Recruitment Specialist/Operations Supervisor/Quality Control

* Ensured all elements of covenants in executed legal loan documents for private bank clients are compliant,and accurately captured and transposed to the Commercial Loan Agreement Servicing System (CLASS). * Conducted routine quality audits based on both random and targeted sampling of data. * Ensured SOPs are updated and followed by the Quality team. * Partnered closely with the Covenant Monitoring Team and with management for accuracy, and to provide timely feedback on missing or inaccurate data elements for timely resolution.

Handled multifunctional administrative operations;Drafted reports, investigations, minutes, & meeting agendas for management; Operated tools for logistics,procurement, & attendance control. Excelled in a wide range of clerical, secretarial and general office tasks; Coordinated, organized &supervised TOEFL and IELTS exams, meetings & school events.

Handled calls of varying complexity, including customer complaints, research and aftermarket service; Obtained maximum customer satisfaction within SLA.

* Supervised a team of 9 agents (Manila Liaisons & Stop Holds team) that connected third-party attorney firms with internal teams in the foreclosure process and also handled non-routine issues. * Ensured team KPIs are met and metrics are diligently monitored and reported. * Initiated team meetings and one-on-one coaching sessions to check individual agent KPIs and work-life issues. * Ensured timely resolution of escalated or complex transactions. * Audited and checked accuracy of weekly reports.