ROCHELLE HARBERT
Tyler,TX
Summary
Strategic operations leader with deep experience in banking, risk, and compliance. Strong track record in planning, financial analysis, and process improvement.
Overview
2
2
Languages
1
1
Certification
2013
2013
years of professional experience
Work History
Vice President
JPMorgan Chase
TAGUIG, PHILIPPINES
06.2010 - 10.2012
- Directed strategic planning for client solutions and aligned business priorities with organizational goals.
- Led cross-functional initiatives across banking, risk, and compliance teams.
- Reviewed financial models, forecasts, and portfolio performance for leadership.
- Monitored operational risks and escalated critical issues through bank governance channels to ensure compliance.
- Identified operational challenges and implemented targeted solutions to streamline processes.
Senior Operations Manager
Sutherland Global
CLARK, PHILIPPINES
2008 - 2010
- Monitored service levels, quality standards, and operational compliance across teams
- Reviewed performance reports and prepared operational updates for leadership to inform strategic decision-making.
- Managed personnel including recruitment, training, scheduling, performance reviews and disciplinary actions.
- Supervised and coached operations managers to enhance team capability and operational effectiveness.
- Trained supervisors on process adherence, coaching, and team communication
- Conducted regular audits of systems and processes to detect any potential issues or risks.
- Advised senior leadership on necessary modifications to improve processes and procedures.
Operations Manager
Accenture
MANDALUYONG, PHILIPPINES
2006 - 2008
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Managed daily operations across client service teams, ensuring adherence to Accenture delivery standards.
- Supervised employee workflow to maximize productivity and uphold quality standards.
- Managed scheduling, training and inventory control.
- Led issue resolution across cross-functional teams and support channels.
- Improved process documentation to support consistent team execution and handoffs.
- Prepared operational reports for leadership reviews and client updates, facilitating informed decision-making.
- Partnered with clients to support staffing plans and service continuity.
TEAM LEADER
SITEL
QUEZON CITY
2005 - 2006
- Supported customer support teams in Sitel contact center operations.
- Tracked call queues and service levels to help balance daily workload.
- Reviewed calls for quality compliance and customer care standards.
- Coached agents on scripts, procedures, and communication skills.
- Handled escalated customer issues and routed complex cases.
- Reviewed schedules and supported staffing coverage during call volume changes.
- Led weekly team meetings to discuss goals, successes, and improvement areas.
- Trained and coached team members on customer experience expectations.
Quality Assurance Specialist
SYKES
MAKATI
2003 - 2005
- Monitored customer interactions for Sykes contact center quality standards.
- Checked calls against client scorecards and compliance guidelines.
- Recorded quality findings in audit reports and tracking logs.
- Shared feedback with agents during coaching and calibration sessions.
- Reviewed service trends to find process and documentation gaps.
- Raised policy issues to supervisors and operations teams.
- Supported training efforts with call examples and quality criteria.
- Kept accurate records for customer support evaluations and reviews.
- Built and maintained quality assurance protocols, processes, and procedures.
Technical Support Representative
ETELECARE
QUEZON CITY
2001 - 2003
- Resolved customer technical issues for Etelecare support requests.
- Answered inbound calls and guided users through troubleshooting steps.
- Recorded service cases in support ticket systems.
- Escalated complex issues to higher-level technical teams.
- Helped customers with account access and service setup.
- Followed Etelecare procedures for call handling and issue resolution.
- Provided technical support to customers through phone, email, and chat.
- Documented all support activities, including process updates and changes made.
Education
Bachelor of Science - Physical Therapy
UNIVERSITY OF SANTO TOMAS
MANILA, PHILIPPINES03-2000
Skills
- Strategic planning
- Financial analysis
- Risk management
- Regulatory compliance
- Portfolio reporting
- Operational leadership
- Process improvement
- Performance reporting
- Data analysis
- Team leadership
- Stakeholder communication
- Employee coaching
- Training and mentoring
- Coaching and mentoring
- Problem solving
- Attention to detail
Languages
English
Professional
FILIPINO
Professional
Certification
- Physical Therapist
Timeline
Vice President
JPMorgan Chase
06.2010 - 10.2012
Senior Operations Manager
Sutherland Global
2008 - 2010
Operations Manager
Accenture
2006 - 2008
TEAM LEADER
SITEL
2005 - 2006
Quality Assurance Specialist
SYKES
2003 - 2005
Technical Support Representative
ETELECARE
2001 - 2003
Bachelor of Science - Physical Therapy
UNIVERSITY OF SANTO TOMAS