Open to opportunities

John Ellies Raymundo

@johnelliesraymundo

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Customer experience-focused professional with a decade of leadership success.

Zimbabwe

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What I'm looking for

I am seeking a role that values customer experience and offers growth opportunities.

I am a customer experience-focused professional with over a decade of success in team leadership, process optimization, customer service, and compliance-driven environments. My proven track record in enhancing support operations and streamlining workflows has significantly increased customer satisfaction across fintech, BPO, and enterprise sectors.

At Kraken, I excelled in client onboarding and compliance, ensuring authenticity and adherence to Anti-Money Laundering (AML) regulations. My expertise in Zendesk configuration, including Triggers and Automations, has improved ticket handling efficiency and resolution times. I am recognized for mentoring high-performing teams and driving quality assurance initiatives, delivering accurate and compliant solutions in fast-paced settings.

Throughout my career, I have designed and implemented efficient ticket process workflows, automated assignment processes, and developed strategic plans to achieve team objectives. My commitment to fostering a collaborative environment has enhanced individual and team performance, ensuring alignment with organizational goals.

Experience

Work history, roles, and key accomplishments

Client Onboarding

Kraken / Payward Inc.

Nov 2017 - Dec 2022 (5 years 1 month)

Conducted thorough verification of identity and proof of residence documents to ensure authenticity and compliance with Anti-Money Laundering (AML) regulations. Initiated requests for enhanced due diligence, including selfie verification, for clients requiring additional scrutiny.

AML KYC Zendesk Compliance Risk Assessment Customer Service Process Optimization Team Leadership Project Management Critical Thinking

QA Analyst

Kraken / Payward Inc.

Nov 2017 - Dec 2022 (5 years 1 month)

Conducted comprehensive reviews of processes to identify and eliminate inconsistencies, ensuring clarity and adherence to standards. Provided coaching and actionable feedback to associates, reducing errors and improving overall process compliance.

Quality Assurance Process Improvement Coaching Performance Monitoring Critical Thinking Project Management Team Leadership

Team Leader

Kraken / Payward Inc.

Nov 2017 - Dec 2022 (5 years 1 month)

Successfully trained and mentored team members, fostering a collaborative environment to enhance individual and team performance. Developed and implemented strategic plans to achieve team objectives, ensuring alignment with organizational goals.

Team Management Leadership Project Management Workflow Design Performance Monitoring Coaching Strategic Planning Critical Thinking Quality Assurance

Process Optimization Specialist

Kraken / Payward Inc.

Nov 2017 - Dec 2022 (5 years 1 month)

Designed and implemented efficient ticket process workflows across all teams, delivering a seamless 6-Star Client Experience. Streamlined business rules to maximize operational efficiency and ensure consistency in processes across groups and organizations.

Zendesk Process Optimization Workflow Automation Business Rules Project Management Customer Service Team Leadership Critical Thinking Quality Assurance

Payroll Analyst

ADP Philippines

Nov 2013 - Nov 2017 (4 years)

Ensured accuracy and compliance in payroll processing by meticulously reviewing and interpreting resource documents, such as canceled checks and bills, for precise data entry. Compiled, organized, and verified payroll data to maintain error-free records and uphold high standards of accuracy.

Payroll Processing Data Entry Compliance High Accuracy Financial Analysis Problem Solving

Retention Specialist

FirstSource Solutions

Apr 2011 - Oct 2013 (2 years 6 months)

Proactively reviewed accounts flagged for closure or cancellation, identifying opportunities to retain long-term credit card holders. Effectively communicated the benefits and value of credit card services, addressing customer concerns to foster loyalty and satisfaction.

Customer Retention Customer Service Communication Persuasion Problem Solving Client Relationship Management Sales Negotiation Data Analysis Account Management

Collections Specialist

Genpact Services

Nov 2009 - Feb 2011 (1 year 3 months)

Collaborated with customers to arrange debt repayment plans or establish tailored repayment schedules based on their financial circumstances. Advised customers on effective actions and strategies for managing debt repayment, ensuring clear communication and support.

Collections Debt Management Negotiation Customer Service Communication Documentation Compliance Problem Solving

Customer Service Specialist

HSBC Data Processing

Sep 2008 - Jun 2009 (9 months)

Delivered exceptional service by providing accurate product and service information, ensuring customer satisfaction and loyalty. Resolved product and service issues efficiently, addressing customer concerns and identifying effective solutions.

Customer Service Problem Solving Communication Conflict Resolution Product Knowledge Customer Satisfaction Data Entry Relationship Building

Education

Degrees, certifications, and relevant coursework

Lyceum Institute of Technology

BS Computer Science, Computer Science

Studied Computer Science at Lyceum Institute of Technology from June 2003 to 2004. Focused on foundational computer science principles.

AMA Computer College

BS Information Technology, Information Technology

Pursued Information Technology at AMA Computer College Sta. Cruz, Laguna from June 2004 to 2005. Gained knowledge in IT concepts and applications.

Colegio de San Juan de Letran

BS Information Technology, Information Technology

Completed studies in Information Technology at Colegio de San Juan de Letran Calamba City, Laguna from June 2005 to 2007. Developed skills in various IT domains.