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Jon-Mark Unisan

@jon-markunisan

Operations Analyst in global remittance who improved team efficiency and reduced errors through QA and TAT tracking.

At Wells Fargo EGS Philippines, LLC., I supervised and mentored a team of 10 support staff and coordinated priorities during peak transaction periods. I introduced weekly quality assurance monitoring and Turnaround Time tracking, contributing to reported improvements in team efficiency and error reduction.

I analyzed bottlenecks in Global Remittance back-office operations and proposed process improvements. I also processed complex transactions using spreadsheets and Microsoft Office tools, meeting daily turnaround-time and accuracy requirements.

At Genpact Philippines, Inc., I managed financial-services account inquiries and processed complex Global Remittance transactions while meeting compliance and turnaround-time requirements. Earlier, at Convergys Philippines, I provided Tier 1 customer and technical support for satellite service accounts.

Experience

Work history, roles, and key accomplishments

Operations Analyst II

Wells Fargo EGS Philippines, LLC.

Apr 2014 - Jul 2015 (1 year 3 months)

Supervised and mentored a team of 10 support staff, allocating work and coordinating priorities to maintain workflow during peak transaction periods. Implemented weekly quality assurance monitoring and TAT tracking, contributing to a reported 95% improvement in team efficiency and 99% reduction in errors.

Operations Management Quality Assurance Turnaround Time Management Escalation Management Spreadsheets Microsoft Office Team Leadership Mentorship Process Improvement Remittances Processing

Process Associate II

Genpact Philippines, Inc.

Sep 2008 - Apr 2014 (5 years 7 months)

Managed high-volume customer account inquiries for financial services clients while maintaining 100% compliance with regulatory and process standards. Executed complex Global Remittance back-office transactions involving extensive spreadsheet work, with a focus on accuracy, speed, and daily TAT requirements.

Account Management Remittances Processing Spreadsheets Compliance Turnaround Time Management Financial Services Microsoft Office

Customer Service Representative

Convergys Philippines

Mar 2005 - Apr 2008 (3 years 1 month)

Provided Tier 1 customer and technical support for satellite service accounts, handling basic through complex customer inquiries. Maintained strong customer satisfaction performance through empathetic communication, effective troubleshooting, and problem resolution.

Customer Support Technical Support Troubleshooting problem resolution Communication Skills Call Handling