JALIN MUNOZ
Quezon City,NCR
Summary
High performing and highly adaptive professional with 8 years of experience in business processing and a passion for IT Industry. Extensive experience in transferable skills including reporting, data analysis, quality assurance and process improvement. Currently dedicating hours in a month of time to study the skills and technology trend required in this industry such as Data Analytics.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Subject Matter Expert
Manulife Business Processing Services
Quezon City, Philippines
05.2022 - Current
- Provided subject matter expertise and guidance to Billing and Income team in the development of new products or system.
- Managed reports and monitored AWD queue using Power Bi Dashboards to ensure requests are assigned and distributed within target SLA.
- Ensured accuracy and resolved discrepancies of outstanding bank open items through Bank Reconciliation Power BI Dashboard.
- Performed quality assurance in order to guarantee accuracy and correct handling of completed requests.
- Analyzed existing processes and procedures to identify opportunities for improvement or cost savings initiatives.
- Create and review technical documents, such as user manuals and training materials, to ensure accuracy of content.
Billing and Income Analyst II
Manulife Business Processing Services
12.2017 - 05.2022
- Responsible for the accurate processing of money deposits and ensuring that product payment on different billing modes and methods are in places.
- Handle queries from internal/external clients, Outsource Team(India Counterpart) and Business Units.
- Performed quality assurance to assess data and validate results.
Business Process Associate
Manulife Business Processing Services
12.2015 - 12.2016
- Administered the setup of information and licensing requirements for new agents at John Hancock using LARS system.
- Managed indexing of LTC inbox utilizing Lotus Notes and directed work items to AWD
- Worked closely with the Boston Business Unit to address any concerns or issues that arose.
Customer Service Representative
Concentrix (Formerly IBM Daksh)
UP Ayala Technohub
12.2013 - 01.2015
- Processed bank transactions requests from UK Customers including money deposit, withdrawals, and Individual Savings Account refunds.
- Manages workload distribution and categorization effectively with the use of AWD
- Provided customer service support and assistance via email to UK clients.
IT Research & WebScrape Analyst
Intelligent Profile Generation Corporation
Rufino Tower, Ayala Makati City
03.2012 - 10.2013
- Conducted research on IT contacts profiles from various companies in the MEA, European top 500 and US top 2000 regions utilizing both Auto-Scrape tools and manual techniques.
- Conducted LinkedIn account research and utilized various website sources to generate leads and match contacts profiles for clients including Teradata, TechTarget, Computer Associates, Dell, etc. by utilizing Macros, Email Blasts, and a Contact Information Scrape tool.
IT User Support Associate
Manila Electric Company (Meralco)
Ortigas Avenue, Pasig City
05.2010 - 01.2011
- Maintained accurate records of peripherals inventory and prepared detailed reports on a daily basis.
- Configured desktop computers, performed imaging tasks, and installed software
- Managed document organization and file batching.
Education
BS Information Technology -
Quezon City University
05.2011
Skills
- Process Improvement
- Training Delivery
- Site Support
- Reporting and Documentation
- Power BI and Excel Knowledge
- Data Analysis
- Interpersonal skills
- Quality Assurance Control
Certification
- Lean Six Sigma Foundations
- Process Improvement Foundations
- Excel for Business Analysts
- Learning Data Analytics: 1 Foundations
- Power BI Essential Training (2020)
- Excel VBA: Process Modeling
Timeline
Subject Matter Expert
Manulife Business Processing Services
05.2022 - Current
Billing and Income Analyst II
Manulife Business Processing Services
12.2017 - 05.2022
Business Process Associate
Manulife Business Processing Services
12.2015 - 12.2016
Customer Service Representative
Concentrix (Formerly IBM Daksh)
12.2013 - 01.2015
IT Research & WebScrape Analyst
Intelligent Profile Generation Corporation
03.2012 - 10.2013
IT User Support Associate
Manila Electric Company (Meralco)
05.2010 - 01.2011
BS Information Technology -
Quezon City University