Speaker: Cristina Burwell
Please introduce yourself in a couple of sentences.
Cristina Burwell : Hi extend your team. My name is Christina Burwell and have been working with business outsourcing process companies for almost 18 years now. 14 years for rapidly growing international banks like HSBC, Citi and Wells Fargo mostly in leadership roles. I am passionate about building learning experiences that have gotten results for people management and process improvement projects. At my previous role with HSBC I earned my lean six sigma yellow belt through my project of converting paper invoices to digital ones and it cut printing and courier costs up to 75% monthly. When I was with Citi phone, I had the process improvement approved and rolled out involving two way sms through this city could send updates through the customer via their registered phone numbers as an sms and to which they could reply promptly via inquiry. This could be tracked by our chat support team and they would be able to assist them instantly. And this produced better nPS results Um which jumped from 53 to 85% within the first quarter it was rolled out. I was also named as the best compliance assistant manager for Wells Fargo back in 2022 because of my process recent control projects. So that dropped things up. I hope that I would hear from you soon and I would be able to join extend your team
What are your biggest strengths and weaknesses?
Cristina Burwell : I think one of my biggest strength would be creativity and being able to think outside of the box because of this, I actually would find it easy to um check on process details that could be improved and provide projects or suggestions for us to be able to improve it. My one of my biggest weaknesses is actually um second guessing myself most of the time because I'm creative, there's um a bunch of certain ideas that would pop out of my head, but sometimes I would be hesitant to actually voice some of them because I would uh I think that maybe it's too much, but it's also good because I could self filter. So I think even though it's a weakness, um it could be a strength eventually because I think things over and I filter myself, it's about it.
What is the professional achievement you’re most proud of?
Cristina Burwell : One of the significant achievements that I was very much proud of is um gaining a lean six sigma yellow belt certification when I was with HSBC. It was really a long and winding process, but I was able to pitch an idea which is um to create digital invoices which which has digital signatures to cut the turnaround time as well as the cost when it come comes to sending the invoices from our business partners in europe um to the Philippines and back and forth. Um with this we significantly significantly reduce the time and the cost 75% from the normal um normal percentage. So I think this is one of the best achievements of my career so far and I'm looking forward to gaining a six sigma green bug eventually um either through private or personal um endeavor. Thank you.
What are the most important things you are looking for in your next role?
Cristina Burwell : One of the most important things that I'm looking for um in my next role is actually learning new skills. Um I do believe that it's not just financial growth that you would actually look for when moving up or moving to a letter position, but learning new skills as well that you could actually add to your tool belt. Um I myself within vision that I have a toolbox in which um in each and every learning milestone in my career I would have an additional skill, so perhaps um I would be able to learn more when doing this remote work and learning more, working with the clients directly as well.
Why are you the right fit to succeed in this role?
Cristina Burwell : I think I am the best fit for this role because I have been working with several banks like Citi Wells Fargo and HSbc for the past 14 years now um within leadership roles and um individual contributor roles as well, even though I've been doing leadership roles within the past few years with Siggy and Wells Fargo, I make sure that I actually do the process that level one agents do so that at least I would know what in the front lines, I could relate more with them during our huddles coaching or team discussions. Um I make sure that I take at least two phone calls. I mean two hours of phone calls weekly and make sure that these process um two tickets or two cases um weekly as well so that I would still know the process, I would read through them while I'm working on my cases and throughout the phone calls I would learn more what the customers really need from us um would say that um as well as coaching, um doing data analysis and presentations for our clients and my day to day tasks as a leader. I also make sure that I still breathe through the process so that I would know if ever there are loopholes or if ever there are challenges that we could improved as well. So I am very much particular when it comes to details because we are actually interacting with people's hard earned investments and cash so that means that any excuses or any mistakes is a no go. Um I've been working with the financial sector for a very long time now and I know that integrity is a must. So even if you're not monitored or you feel that your no one is supervising, you should follow the process to a T. Of course there are some cases in which you would give it, but you would actually need to collaborate with other T members as well as your upper management team in order to make sure that you're doing the right thing all the time. Um, it's not just your own decision when you're deviating from the process, but you need to collaborate. So collaboration, integrity and hard work is very much my core. So I think that if you have, if you would provide me with the opportunity, I would be the best fit for this job and I will make sure that I'll prove to you that you made the right choice. Thank you so much.
