1. Rolando Ho Calibo, Jr.
B17 L03 Carnation Street, Lancaster Residences 2, Alapan 2-A, Imus, Cavite 4103
+63998 9893963
rhcalibo@gmail.com / cheegyhocalibo@gmail.com
Career Summary
Over sixteen years experience with investment banking, mortgage and home equity lending, and lubes
sales and customer service, including nine years of management experience. Leadership positions in
several areas including sales, operations and relationship management along with strategic project
initiatives, structured finance sales and most recently, account management.
Specialties: Proven ability to motivate, inspire, and develop team members to continuously enhance
skills and performance; focused on customer experience and first contact resolution; multi-task oriented
and efficient, organized, decision maker; develops and maintains mutually beneficial partner
relationships.
A DDI – TSI certified Interviewer. A Value Added Services certified Sales Trainer. A certified Coach for
performance improvement and skills enhancement.
Experience
JPMorgan Chase Bank & Co. 2014 – Present
11F Net Plaza Building 31s t
Street, ESquare Zone Crescent Park, West Bonifacio, Global City, Taguig,
Metro Manila, Philippines
Corporate & Investment Banking – National Account Maintenance (Account Management) –
Account & Reference Data Manager / Associate (September 11, 2014 to present)
 In charge of the execution and implementation of the program migration for National Account
Maintenance (NAM Account Management) from Bangalore, India to Manila, Philippines.
 Ensured that all migration requirements such as Risk & Control, Operating Service Agreements,
Service Operations Procedures, Access Testing, and Performance are passed and completed.
 Subject Matter Expert for NAM Manila.
 Manages the NAM process who are working on client account maintenance requests such as
Signer Maintenance, Account Ownership Changes, Account Opening, Account Closing, Interest
Rate Plan and Differential updates, Account Holds, Account Name or Address Change requests,
Statement Cut-Off Date changes, Check Stop requests, Custom Calendar, Internet Statements).
 Provides coaching and feedback for performance trending, behavior and attitude, attendance,
and process errors.
 Generates weekly and monthly reports, and provided analysis for the performance trends for
Manila and Mumbai, as well as errors committed by the team.
 Meets with the different leads of Account Management, Risk & Control team, Project
Management Team, Executive Director and Managing Director of CIB Manila for the progress of
the migrated program – NAM Account Management.
 In-charge of the team members’ professional development and career growth.
 Coordinates with HR recruitment with regard to the hiring needs, candidate validation and
eligibility, interviews and feedback.
 Creates the objectives and goals, as well as the performance measures for each function being
handled.
 Handles escalation for the requests received that are for sensitive clients, or requests that may
have been erroneously processed or that needs immediate attention.
 Actively participates in innovation projects that would help improve the current process.

2. Shell Business Service Center - Managed Hydrocarbon Inventory – Team Manager (May 12, 2014
to September 5, 2014)
 Managed the group of reconcilers and recorders who handles the inventory for Mid-Continent
East 1 (MCE1) – SOPUS SRR2.
 In-charge of reviewing and approving product reconciliation done by the reconcilers for the
SOPUS locations being handled.
 Reviewed and approved gains and losses for the month by the SOPUS locations being handled.
 Ensured that all inventory are accounted for by month end and before the close of books.
 Ensured that all escalations are addressed/resolved timely and coordinated with the proper
channels/departments.
 Developed skills of the analysts, Assistant Team Manager and Specialist that would help them for
professional growth and career advancement.
 Provided performance and skills enhancement coaching and feedback on a bi-weekly basis.
 Initiates daily huddles and monthly meetings to discuss on-going location issues that needs
further action or escalation.
 Attended management meetings to discuss process improvements, system migration,
escalations, and issue resolution.
 In-charge of SOPUS Missing Goods Movement report during month-end close, as well as the
enhancement of this report for more accurate data reporting.
Treasury & Security Services – Client Service Setup and Implementation – Implementation Analyst
(Lead) (July 16, 2012 to May 2, 2014)
 Managed 4 functions under Setup and Implementation: User Setup Forms, Deal Manager, Client
Training Schedulers, Account & Product Setup.
 User Setup Forms – processes requests for Creation, Modification and Deletion of Users
in the JPMorgan Access system, which may include Tasks, Accounts, and Entitlements
for Autocharge, Funds Transfer, and Liquidity.
 Deal Manager – processes requests for IME Creation and Deletion, Eserve Admin,
Receivables Edge, and Secure Email from Clients who are to setup or modify and delete
their profile or users.
 Client Training Schedulers – assist the clients and their users in the trainings they need
to undergo to fully understand the use of JPMorgan Access.
 Account & Product Setup – works on the requests submitted by Implementations
Consultants in setting up the clients and its administrators and ensuring proper products
and entitlements are given to them.
 Attended senior leadership meetings to ensure that all issues are properly addressed and
escalations are taken cared of on a timely manner.
 Generated Weekly and Monthly Reports for both User Setup Forms and Deal Manager showing
trends on Service Level and Accuracy.
 Coached specialists for performance trending, behavior and attitude, attendance, and process
and QC errors.
 Helped enhance specialists’ skills for future career growth and provides guidance in achieving the
company’s and their goals.
 Coordinated with HR recruitment with regard to the hiring needs, candidate validation and
eligibility, interviews and feedback.
 Created the objectives and goals, as well as the performance measures for each function being
handled.
Service to Sales – Senior Supervisor (February 1, 2011 to July 15, 2012)
Service to Sales Supervisor (May 15, 2008 – January 31, 2011)
 Assigned to handle 4 Sales Supervisors who are handling pods with 6-7 team supervisors with
12-15 customer service representatives in each team.
 Ensured that the site’s sales goals are met or exceeded.
 Answered sales queries.

