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Jhoanne Nepomuceno

Escalation Manager with 14 years expertise in Banking and Customer Service. I am proficient in the latest techniques and software tools for

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Intro
Rizal, Philippines
Operation Manager at HSBC
Studied Science at Polytechnic University of the Philippines
Consumer Services
Joined September 16, 2022

Skills

Languages

English
-
Intermediate
About
I have been working with HSBC EDPP INC for 14 years now and my career journey has been fun, fulfilling, and enriching. To be able to see other people grow and reach their career goals is nothing but overwhelming. I truly enjoyed being a Team Manager and Escalation Manager for almost 10 years. Whilst they say that the only constant thing in life is change hence my priorities changed so I opted to be a part of the credit community of HSBC. Right now, knowing and being able to do a work-life balance is something that I appreciate in my current post and of course, being able to deliver the tasks set of me still gives me that same feeling of fulfillment and fun
Experience
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HSBC
Sep 2018 – Present
Quezon City Philippines
Operation Manager
● Accountable for the performance of the team and all that they do, contributing to the successful delivery of given standards whilst remaining within key operational performance parameters. KPIs (Sales and Revenue, retention rates, first call resolution, customer satisfaction, AHT, ASA, sales targets, etc.) ● Understands Business Intelligence data and is able to translate it into individual team performance plans. ● Plans and prioritizes work accordingly in consideration of importance, urgency, customer, and business impact. ● Manages and resolves escalated customers' concerns and complaints and uses appropriate business judgment, making considered decisions and managing monetary adjustments that protect and enhance HSBC's values, reputation, and business. ● Demonstrates ownership and common sense with all that needs to be done and shares best practices across teams and peers. ● Timely and effective team briefings ● Achieve productivity targets
Education
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Polytechnic University of the Philippines
May 1999 – Jun 2004
Bachelor of Industrial Psychology, Science
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