Mylene Madarang

• Provide both scrutiny and oversight of Client deliverables in line with the tight Divisional SLA’s.
• Assist VP/SVP in the oversight and support of new Clients/Fund launches.
• Act as the main liaison with Clients and internal/external stakeholders to drive results and deliverables.
• In charge of Operational Risk Log and understanding impact of the different levels of RMP.
• In charge of escalation and articulation of key risks and issues to Snr. Management
• Continual review of current processes with the goal of improving efficiencies and mitigating risks.
• Develop and maintained good relationship with other Departments to foster a cohesive/great working environment.
• Develop and monitor career development of team members.
• Manage periodic staff evaluations.
• Manage Team overtime and review workload capacity on a quarterly basis or when need arise.
• Ensure my team is well equipped to handle different Client needs by conducting regular coaching/training sessions in small groups to better facilitate knowledge transfer. This model may have been successful as I’ve had a few people I have been working to develop move up in their role due to the coordinated support by me and my Supervisor.
• Ensured Client satisfaction on issues which were recently addressed by my predecessor. Implemented a new process to resolve proactively. We were commended by the Client for a job well done.
• Implemented Standard Practice on the Clients on my new team to be in line with best practice expectation. Coordinated with difference internal departments to get this up and running. Ensured agreement confirmation from my VP/SVP before putting this out in the open and communicated properly the issue to maintain good relationship. Pushed my Team to get our offshore COE locations to own their task and provide training if need be.
• Helped out with a struggling Team due to staffing issues and assisted them into shape while running my own Team. Reviewed and implemented efficiencies. Conducted training for the offshore COE location so they can start owning the task and relieve pressure from the HFX team handling the Client. Overall saw improvement and moving in the right direction.
• Encouraged my Team to helped out other Clients outside of our Team workload should they want to improve more their skillset provided that they take into consideration their current workload does not suffer as well as their health causing burnout as we are pretty busy as well. A few helped out with different Clients/projects.
• Managing a Pilot Team in HFX for the newly launched split of the different pillars where a new structure is getting implemented across different locations. As the Pilot Batch, we implemented the new work set up structure for our Dept. Heavily involved together with my VP in process improvements/efficiencies and retaining these lines of Clients in phase 1, 2, 3 etc. batches that have rolled out into this new model.
• Involved in Peer Review project wherein we do internal audit on Month End Sign Off practices of random Clients picked. We audit the Team of who the Client belongs to check if SOP checklist/requirements were strictly followed and provide ratings/feedback that is submitted to Snr. Mgmt. for further review.
• Involved in Risk Group assessment for HFX office and work together with the selected Team of Managers, VP and SVP from different departments to asses risk control.
• Currently leading an audit efficiency process within Halifax office to better facilitate audit requests for our Clients.

• Assist in the management of a team within the Reconciliations, Client Service and Delivery group. Reconciliation function is responsible for reconciling Client transaction to third party data, to ensure the integrity and accuracy of the records. This is to ensure residual risk is captured and signed off prior to production of financial statements.
• Have in-depth understanding of the risks, cash flow and best practice protocols required.
• Supervise a team of analyst. Coach/develop staff to perform successfully in their role.
• Have in depth understanding of the risk, cash flow and best practice protocol to service Clients.
• Subject matter expert on all internal reconciliation processes and systems. Well versed in financial instruments.
• Monitor and manage regular break resolution and month end sign off responsibilities.
• Assist with new business project and act as a point of contact for client for a successful integration.
• Commended by client to Snr. Manager for a job well done as I make it a point that our team provides quality service to ensure client satisfaction.
• Conducts monthly coaching/training sessions with my direct reports to check in and address any technical knowledge gaps/personal issues that are affecting performance.
• Track OT to validate proper allocation of resources and staffing needs.
• Independently handles new client migrations without any assistance from my manager and make the necessary decisions to get the structure up and running.
• Created the power point presentation for our portion of the client site visit meeting and answered queries directed to our team in relation to our internal processes/policies.
• Assist other teams for any issues either in relation to our internal reconciliation process or mapping needs.
• Conducted training session for our other offices outside Canada.