3.  Approved contest budgets.
 Enhanced sales supervisor’s performance and assisted with planned sales trainings.
 Met with pod supervisors for feedback.
 Assigned with the KANA-Email group project management with 3 supervisors and 40 specialists.
 Reviewed satisfaction surveys and initiated deep dive analysis.
 Provided weekly reports showing overall satisfaction and response results trends.
 Assisted in coaching the specialists based on the CSAT verbatim.
 Helped in identifying opportunities with current templates/scripts being used and provided
suggestions to enhance the current ones.
 Reviewed the overall processes and provide suggestions to enhance it.
 Managed the queue to ensure that emails are responded on a timely manner.
 Handled the Learning Bay and Apprentice Program for new hires. Provided proper sales training
for better understanding of the products and different ways on how to extend the offers.
 Managed the sales of the pod with 8-9 team supervisors with 11-15 customer service
representatives in a team. Tracked the number of opportunities received and the number of sales
made to ensure that everybody is extending the offers.
 Monitored the sales made by the agents to ensure that they are within proper sales standards
and to help them achieve the sales goals.
 Created detailed agent sales coaching and action plans.
 Utilized shrinkage availability to conduct trainings, team meetings and immediate coachings.
 Designed refresher training program for new hires joining the pod and for the tenured agents who
are having problems meeting or exceeding sales goals.
 Headed sales related contests and maintained the established programs for the Manila site.
 Coordinated product changes and updates to the agents through different types of
communication: email, meetings, reader boards, etc.
 Handled trainings for new hires to have them knowledgeable of the different products and
services that the company can extend to the customers.
 Exceeded Sales Goals for 2009, 2010, and 2011.
 Certified trainer for Value Added Services Training thru Excellent Sales Program.
Customer Service Supervisor (June 1, 2006 – May 14, 2008)
 Managed a team with 10-15 customer service representatives. Tracked quality monitors, phone
handle time and satisfaction surveys to ensure quality standards were met or exceeded.
 Utilized shrinkage availability to conduct trainings, meetings and provide coachings. Provided
positive and negative feedback for agent enhancement.
 Molded agents to become the next leaders of the company by entrusting them additional tasks
and responsibilities that would help them and the team increase performance.
 Assisted agents for product and procedure inquiries to greatly increase performance.
 Took escalations and ensured world class quality service is experienced by the customer with
fast and accurate resolution provided.
 Cited as the Top Supervisor from January to April 2008.
 Handled the Learning Center (New Hire Nesting Period – 2 Weeks, before joining the production)
and helped create the structure for better agent performance.
 Created modules and training materials to help agents easily relate to the demands of the
account as well as meeting or exceeding the goals.
 Assisted in training new hires with the following topics: Avaya Phone Procedures, 80/20 System,
Payment History, Understanding Escrow, Lowering Handle Time, Good News Bad News
Sandwich, Proper Documentation of the Call and Equity Accelerator Program.
Other Related Experience
 Subject Matter Expert (SME) – Learning Center, JPMorgan Chase Bank, NA – Manila Call
Center (March 1, 2006 to May 30, 2006)
 Customer Care Professional, JPMorgan Chase Bank, NA – Manila Call Center (November 10,
2005 – February 28, 2006)

4.  Customer Care Professional, Sykes Asia Inc. (July 19, 2004 – November 9, 2005)
 Account Manager for Motorcyle Oils and Fleet Accounts, HH Asia Trading Inc. – An
ExxonMobil Core Distributor (March 19, 2004 – July 10, 2004)
 Sales Coordinator, HH Asia Trading Inc – An ExxonMobil Core Distributor (October 17, 2003 –
March 18, 2004)
 Dedicated Customer Professional-Customer Service, ExxonMobil Petroleum and Chemical
Holdings, Inc. (August 1, 2002 – September 30, 2003)
 Dedicated Support Professional-Customer Service, ExxonMobil Petroleum and Chemical
Holdings, Inc. (March 15, 2002 – July 31, 2002)
 Collections Officer, Citibank (September 25, 2001 – February 5, 2002)
Education
Degree in Bachelor of Science in Commerce, Major in Business Administration
University of Santo Tomas, España, Manila
Working Scholar from August 1997 – March 2001
Skills
 Microsoft Office (Word, Excel, Powerpoint)
 Fluent in English and Tagalog, knowledge in Chinese Mandarin
Licences / VISA
 A US Visa holder with 10 years Multiple Entry that will expire in September 2020.
 Non-Professional Driver’s Licence holder.
Trainings
JPMorgan Chase Coursework
 Associates’ Bootcamp 2 (May 11-13, 2015)
 Coaching for Results (January 29-30, 2014)
 Associates’ Bootcamp (June 17-21, 2013)
 Coaching Effectiveness (June 27-29, 2012)
 Way to Wow (March 29 and 31, 2012)
 Philippine Management Development Essentials (2011)
 Building Effective Teams (July 19, 2010)
 Manager as a Leader I and II (February 11 and 15, 2010)
 Interviewing (December 11, 2009)
 Resume Writing (November 20, 2009)
 Time Management (August 26, 2009)
 Exploring Change for Leaders (February 16, 2009)
 Facilitating Effective Meetings (July 30, 2007)
 Coaching for Service Excellence (July 2, 2007)