Summary
Overview
Accomplishments
Education
Skills
Work History
Timeline
OperationsManager

Rosielyn Yabes

London,ON

Summary

Extremely motivated, highly competent individual seeking full-time employment in an organization that offers professional challenges utilizing data, interpersonal skills, and problem-solving skills as well as further enhance experience and expertise while contributing to employer's growth and success.

Overview

17
17
years of professional experience

Accomplishments

  • Listed as one of the top 5% High Potential Employees of DBS (Best Bank in the World 2022 by Global Finance) in 2022, and a DBS Gandalf Scholar in 2021
  • Multi-awarded officer: Service Recognition Awards, Excellence Service Awards, Top Performing Officers Awards, Compliments Awards, Best Product Supervisor – SME, Most Dependable CSR
  • Consistently achieved 99.9% Resolution Rate for Service Request Management by developing dashboards using Power BI, and leveraging on automations through Excel Power Query and Python.
  • Improved agents schedule adherence from 83% to 93% by introducing Adherence Dashboard that highlights outliers and month-on-month performance tracking.
  • Improved employee journey in leave validation by developing a Leave Validation dashboard using Power BI
  • Developed and maintained multiple dashboards, data analysis and automation projects to improve operational efficiency and mitigate risk including potential loses
  • Supervised team of 5-10 staff members and handled training classes composed of 10 to 30 agents.
  • AWS Certified CLOUD Practitioner (May 2024)
  • Certified Insurance Officer (BCP and PGI - Singapore)

Education

MASTER OF BUSINESS ADMINISTRATION (EXECUTIVE) - Finance

S P JAIN SCHOOL OF GLOBAL MANAGEMENT
SINGAPORE
06.2022

Skills

  • Data Analysis
  • Data Visualization
  • Business Intelligence
  • Project Management
  • Forecasting
  • Scheduling and Planning
  • Real-Time Management
  • Training and Product Briefing
  • People Management
  • Basic SQL, Python, VBA

Work History

OPERATIONS EXCELLENCE PROJECT MANAGER

DBS BANK LTD
03.2021 - 03.2023
  • Manage, lead and participated in team projects, primarily automation projects, demonstrating an ability to work collaboratively and effectively
  • Build and maintained various Power BI performance management dashboards to provide actionable insights to monitor and improve operational efficiency
  • Select, clean, and structure data to create templates automating regular data extraction from source file using Excel Power Query
  • Work with stakeholders to identify and provide key insights generated by data analysis
  • Maintains a working knowledge of processes that generate data in across various data points
  • Create guides by documenting the processes used to create the recurrent reports / self-serve environments
  • Cultivated interpersonal skills by building positive relationships with others
  • Proven ability to learn quickly and adapt to new situations, technology and software in a fast-paced environment

WORKFORCE ANALYST

DBS BANK LTD
03.2020 - 02.2021
  • Worked with management to develop strategic and tactical plans to meet different requirements through long-term and short-term forecasting resources, call volume and average handling time
  • Work closely with hiring and operation teams to understand headcount levels, help to develop hiring plans and maintain staff plans
  • Utilize data from various workforce management tools to provide in -depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back-office functions
  • Analyze actual results against plan and forecast and recommends interventions where appropriate
  • Gather information, business intelligence, analyzes data trends, identifies root cause (s) and provides information to team members and department leadership
  • Present to various levels of management when required
  • Work under limited supervision, using established procedures

Real-Time Analyst

DBS BANK LTD
11.2017 - 02.2020
  • Produced detailed hourly and daily reports of call center performance and provide insights for making business decisions
  • Monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency, and teamwork
  • To track all the system / network downtime and consolidate reports for management reporting
  • Perform schedule adjustments and to manage CSO's pullouts on real time for all regions
  • Create guides by documenting the processes used to create the recurrent reports / self-serve environments
  • Managed overtime, shift swaps, breaks and Paid Time Off requests

WEALTH MANAGEMENT SPECIALIST

DBS BANK LTD
10.2010 - 10.2017
  • Build a relationship between the bank and the customer though outstanding service
  • Assist customers in various enquiries and request on banking products and services such as Credit Cards, Banking Products including deposit accounts, current accounts in both local and foreign currency, Treasures transactions, Investment products (Unit Trust, Structure Deposits and retirement accounts, Insurance products including selling of travel insurance).
  • Worked flexible hours across night, weekend and holiday shifts and location.
  • Used critical thinking to resolve customer queries, evaluate solutions and suggest options.

SUBJECT MATTER EXPERT (SUPERVISOR)

TRANSCOM WORLDWIDE INC
02.2008 - 09.2010
  • Multi-skilled SME - able to provide administration, customer care service and technical support for an internet service provider based in United Kingdom.
  • Floorwalker - assist first line agents responding to written correspondence
  • Serve as main funnel point for daily/weekly updates for product specific information
  • Partner with Team Managers to identify product and skill improvement opportunities, monitoring service level and occupancy
  • Audit calls and written correspondence to ensure high quality of service is delivered

TRAINING SPECIALIST

ALORICA PHILIPPINES INC
05.2006 - 01.2008
  • Facilitate 'Training Needs Analysis' to help improve job skills, product Academy Bays, side-by-side observations and feedback (non-evaluative) and product huddles
  • Design training modules customized to agents and client needs
  • Manage and upload communications and product briefs into the internal Knowledge Management kit to ensure that agents give consistent and updated information to customers

Timeline

OPERATIONS EXCELLENCE PROJECT MANAGER

DBS BANK LTD
03.2021 - 03.2023

WORKFORCE ANALYST

DBS BANK LTD
03.2020 - 02.2021

Real-Time Analyst

DBS BANK LTD
11.2017 - 02.2020

WEALTH MANAGEMENT SPECIALIST

DBS BANK LTD
10.2010 - 10.2017

SUBJECT MATTER EXPERT (SUPERVISOR)

TRANSCOM WORLDWIDE INC
02.2008 - 09.2010

TRAINING SPECIALIST

ALORICA PHILIPPINES INC
05.2006 - 01.2008

MASTER OF BUSINESS ADMINISTRATION (EXECUTIVE) - Finance

S P JAIN SCHOOL OF GLOBAL MANAGEMENT

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