Darlene Ceniza
20 Desylls Drive, Direk,South Australia
Summary
•.Results-driven professional prepared for responsibilities of Branch Service Manager/Officer role. Proven ability to manage branch operations and improve service quality while fostering collaborative team environment. Recognized for adaptability and dedication to achieving organizational goals. Skilled in customer service, operational management, and leadership.
• Experienced with branch operations and team leadership. Utilizes strong communication and organizational skills to enhance service quality and operational efficiency. Track record of fostering team collaboration and achieving high levels of customer satisfaction.
Overview
19
19
years of professional experience
Work History
Branch Service Manager
Philippine Bank of Communications-Cebu Magallanes Branch
12.2023 - 08.2024
- Responsible for the delivery and overall quality of the banking operations within the branch
- Ensures an efficient, delightful and customer-centric services are consistently experienced at service touchpoints
- Secure all cash and valuables in the branch
- Comply with policies and procedures internal and external to the bank
- Monitor team work standards
- Ensure self-assessment reports are timely, complete and accurate within acceptable timeframe
- Escalate incidents or issues that are non-compliant to bank policies and standards including proper approval sought for deviations/exceptions
- Lead the branch during internal and external audit and reviews and ensures replies are submitted on time
- Ensure that Branch Operations, corporate image, branch premise standards are maintained
- Ensure compliance to security standards and requirements in the branch premises
- Identify potential risk areas and propose control measures
- Lead the team in achieving service standards and requirements
- Manage and resolve customer complaints/issues
- Handle complex customer concerns
Branch Service Officer
Philippine Bank of Communications-Cebu Magallanes Branch
03.2020 - 12.2023
- Performs the full range of teller, vault/ATM operations, account opening and TD transactions
- Responsible to ensure timely investigation of AMLA alerts/STR/CTR/Infractions/Fraudulent et al, reporting and submission of required documents
- Has the responsibility and empowerment to review, and approve select transactions
- Contributes to cost savings initiatives of the branch without prejudice in assuring confidentiality of bank/clients records
- Engages clients to open new accounts and/or seek growth opportunities through cross-selling
- Provide client with service options and deliver delightful experience with every client interaction
- Comply to bank (Internal Audit and Compliance) and regulatory policies and procedures
- Perform quality and risk review of teller/new account transaction media and account documents
- Escalate incidents, suspicious or fraudulent issues that are non-compliant to bank policies and standards
- Perform other tasks which may be assigned by the immediate supervisor from time to time
Branch Control Officer
Philippine Bank of Communications-Cebu Magallanes Branch
03.2017 - 03.2020
- Monitors, reviews and manages operational performance of the branch at all times specifically the New Accounts processes and accountabilities
- Ensures performance of required control measures in area of responsibilities
- Enforces the application of established operations controls, procedures & risk mitigants at all phases of operations in the branch level in accordance with bank policies and regulatory issuances
- Ensures quality of service delivery to all bank customers to support the Branch Head in generating & maintaining deposits and performs right-selling & cross-selling when necessary
- Ensures operational efficiency at the branch
- Implements corrective measures to address actual or potential risks based on risk and control reports
- Prepares accurate and complete reportorial requirements (internal/external) for submission in a timely manner
- Conducting initial investigation and preparing reports on irregularities & fraud cases and other incidents covered by the Bank's policy on handling of administrative cases
Cash Officer
Philippine Bank of Communications
02.2014 - 03.2017
- Ensures overall operational efficiency at the branch level consistent with established policies, procedures and control processes
