JADE VALDEZ ARINZANA

• Led a 15-member team overseeing all aspects of plan administration for one of Canada’s largest RESP providers.
• Directed end-to-end operations including account maintenance, scholarship payouts, and regulatory compliance, achieving over 95%+ in our operational service level and quality accuracy and meeting all audit standards.
• Delivered a flawless migration of all Canadian Heritage plan data to the STARS platform (Mar 2022)—led a dedicated cleanup team that reconciled 100% of legacy records, enabling a zero-error, on-schedule cutover recognized by senior leadership as a model project.
• Directed the successful divestiture of Heritage International Plans to PROVEN in Jamaica (Nov 2022)—orchestrated cross-border data reconciliation, built and delivered comprehensive training for the acquiring team, and achieved a seamless hand-off with no service disruption and full regulatory compliance.
• Championed a culture of coaching and professional growth, resulting in multiple internal promotions.

¨ Became a key resource to the Customer Service Team and handled escalated calls from Heritage’s customers.

¨ Worked alongside the Manager of Customer Service in coaching and ensuring that the department meets its objectives.

¨ Supervise the contract employees during the Scholarship & Maturity season.

• Established best practices for communication, fostering a collaborative team environment.
• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

• Managed daily operations for a 20-agent operations associate handling over 60,000 applications during peak season and over 20,000 applications during off peak season.
• Spearheaded cross-departmental quality initiatives that reduced escalations by 20%.
• Oversaw RESP transactions and ensured compliance with industry regulations.

• Oversaw daily operations, ensuring compliance with safety protocols and operational standards.
• Mentored team members, fostering skill development and enhancing job performance.
• Streamlined workflow processes, improving efficiency and reducing turnaround times.
• Conducted performance evaluations, providing constructive feedback to enhance team productivity.
• Coordinated with cross-functional teams to resolve operational issues promptly.
• Developed standard operating procedures, ensuring consistency in task execution and quality control.
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Boosted team morale and performance, organizing regular training sessions and motivational meetings.

• Promoted rapidly from CSR to leadership roles due to exceptional performance and client satisfaction.
• Trained and mentored new hires and contract employees during peak scholarship seasons, sustaining top-tier service levels.
• Consistently exceeded KPIs for call quality, accuracy, and client retention.

• Delivered premium and quality customer service to subscribers and beneficiaries.
• Responded to calls with urgency while maintaining service standards.
• Provided administrative support and implemented solutions for client requests and investigations.
• Proactively identified and improved inefficient processes.

• Processed scholarship and maturity applications with 100% compliance to service quality standards.