Hiezelle Chan

Hiezelle Chan

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Quezon City, Metro Manila, Philippines

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • R
    Assistant Manager – Service Delivery
    Resourcepro
    Mar 2026 - Current (6 months)
    Provide operational leadership across multiple client accounts handling insurance-related transactions, client requests, enrollments, terminations, policy updates, and endorsements while ensuring accuracy, SLA adherence, and compliance with regulatory standards • Manage teams processing high-volume back-office and insurance-related requests, ensuring accurate handling of documentation, account updates, endorsements, and policy-related transactions • Monitor performance metrics and turnaround times to meet client and business expectations • Drive process improvements using data analysis and automation tools • Collaborate with stakeholders to resolve escalations and enhance workflow efficiency
  • MicroSourcing
    Assistant Manager – Service Delivery
    MicroSourcing
    Oct 2025 - Mar 2026 (6 months)
    Provide operational leadership across multiple client accounts handling insurance-related transactions, client requests, enrollments, terminations, policy updates, and endorsements while ensuring accuracy, SLA adherence, and compliance with regulatory standards • Manage teams processing high-volume back-office and insurance-related requests, ensuring accurate handling of documentation, account updates, endorsements, and policy-related transactions • Monitor performance metrics and turnaround times to meet client and business expectations • Drive process improvements using data analysis and automation tools • Collaborate with stakeholders to resolve escalations and enhance workflow efficiency
  • Cognizant Technology Solutions
    Team Manager
    Cognizant Technology Solutions
    Jul 2024 - Sep 2025 (1 year 3 months)
    Led a team managing retirement account transactions (401(k)), including fund movements and account servicing • Ensured SLA compliance, accuracy, and adherence to financial regulations and internal controls • Managed escalations and partnered with cross-functional teams to improve client experience and operational processes • Supported reporting and dashboard development using Excel, Power BI, and Power Automate to improve operational visibility
  • Principal Global Services
    Operations Manager
    Principal Global Services
    Jun 2021 - Jul 2024 (3 years 2 months)
    Managed operations supporting retirement and investment accounts (401(k)), including transaction processing and client servicing • Ensured SLA adherence, service quality, and compliance within a regulated financial environment • Supported reporting and dashboard development to provide insights for decision-making • Led process improvement initiatives to enhance efficiency, accuracy, and overall team performance
  • W
    Customer Service Supervisor
    Wells Fargo EGS
    Jul 2020 - Jun 2021 (1 year)
    Supervised a team handling retirement plan (401(k)) account servicing and financial transactions • Ensured accuracy, compliance, and high-quality service delivery in a regulated environment • Provided coaching and performance management to maintain team productivity and service standards
  • S
    Account Supervisor
    Sykes Asia Inc. (Foundever)
    May 2019 - Jul 2020 (1 year 3 months)
    Led a team handling insurance back-office operations, including payment processing, account maintenance, and client data updates (e.g., contact information) • Oversaw transaction processing and administrative activities, ensuring SLA adherence and accuracy • Provided coaching and support to drive team performance and compliance • Managed staffing and reporting to support operational requirements and stakeholder alignment
  • S
    Team Lead
    Sykes Asia Inc. (Foundever)
    Jan 2016 - Apr 2019 (3 years 4 months)
    Managed complex financial transactions involving account closures, fund withdrawals, asset transfers, and pension account transitions (superannuation to pension) • Ensured compliance with regulatory standards and internal controls while processing client fund movements • Monitored team performance and ensured SLA and KPI targets were consistently met • Prepared operational reports and coordinated with stakeholders for performance tracking
  • S
    Subject Matter Expert
    Sykes Asia Inc. (Foundever)
    Oct 2014 - Jan 2016 (1 year 4 months)
    Supported transaction processing operations, including fund movements and account maintenance • Assisted in training, onboarding, and escalation handling to ensure smooth operations • Ensured accuracy and compliance in executing financial transactions
  • S
    Customer Service Representative
    Sykes Asia Inc. (Foundever)
    Dec 2012 - Oct 2014 (1 year 11 months)
Education verified_user 0% verified
  • New Era University
    AB Mass Communication
    New Era University
    Jan 2008 - Jan 2012 (4 years 1 month)