- Observes & enforces the application of operations control, procedures & risk mitigants within scope of responsibility, as well as, at the branch level
- Ensures quality of service delivery to all bank customers to support the Branch Head in generating & maintaining deposits and performs right-selling & cross-selling when necessary
- Manages the day-to-day branch operations
- Ensures service efficiency at the branch level and manages risks
- Applies & reinforces to his/her direct report(s) the bank's core values
- Observes & instills discipline to his/her direct report(s) using the Bank's Code of Conduct & Code of Ethics as a guide
- Executes appropriate disciplinary action to his/her direct report(s) if failed to exercise control or check & balance function and resulted to operational lapse
- Recognizes performance of his/her direct report(s) through objective assessment & timely recommendation for promotion or merit increase or career movement
- Develops the core competencies of his/her direct report(s) through constant coaching & mentoring, as well as formal training & structured career pathing in partnership with the Human Resources Group
Branch Control Officer
Philippine Bank of Communications-Cebu Magallanes Branch
07.2012 - 01.2014
- Monitors, reviews and manages operational performance of the branch at all times specifically the New Accounts processes and accountabilities
- Ensures performance of required control measures in area of responsibilities
- Enforces the application of established operations controls, procedures & risk mitigants at all phases of operations in the branch level in accordance with bank policies and regulatory issuances
- Ensures quality of service delivery to all bank customers to support the Branch Head in generating & maintaining deposits and performs right-selling & cross-selling when necessary
- Ensures operational efficiency at the branch
- Implements corrective measures to address actual or potential risks based on risk and control reports
- Prepares accurate and complete reportorial requirements (internal/external) for submission in a timely manner
- Conducting initial investigation and preparing reports on irregularities & fraud cases and other incidents covered by the Bank's policy on handling of administrative cases
Senior Customer Service Associate
Export and Industry Bank-Cebu I.T. Park Branch
09.2011 - 04.2012
- Co-custodian of cash vault and makes sure that all cash transactions are properly handled and balanced at the end of the day
- Performs supervisory functions at the teller's area
- Processes over the counter transactions during peak days and peak hours and sees to it that policy on handling such transactions are adhered to
- Assists the supervisor in ATM balancing and handling customer complaints
- Collates all the checks for review and balancing for approval of immediate head/supervisor before sending it to clearing
- In-charge in handling bank statements for proper disposition to clients
Customer Service Associate-New Accounts Clerk
Export and Industry Bank-Cebu Plaridel Branch
02.2008 - 09.2011
- Provides timely and problem-free quality service to customers
- Performs account opening in accordance with the requirements of the bank's existing policy
- Keeps and properly handles all documentations and information of clients
- Entertains queries on bank products and services, time deposits and other related account
Senior Customer Service Associate
Unionbank of the Philippines-Cebu North Road Branch
07.2007 - 01.2008
- Co-custodian of the cash vault and makes sure that all cash transactions are properly noted and balanced at the end of the day
- Processes over the counter transactions during peak days and peak hours and sees to it that policy on handling such transactions are adhered to
- Performs supervisory functions at the teller's area
- Collects all the checks for review and balancing for approval of immediate head/supervisor before sending it to clearing
- Assists the supervisor in ATM balancing and handling customer complaints
- Performs GL (General Ledger) Balancing and identifies accounts reviewed and balanced against source documents
Customer Service Associate
Unionbank of the Philippines-Cebu North Road Branch
04.2006 - 06.2007
- Handles voluminous cash on a day to day basis
- Receives deposits and withdrawals from clients for transaction
- Performs the work given by the immediate officer from time to time
Accounting Staff/Bookkeeper
Norkis Trading Co., Inc.
