04-2008
Skills
- Microsoft Excel expertise
- Business process improvement
- SQL Proficiency
- Data Analysis
- Quality Assurance
- Project Management
- Forecasting and planning
- Workflow Analysis
- Excellent Communication
Accomplishments
Champion of Chase Awardee
TALA Awardee
Risk Champion
You Made A Difference Awardee
Innovation Champion
Recipient of numerous awards and recognitions
Timeline
Associate Business Analyst
JP Morgan & Chase
03.2024 - Current
Business Operations Analyst
JP Morgan & Chase
09.2022 - 03.2024
Operations Coordinator
JP Morgan & Chase
11.2019 - 09.2022
Collections Specialist II
JP Morgan & Chase
07.2016 - 11.2019
Collections Specialist
American Express
01.2016 - 05.2016
Team Leader
First Source Business Solutions Inc
10.2015 - 01.2016
Senior Lien Specialist
First Source Business Solutions Inc
04.2012 - 10.2015
Collections Specialist
Capgemini Inc
09.2010 - 03.2012
Quality Assurance Specialist
NCO Group
01.2010 - 07.2010
Collections Specialist
NCO Group
09.2008 - 12.2009
High School Diploma -
Taguig Science High School
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