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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. 

National Taiwan University - Chinese Language Division

University of the Philippines, Diliman

De La Salle University - Manila

Liz Belle Marie Baldazo Yap

Yap Caressa Diane Enterprise Corporation

Human Resource Generalist

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.

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 (Asia Pacific, Europe Middle East and Africa, North America).

Citibank N.A, Citi Shared Services

Assistant Manager - Reconciliation Group

Responsibilities:
• Accomplish daily and monthly reconciliation reports and account validation reviews for clients in Asia Pacific, Europe Middle East and Africa, and North America 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;

Analyst - Reconciliation Group

• Handled online retail concerns of US customers for a well-known brand in the US;
• 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.

Aegis Peoplesupport, Incorporated

Email Response Agent - Holiday Support

• Handled technical concerns of US customers for a well-known gaming console;
• 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.