Rhizza Umpacan

Provide user administration and front-end production support for Credit Bureau Management, coordinate release testing and BCP activities, and drive issue resolution with technology partners to improve operational efficiency and controls.

Led risk-based testing and reporting across 18 lines of business, built Tableau and BusinessObjects reports to visualize audit findings and capacity, and mentored junior analysts to improve accuracy and reduce overturns.

Conducted compliance audits for multiple lines of business, developed audit methodologies and onboarding/offboarding documentation, and exported analytics to support testing and process improvements.

Managed recovery for retail card accounts past due over 180 days, exceeding monthly collection targets including a $100,000 month, and developed VBA tools and training to improve collections efficiency.

Recovered payments for accounts 60–180 days delinquent, met monthly targets, and supported system testing during Enterprise Collections platform upgrade.

Managed credit card account maintenance and customer inquiries, ensuring accurate processing of payments, limit requests, and account changes to support customer satisfaction.

Provided billing and ordering support for Dairy Crest UK, handling 75–100 customer interactions daily and managing order placement, tracking, and cancellations to ensure service quality.

Coordinated Hilton brand hotel reservations and membership accounts, resolved booking and billing issues, and maintained high customer satisfaction through effective service delivery.

Completed a Bachelor of Arts in Mass Communication between academic years 2009 and 2011 focusing on media, communication theory, and related production skills.

Pursued coursework in History as part of a Bachelor of Arts program during the 2008–2009 academic year.