Cyril Sol L. Valencia

• Gathered daily data and reconciled accounts.
• Monitored and maintained compliance with internal controls.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our services.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
• Investigated customer inquiries and resolved discrepancies (disputes) in helpful and timely manner.
• Balanced ATM cash.
• Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
• Collaborated with other departments to confirm compliance with banking procedures and regulations.
• Maintained friendly and professional customer interactions.
• Educated customers on online banking and mobile banking applications.

Primary activities under the Assurance Testing: (KCE) Key Control Effectiveness, (QCI) E&Y Quality Control Inspections, and (QA) Compliance Quality Assurance Reviews.

This included:

• Communication with businesses (end to end review process)
• Perform testing: review and assess records related to testing progress
• Identify and recommend appropriate treatment to remediate gaps identified - coordinating with the business on agreed targets
• Discuss preliminary results with line manager, and follow assurance analysts
• Socialize final results to all stakeholders (i.e. risk owner, control owner, operators, etc.)
• Manage "acceptance" received from stakeholders to ensure that all required approvals are obtained; and/or
• Provide responses to any inquiries as it relates to the outcome of the testings onto COR to include: assessment date, CAPS record, and treatments.
• Prepare the testing summary slide for ORCC pack.
• Manage individual test schedule checklist (to ensure timely completion of all review requirements).
• Monitor treatments to ensure timely closure by the issue owners.

Other activities under Assurance included:

• Timely completion of all BAI/EDGE/Bankwide training assigned and under the Assurance Analyst Role.
• Timely submission of monthly leave calendar.
• Assigned as the "alternative" (backup) secretary for the A.T. ORCE forum (backup for J. Untalan/C.Collazo-Cruz).
• Provide support to line manager.

• Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with an attempt to enhance their skills.
• Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
• Ability to stay calm, collected and logical during stressful moments to identify and implement optimal solutions.
• Enforced company policies and regulations with all employees to ensure daily operations are met to company and customer standards.
• Train new employees and delegate daily tasks and responsibilities.

• Ensure all forms of currency are accurate through correct billing, payment processing and cash management practices as seen during live operations and during closing procedures.
• Enhance operational efficiency by consistent collaboration with fellow staff members to ensure that customer satisfaction is met at all times.
• Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
• Overlooked overall operations of which include: checking on guests, paying out guests, cleaning tables, and using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags.

• Actively listened to customers, handled concerns quickly and escalated major issues to the General Manager.
• Resolved problems, improved operations and provided exceptional service.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Maintained excellent attendance record, consistently arriving to work on time.
• Developed and maintained courteous and effective working relationships.
• Managed team of 28 employees, overseeing hiring, training, and professional growth of employees.
• Developed and implemented safety procedures that meet Public Health standards to ensure that operational sanitation and safety are met for all employees and guests.
• Handled vendor invoices and documented monthly inventory.
• Developed weekly employee schedule.
• Developed and administered yearly employee professional growth evaluations.