Emmarei Medina
Team Lead - Relationship Service Advisors
Tolleson,AZ
Summary
Seasoned operations management professional with over 10 years experience in Client Service and Banking Industry. Hands-on leader, adept at providing teams with training, guidance, support and motivation to succeed while ensuring adherence to safety regulations and corporate policies, procedures and standards. Adept problem solver, employing creativity and innovation to overcome challenging and complex issues across employees, processes and costs. Effective communicator with english fluency and well-versed in employees and key stakeholders relations.
Overview
24
24
years of professional experience
Work History
Team Lead - Relationship Service Advisors
Silicon Valley Bank
12.2020 - Current
- Acknowledge, analyze and orchestrate fast resolution of account opening and maintenance related issues for global fund banking clients. Monitor cases until resolution with satisfactory results for client.
- Applies strong operational knowledge to resolve clients banking needs including, but not limited to: wire and ACH payments, enrolment and maintenance of bank products and services, providing excellent client service without compromising bank's risk management and procedures.
- Collaborates with key internal stakeholders to improve client experience, minimize risk, and/or positively influence change in client operations related to bank needs. This is inclusive of leveraging operational knowledge while working closely with internal colleagues to ensure satisfactory results.
- Actively leading team's cross training activities and serves as first level point of escalation for complicated issues.
Manager for Operations
HSBC Electronic Data Processing Phils, Inc.
05.2014 - 03.2020
- Managed multiple teams of 5 to 15 members supporting Liquidity & Cash Management, FX and Payments activities for Europe and Asian regions.
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and risk management efforts.
- Provided leadership and customer service to both top and lower management. Both team and individual performances were one of my accountabilities, providing necessary support and mentoring to my direct reports.
- Drove innovation through continuous operational improvements. Actively participated in developing effective and efficient operations by implementing policies, standard procedures and tools.
- Co-orchestrated several process migrations within strict timeframes and budget constraints by helping solve issues and working closely with senior leaders.
Assistant Manager for Operations
HSBC Electronic Data Processing Phils, Inc.
Quezon City, Philippines
06.2011 - 05.2014
- Supervised teams of 4 to12 processing Derivatives' reconciliation, settlements and investigations activities for Europe region. Led day-to-day operations and handled escalations up to resolution.
- Managed team and individual performances, provided necessary support and mentoring direct reports. Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to business.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to business expectations. This included enhanced employee management by developing shifting schedules and managing overtime.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
Customer Service Specialist
HSBC Electronic Data Processing Phils, Inc.
04.2007 - 06.2011
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Customer Service Specialist
Sitel Phils, Inc.
12.2005 - 04.2007
Customer Service Specialist
Epacific Global Customer Service, Inc.
08.2000 - 12.2005
Education
Bachelor of Arts - Mass Communication
Polytechnic University of The Philippines
Manila, Philippines 06.1995 - 2000.05
Skills
Strong Banking Operations Background
Team Management
Client Service
Risk Analysis and Management
Strategic Planning
Process Improvement
Project organization and development
Additional Information
- Attended multiple training on Operational Risk Management
- Attended multiple training on People and Team Management essentials
- Certified Yellow Belt passer
- Underwent Investment Operations Certification Program – Module 1 passer (Feb 2014)
Character Reference
- Tony Lineberger
Pastor, New Life Baptist Church
8701 W Encanto Blvd
Phoenix AZ 85037
(623) 936 8854
- Meijing Zimmer
Manager, Silicon Valley Bank
Phoenix, Arizona
(480) 216 4657
Timeline
Team Lead - Relationship Service Advisors
Silicon Valley Bank
12.2020 - Current
Manager for Operations
HSBC Electronic Data Processing Phils, Inc.
05.2014 - 03.2020
Assistant Manager for Operations
HSBC Electronic Data Processing Phils, Inc.
06.2011 - 05.2014
Customer Service Specialist
HSBC Electronic Data Processing Phils, Inc.
04.2007 - 06.2011
Customer Service Specialist
Sitel Phils, Inc.
12.2005 - 04.2007
Customer Service Specialist
Epacific Global Customer Service, Inc.
08.2000 - 12.2005
Bachelor of Arts - Mass Communication
Polytechnic University of The Philippines
06.1995 - 2000.05
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