06.2005 - 03.2006
- Keeps all the datas to be recorded, submitted and balanced every month end
- Assists the supervisor/s in preparing reports and documentations
- Makes adjusting entries per books for balancing purposes
Education
Bachelor of Science - Management Accounting
03.2005
High School -
03.2001
Skills
- Staff management
- Employee development
- Key performance indicators
- Cross-functional coordination
- Teamwork and collaboration
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Adaptability and flexibility
- Client relationship management
- Know your customer
- Time management abilities
- Process implementation
- Cost control
- Staff training and development
- Customer service
- Time management
- Reliability
- Critical thinking
- Customer relationship development
- Cash handling expertise
- Professionalism
Trainings & Seminars
- Extensive customer service and customer care experience
- High energy, positive team player with an excellent work ethic, flexible and dependable
- Reputation for displaying professionalism and concern for customer comfort
- Passion for working with people, proven commitment to providing superior service
- Excellent written and verbal communication skills
- Immense ability to work under tight time constraints
- Demonstrated capacity to work effectively with difficult personality types
- Able to quickly learn and clearly communicate regulatory guidelines
- Willing to work even with minimal notice to sustain work satisfaction
Trainingsandseminars
- Bank Orientation and E.X.C.E.E.D. Program, International Exchange Bank Head Office, 04/03/06 to 04/12/06
- Counterfeit Detection Workshop, International Exchange Bank Head Office, 04/27/06
- Signature Analysis and Forgery Detection, International Exchange Bank Head Office, 05/11/06
- Mock-up Branch Training, International Exchange Bank Head Office, 04/24/06 to 05/17/06
- New Employee Orientation Program, Export and Industry Bank Head Office, 02/18/08 to 02/22/08
- Counterfeit Detection Seminar, Golden Prince Hotel Cebu, 06/14/08
- Signature Verification & Fraud Detection, Golden Prince Hotel Cebu, 06/15/08
- Anti-money Laundering: Back-to-basic Training Program, Golden Prince Hotel Cebu, 11/15/08
- Signature Verification Seminar, PBCOM Binondo Branch, 07/14/12
- Counterfeit Detection Seminar, St. Mark's Hotel Cebu, 09/29/12
- Back to Basics Program, St. Mark's Hotel Cebu, 10/26/12 to 10/27/12
- 9th Continuing Education Program (AML Updates: The Laws and Its Requirements), Citi Suites Tower Cebu, 2013
- Signature Verification and Counterfeit Detection Seminar, PBCOM Cebu Magallanes Branch, 02/20/16
- Work Attitude and Values Enrichment Series, St. Mark's Hotel Cebu, 09/23/17
- Anti-Money Laundering, PBCOM Cebu Magallanes Branch, 10/21/17
- Signature Verification and Counterfeit Detection Seminar, PBCOM Cebu Magallanes Branch, 07/28/18
- Regulatory Roadshow, PBCOM Cebu Magallanes Branch, 06/29/19
- AML Updates, via Zoom, 06/04/20
- Signature Verification Seminar, via Zoom, 01/28/21
- Counterfeit Detection Seminar, via Zoom, 02/04/21
- Branch Retooling Program, via Zoom, 10/16/21
- AML Updates: Money Laundering and Terrorist Financing Prevention Program (MTPP), 12/04/21
- Walkthrough on Risk Control Self-Assessment and Refresher on Incident Reporting and Escalation, via Zoom, 04/28/22
- Branch Retooling Program, via Zoom, 11/12/22
- 2023 AML Training (Money Laundering/ Terrorist/ Proliferation Financing), via Zoom, 03/25/23
- Basic Occupational Safety & Health (BOSH SO1), via Zoom, 06/17/23
- Branch Retooling Program 2024, PBCOM Cebu Magallanes Branch, 04/27/24
Personal Information
- Age: 40
- Height: 5'4"
- Weight: 130 lbs.
- Date of Birth: 01/30/84
- Marital Status: Single
- Religion: Roman Catholic
Timeline
Branch Service Manager - Philippine Bank of Communications-Cebu Magallanes Branch
12.2023 - 08.2024
Branch Service Officer - Philippine Bank of Communications-Cebu Magallanes Branch
03.2020 - 12.2023
Branch Control Officer - Philippine Bank of Communications-Cebu Magallanes Branch
03.2017 - 03.2020
Cash Officer - Philippine Bank of Communications
02.2014 - 03.2017
Branch Control Officer - Philippine Bank of Communications-Cebu Magallanes Branch
07.2012 - 01.2014
Senior Customer Service Associate - Export and Industry Bank-Cebu I.T. Park Branch
09.2011 - 04.2012
Customer Service Associate-New Accounts Clerk - Export and Industry Bank-Cebu Plaridel Branch
02.2008 - 09.2011
Senior Customer Service Associate - Unionbank of the Philippines-Cebu North Road Branch
07.2007 - 01.2008
Customer Service Associate - Unionbank of the Philippines-Cebu North Road Branch
04.2006 - 06.2007
Accounting Staff/Bookkeeper - Norkis Trading Co., Inc.
06.2005 - 03.2006
University of San Carlos - Main Campus - Bachelor of Science, Management Accounting
Saint Louis School of Mandaue - High School,
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