CV_Lapira, Donn-Dexter N.
- 1. DONN-DEXTER NICDAO LAPIRA Dubai, UAE Mobile No.: 0505217692 Email: donndexterlapira24@gmail.com PROFILE SYNOPSIS A University Degree holder and an experienced Junior Management Professional with progressive exposure in banking, customer service and administrative tasks with basic understanding of Workforce and Business Process Support. A dedicated professional, who can bring to your business: passion for his work, productive and viable business ideas, enthusiasm and proven work skills. Possess excellent analytical, research, presentation, communication and interpersonal skills. PROFESSIONAL EXPERIENCE SENIOR TEAM MEMBER WORKFORCE ANALYST (Consumer Banking Services) BA Continuum Philippines, a non-bank subsidiary of Bank of America, Philippines FEB 2011 - OCT 2014 揃 Responsible in monitoring call volume of inbound call traffic to ensure customer needs are met by performing real time monitoring of the associates who have too much AUX breaks and call abandonment. 揃 Manages daily reports which is essential for site metrics such as AHT, shrinkage, staffing report, schedule movements, attrition, overtime, which is part of End-of-day reports. 揃 Initiated After Call Work (ACW) and Aux usage report to provide trend analysis on associates unavailability on a daily basis, as a result, targets in AHT were met for the past 3 months that makes PHP site as one of the top performing in Consumer Banking globally. 揃 Works hand-on-hand with HR in processing the payroll of associates. This includes holiday pay, night differential, leaves, lates, and other attendance-related concerns. SENIOR TEAM MEMBER DEAL ASSIGNMENT AND REPORTING SPECIALIST (Global Wholesale Banking Operations) 揃 Liaise with Sales Teams located in 16 offices globally and work closely with Implementation Advisors to help set up documents and accounts. With fundamental understanding of compliance, KYC, DFSA policies and procedures, and with accounts and administrative support. Additional task includes technical support in online banking. 揃 Appointed as Reporting Analyst for the entire Global Wholesale Banking in Philippines site and in charge in statistical data for Monthly Business Review. Additional tasks provided such as performance management, budgeting of team funds, and involving in employee engagement for company events. 揃 Globally recognized and awarded as the most number of six sigma projects replicated for process improvement (3 awards for JDI projects and 1 Bronze Award as a site wide recognition for project initiatives). The project includes reduction of time in generating reports such as daily dashboard, deal assignment and e-banking reports, and performance metrics through semi-automation. An improvement rate of 99.95% in terms of reporting and reduction in time for dashboard.
- 2. TEAM MEMBER SUBJECT MATTER EXPERT (Consumer Banking Services) 揃 Acted as a Proficiency Coach for newly hired associates on process knowledge, quality standards and customer service handling to ensure they deliver in accordance with the target set by the management. 揃 Analyzed daily performance data to determine the areas for improvement and addressed by doing a live chat monitoring and timely coaching session. 揃 Consistently awarded and globally recognized as one of the top performers for 2011 and 2012 (1 Gold, 2 Silver, and 1 Bronze Award). TEAM MEMBER CHAT ASSOCIATE 揃 Acted as a Bank Ambassador by effectively handling customers inquiries, requests and complaints via chat. 揃 Received recognition from the Senior Management by being part of the upper 10% performers of the entire process. CREDIT AND BILLING ASSOCIATE Redbana Philippines SEPT 2010 - DEC 2010 揃 Handles credit management and performs real time monitoring of payments and outstanding invoices. Additional tasks are: processing payment reversals, credit adjustments, and refunds, and preparing financial reports for collections. 揃 Works hand-on-hand with payroll team in processing monthly pay; this includes computation and adjustments of compensation based on associates attendance. CUSTOMER SERVICE REP TELLER Metropolitan Bank and Trust Company MAY 2008 - SEPT 2010 揃 Accountable in cash management that involves processing of payments, deposits, withdrawals, money transfers, check deposits, and buying and selling of foreign currencies. 揃 Cross sells bank products such as credit cards, insurance, real estate, and loans. 揃 Exposed in other tasks inside the branch such as new accounts (personal and corporate), sundries and collections, time deposits, placements, trust funds, check clearing and loan computation. TRAINING AND CERTIFICATIONS Junior Management Program MAR 2013 - DEC 2013 Annual Leadership Conference NOV 2008 NOV 2013 Basic Six Sigma Training JUNE 2011 Money Counterfeit and Signature Verification MAY 2008 School of Teachers (Level 1 and 2) 2007 2008 School of Leaders (Level 1 to 3) 2005 2006 Basic Accounting and Financial Accounting 2004 2005 EDUCATIONAL ATTAINMENT Bachelor in Banking and Finance 2004 - 2008 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES MANILA, PHILIPPINES PERSONAL DETAILS Nationality : Filipino Place of Birth : Manila
- 3. Date of Birth : November 24, 1987 Marital Status:Single