• Break resolution on cash/trade and position
• Review Cash, Trades and Position reconciliations report prior to delivering to external clients.
• Set up new bank debt/private placement/OTC Options securities
• Implemented/improved existing processes to enhance efficiency
• Coached juniors and took charge of their monthly/quarterly/semi-annual and annual appraisal.
• Liaise with the client/internal Citco Dept./offices/3rd Party to address issues on a regular basis
• Takes charge of reconciliation process with the client to discuss breaks/current issues.
• Assist manager/Supervisor on admin related task.
• Work out mappings for new accounts/funds for my team.
• Provide assistance/guidance on their task at hand. Act as mentor to facilitate easy transition once live on the floor.
• Assist Manager/Supervisor in doing management related reports.
• Review Cash, Trades and Position reconciliations reports prior to delivering to internal or external clients.
• Created internal mappings for clients that does not have standard reporting formats so data will auto feed into our system
• Handles independent client interactions/resolutions on difficult issues.
• Handles external audit request questions and provide supporting documents as required. Conduct meetings sessions to discuss any confusion on the data provided.
• SME Responsibilities for our recon tools.
• Work w/ global teams on new initiatives, cross training, testing of new functionality.
• Train new users on our recon tools

• Production of daily operational deliverables in line with client/ other Citco Offices service level agreements.
• Preparing daily trades, position and cash reconciliation
• Break resolution for all open items with the brokers or clients
• Verify Security Master set up to ensure proper P&L capture and risk management reporting
• Review of Over the Counter (OTC) master agreements and confirmations
• Support the conversion of any new clients or existing migrations
• Work with Financial Analyst on daily basis on any open issues per client.
• Work with other Citco Offices and Operations Support to resolve any open issues.
• Assist in verifying test results for all in house system enhancements
• Support other business units during peak periods.
• Train new hires on the daily operational task i.e. trade/position/cash reconciliations.
• Assist seniors in management related reports.
• Review/check completed reconciliations prior to submitting to our internal/external clients.
• Undertake special projects like migration of new clients
• Liaise w/ internal/external clients for resolutions on any issues encountered

• Develop complete understanding of clients’ business model, policies, and procedures as they relate to PeopleSupport’s support on the client’s customers to effectively support Operations
• Determine capacity per eRep, per workgroup, per center. For clients supported by both centers, determine volume allocation between the two centers base on capacity.
• Create schedules that meet defined service level, revenue goals, and operating and budget parameters
• Analyze staffing; evaluate schedule performance and accuracy
• Coordinate shift bids/schedule assignment process
• Identify schedule inefficiency caused by volume pattern. Determine cost associated with schedule inefficiency.
• Administer schedule adjustments, schedule exceptions, schedule trade/shift swap, meeting and training schedules, request for time off and overtime hours and payroll issues.
• Prepare forecast for new clients and change orders (e.g. increase in volume, change in service level targets, change of other parameters that affects capacity such as AHT target, call allocation etc)
• Generate staff projection base on forecast information. Run schedule scenarios aimed to achieve optimal schedule.
• Recommend staffing requirements that includes FTE count, employee type (i.e. full-time, part-time, temps) and work rules (i.e. work hours per day and per week).
• Create schedules that meet defined service level, revenue goals, and operating and budget parameters
• Analyze staffing; evaluate schedule performance and accuracy
• Handled one of the big travel account in the company with a total FTE of more than 700 agents.
• Demonstrated flexibility on top of my usual workload and by immediately responding to the requests made by Operations and/or client’s highly-volatile demands;
• Made recommendations with regards to best staffing design for both Manila and Cebu centers of the account currently handled. Able to act on shift bids and schedule adjustments in as soon as within the same day that it was planned and discussed;
• Consistently received kudos from different operations team managers, Sr. managers and VP’s for swift response on certain issues raised as well for timely suggestions made to help address the drop in SLA and high call abandon;
• Able to submit reports ahead of time.
• Lead, supervise and developed the dedicated RTAs on ways and means on how they can perform better; initiate, decide or recommend on how certain processes are to be done; make sure that the reports they send out are accurate and on time;
• Scheduled IEX and Aspect training sessions with Team Supervisors as well as RTA’s for them to better manage the IEX tool and Aspect tools.
• Participated on service delivery and management meetings with clients and Operations;
• Able to work long hours and even on rest days in order to meet deadlines and as well as in preparation to anticipated activities/movements/changes within the accounts I am handling.
• Played a vital role in implementing a special training program that benefited my account in terms of revenue.
• Instrumental in finishing the revision of the Forecasting and Scheduling Team’s Processes Manual;
• Initiated the implementation of IEX adherence report
• Created and rolled out new processes to Operations due to the change in the Organizational Structure
• Created a time and motion study to determine ratio of direct reports needed over actual workload
• Created a proficiency exam for direct reports to determine knowledge basics and level of professionalism in terms of dealing with internal and external customers.

• Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
• Monitors ½ hourly call volumes, AHT, and staffing requirements. Alert Operations management on threshold violation
• Information Management
• Verifies communication of all information relevant to staffing
• Plots PTO/SWAP in the database as against allocation
• Update employee and team data maintained in the workforce management software
• Facilitate eRep skill assignment
• Report Generation
• Monitor, track and report eRep schedule adherence and employee occurrences
• Ensures timeliness and accuracy of the entire reports needed for an account where they are specifically assigned
• Monitor and report allocation to workforce management team that may trigger changes in staffing plan and schedule
• Liaise with Other Departments/Units
• Act as cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system-related issues that impact production. Track and report issues and resolution
• Assist Operations Management with any schedule or staffing information requirement
• Performs other related duties as may be assigned either in support of divisional / departmental goal attainment or personal and professional training, education or development as programmed by superiors.
• Was Team Lead RTA for one of the biggest travel account in the company;
• Growth in leaps and bounds in terms of aptitude in working through all Forcedesk policies and their application to other departments—especially, Operations;
• Gained consistent positive feedback from reps and supervisors and managers for people-oriented service to Operations;
• Mentored new Real-Time Analysts with regards to Forcedesk policies and account know-how’s;
• Acted as supervisor during weekends when there was no supervisor coverage at that time;
• Conducted Workforce survey which aim to improve the quality of the Global Workforce Department’s service delivery

• Trained to handle travel bookings of customers for both flights and hotels as well as process any cancellations, rebooking and changes in the accommodations. We use Worldspan application for flights to process certain requests of the customers and web based programs for hotels and initial bookings for flights.
• Work closely with team supervisor to help improve team statistics most especially the team’s weekly Quality Assurance and Retention performance by providing coaching and feedback sessions
• Do admin work for the team if called upon by team supervisor
• Experience in selling and upselling client products
• Became adept at handling difficult customers.
• Applied technical knowledge and procedure when servicing the client
• Learned client’s web sites, policies, procedures and any back-end systems to ensure proper delivery
• Communicates effectively with internal and external customers
• Performed other duties, functions and tasks that are incidental or inherent to my duties, or that were required by my direct Supervisor.
• Consistent recipient of Ops performance bonus hitting excellent metrics set by the company client
• Consistent excellent QA and CSAT metrics
• Impeccable schedule adherence

• Accounts Receivable - reconciliation of accounts per books and per subsidiary ledger (Compare the accounts receivable balance in the books over the accounts receivable balance per customer)
• Accounts Payable - do processing of payables to suppliers by ensuring that the goods are delivered before payment processing.
• Computation of Salesmen’s incentives (based on quantity of sales). Monthly incentives are given to sale representatives when determined that they’ve reached their target quota.
• Conduct physical inventory count of stocks. Do Month end inventory of stocks by visiting the warehouse/plant to do the physical count and reconcile it per records.
• Preparation of Comparative Monthly Sales
• Monitoring of Shipments/Deliveries. Monitor shipments to Manila if it has reached destination and to observe timely deliveries of goods and empty containers back to the plant.
• Help out with any other reports assigned by the assistant manager.

Treasury Dept.

• Accepts cash or checks from other branches of the store and rent payments from tenant within the bldg.
• Issue official receipts for every cash/check received which is tagged in our records as other income.
• Prepare deposit slips for every receipt issued.
• Makes a run up of all cash/checks received.
• End of day, prepares a summary report of cash/checks received.
• Delivers the summary report to the treasury officer while the cash/checks and deposit slips to the cash vault custodian.

Releasing Dept.

• Countering of sales invoices of all the different suppliers of the company (drygoods, grocery, and concessioner) as well as invoices for rentals of space or equipment including utility bills. This is then submitted to the accounting dept for payment processing.
• End of day summary reports are submitted to Finance and Accounting Dept for the daily countered invoices.
• Release payment checks to suppliers every Friday and Saturday of the week.

Issuance Dept.

• -Issue checks for different suppliers, bills, rentals of space or equipment that have already been processed by the accounting dept. for all store branches.
• Help out in the printing of issued checks.
• Help counter check accuracy of newly issued printed checks.
• Assist bookkeeper for check issuance of daily personal fund transfers of company owners.