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).

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;

• 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.

• 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.