Jo-Anne Orit
Armagh,ABC
Summary
Accomplished Senior Process Executive with a proven track record at Infosys BPM, enhancing operational efficiency and customer satisfaction through expert workflow analysis and exceptional problem-solving abilities. Spearheaded initiatives that fostered team growth and optimized processes, demonstrating a commitment to compliance and customer service excellence. Skilled in both technical and interpersonal communication, driving significant improvements in production quality and customer relations.
Overview
4
4
years of professional experience
Work History
Senior Process Executive
Infosys BPM
Philippines
08.2023 - 04.2024
- Trained junior team members in technical skills and industry best practices, fostering a culture of learning and growth.
- Optimized production quality by identifying bottlenecks and developing targeted solutions.
- Maintained a positive work environment by fostering open communication, providing constructive feedback, and recognizing team achievements.
- Provided strategic and operational recommendations for improvement across departments.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Senior Process Associate
TCS Consulting
Philippines
02.2022 - 02.2023
- Met month-end reporting objectives and deadlines.
- Maintained accurate documentation of processes, facilitating easy reference for internal audits and knowledge transfer.
- Supervised processes to eliminate weak points or bottlenecks in business operations.
- Enhanced overall organizational agility by embracing change management principles and leading by example in process transformation efforts.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Improved loan processing time by streamlining the application review process and enhancing communication with clients.
- Reviewed and validated details of loan applications and closing documentation.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
Fraud Specialist
Wells Fargo
Philippines
06.2021 - 01.2022
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Provided exceptional support to internal stakeholders during fraud investigations, ensuring all relevant information was readily available for swift and accurate decisionmaking.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
Technical Support Representative
CSS Corporate Solutions
Philippines
07.2020 - 03.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Risk Analyst
Ubiquity Global Services
Philippines
12.2019 - 07.2020
- Assessed emerging risks through ongoing research and monitoring of industry trends, proactively addressing potential threats before they materialized into significant issues.
- Collaborated on implementation of collection strategies with collections, risk and fraud teams.
- Improved decision-making processes by providing insightful recommendations based on thorough risk analysis.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
Education
Bachelor of Science - Administration Marketing Management
University of Makati
Philippines04.2018
Skills
- Workflow Analysis
- Process Mapping
- Efficiency Improvement
- Compliance
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Service
- Customer Relations
- Call center experience
- Computer Proficiency
Timeline
Senior Process Executive
Infosys BPM
08.2023 - 04.2024
Senior Process Associate
TCS Consulting
02.2022 - 02.2023
Fraud Specialist
Wells Fargo
06.2021 - 01.2022
Technical Support Representative
CSS Corporate Solutions
07.2020 - 03.2021
Risk Analyst
Ubiquity Global Services
12.2019 - 07.2020
Bachelor of Science - Administration Marketing Management
University of Makati