Liz Belle Marie Baldazo Yap
Customer Service Specialist
Taoyuan City, Taiwan
After spending years as a part-time volunteer supporting start-ups in Thailand and advocating for youth mental health in the Philippines, I am now looking to resume a full-time professional career in customer service. Highly motivated and experienced, I am currently seeking to be part of an organization where I can share my passion for turning challenges into opportunities to learn, to contribute further success to the organization, and to achieve expectations, if not beyond.
Work Experience
Human Resource Generalist
Yap Caressa Diane Enterprise Corporation
February 2015 - August 2020
Taipei, Taiwan
Responsibilities:
• Maintains work structure by updating organizational charts and job descriptions;
• Maintains an effective and efficient recruiting, testing, and interviewing program, conducting and analyzing exit interviews;
• Train managers on candidate selection, coaching & disciplining employees, and conducting performance evaluation;
• Schedules management conferences with employees, when necessary;
• Ensures employee confidence by hearing and resolving grievances and counseling employees and managers;
• Maintains management guidelines by preparing, updating, and recommending human resource policies and procedures;
• Maintains historical human resource records by designing a filing and retrieval system for past and current records;
• Ensures legal compliance by monitoring and implementing labor requirements.
Achievements:
• Pioneered the drafting, editing, finalization, and implementation of an Employee Handbook and Code of Conduct across the businesses in accordance with the industry and law standards;
• Implemented a standardized hiring process and New Hire On-boarding process;
• Implemented a filing system for efficient retrieval of employees’ 201 files and applicants’ resumes;
• Trained Managers and Supervisors on efficient and effective communication and evaluation of their staffs;
• Implemented a new payroll spreadsheet for efficient reporting that decreased 30% of the workload of payroll staffs;
• Revised the Staff Rewards Program to boost employee loyalty in the company.
Assistant Manager - Reconciliation Group
Citibank N.A, Citi Shared Services
January 2013 - May 2014
Taipei, Taiwan
Responsibilities:
• Accomplish daily and monthly reconciliation reports and account validation reviews within service-level agreement;
• Submit monthly proofing review of reconciled general ledger accounts;
• Monitor issues and exceptions and ensure that responsible units are updated through proper escalation;
• Develop data integrity checks to ensure reliability of reports and metrics provided to clients and top management;
• Develop customer service excellence. It includes metrics distribution, conduct customer service calls, and initiate process improvements.
Achievements:
• Led the control function as a reconciliation report checker for 75% of the team’s daily reconciliation tasks;
• Consistent CITI RAVE awardee. Three-time CITI PRAISE awardee;
• Represented the department as a Citi Voice of the Employees Champion;
• Reduced time to render Citi Global Market Asia and EMEA daily reconciliation tasks by 40% through automated generation of raw reports utilizing the scheduling tool of a business intelligence software, SAP BusinessObjects;
• Supported system enhancement projects and absorbed additional tasks for newly migrated financial data accounts;
• Subject-matter expert on Citi Global Markets general ledger reconciliation across three regions (APAC, EMEA, NAM).
Analyst - Reconciliation Group
Citibank N.A, Citi Shared Services
July 2010 - December 2012
Taipei, Taiwan
Responsibilities:
• Accomplish daily and monthly reconciliation reports and account validation reviews within service-level agreement;
• Submit monthly proofing review of reconciled general ledger accounts;
• Monitor issues and exceptions and ensure that responsible units are updated through proper escalation;
• Develop data integrity checks to ensure reliability of reports and metrics provided to clients and top management;
• Develop customer service excellence. It includes metrics distribution, conduct customer service calls, and initiate process improvements.
Achievements:
• Represented the department as a Citi Voice of the Employees Champion;
• Employee of the month in September 2012; Consistent CITI RAVE awardee. Three-time CITI PRAISE awardee;
• Represented the Manila Balance Sheet Substantiation team during the year-long migration of Citi Global Market financial data warehouse from an out of date warehouse, SOLAR data interface to a the latest business intelligence software, SAP BusinessObjects in 2012;
Email Response Agent - Holiday Support
Aegis Peoplesupport, Incorporated
February 2009 - May 2009
Taipei, Taiwan
• Respond to customer email inquiries within 8 minutes;
• Resolve customer order issues through email by assessing the complaint, placing replacements, and providing satisfactory compromise;
• Retain customer trust by meeting customer expectations and maintaining image of company through professional email communication.
Customer Service Representative - Holiday Support
NCO-RMH Teleservices Asia Pacific Incorporated
December 2008 - January 2009
Taipei, Taiwan
• Receive phone calls and provide support on technical difficulties by assisting customers on determining the issue of their hardware to deliver correct action;
• Resolve customer complaints by guiding them on basic troubleshooting or ordering warranty replacement, if necessary.
• Closing the call with a satisfied customer and complete customer notes for future reference.
Education
National Taiwan University - Chinese Language Division
180 Hours Chinese Mandarin Program
2020 - 2020
University of the Philippines, Diliman
Strategic Human Resources Management
2015 - 2015
De La Salle University - Manila
Marketing Management
2005 - 2009
De La Salle University - Manila
Psychology
2005 - 2009
