Maria V.
Mid-Level Banking Operations Support Analyst
Open to offersNew to PlatformAbout
Maria Victoria G. is an experienced Operations Support Analyst with over a decade in the banking and financial services sector, specializing in service delivery for Citibank Australia. She has a BS in Hotel and Restaurant Management from The Philippine Women’s University and is Lean Certified. Maria Victoria led the development of customer service refresher materials, notably the “BanKits” operational guide, which improved LOB Net Promoter Scores by 15 points in 2019. She spearheaded process improvement projects such as the ‘Idea Factory Project,’ leveraging data mining and pattern analysis to endorse critical changes. Her background includes quality assurance at Western Union and a proven record in root cause identification, business intelligence and reporting, and the use of tools like MS Excel and SharePoint within operational analytics. Recognized for award-winning contributions from 2016 to 2024, her work consistently drove measurable business improvements.
Experience
Operations Support Analyst
Citibank AU - Citiplaza, Taguig · 2016 — 2025Led the analysis and reporting of Voice of the Customer (VOC) data to enhance business and process improvements. Worked collaboratively with the Australia Operations Team across various sites to improve service delivery and client experience.Citiphone Banker • Service Analyst
Citiplaza, Taguig · 2014 — 2016Provided support for banking operations via phone for Citibank Australia.Quality Assurance Officer
Western Union - VXI Makati · 2011 — 2013Monitored and evaluated performance to ensure quality and customer satisfaction.
Skills & Expertise
Education
- BS Hotel and Restaurant ManagementThe Philippine Women’s University · 2009 — Present
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