Fabiola Tolentino

• Monitored and analyzed key risk indicators (KRIs) for legal entity credit card products, ensuring alignment with the bank’s operational risk framework.
• Supported initiatives on legal entity charges and Redecard, applying a data-driven approach to balance risk mitigation with customer experience.
• Connected cross-functional data streams using Alteryx, SAS, Athena, and AWS Glue to identify risk trends and anomalies.
• Translated complex data into actionable insights, presenting findings to senior leadership to guide strategic decisions.

Strategic Impact Improved reporting efficiency by 30% by automating data pipelines in AWS Glue.

• Data-Driven Process Improvement
  Transitioned to billing department, leveraging data analysis expertise to monitor key performance indicators and optimize billing operations.
  Collaborated with IT to lead the flagship PIX sale cancellations project, streamlining processes and reducing customer disputes.
• CRM Campaign Management
  Spearheaded targeted CRM campaigns, analyzing customer data to select audiences for billing communications via SMS and phone.
  

• Designed and maintained dynamic customer satisfaction dashboards to track NPS trends, enabling data-driven decision-making across departments.
• Partnered with marketing, product, and operations teams to identify pain points and implement NPS improvement initiatives.
  Contributed to increasing overall NPS from 43 to 66 (retail) between 2022-2023 through data insights and process optimizations.

• Owned and prioritized the product backlog, ensuring 100% on-time delivery of critical features for loan loss provisioning.
• Leveraged SQL to analyze relational databases, identifying patterns that reduced provisioning inaccuracies
• Trained 15+ analysts on SQL best practices and data modeling standards.

• Led end-to-end execution of IT projects for Risk/Finance departments, specializing in Loan Loss Provisions
• Negotiated project scope with cross-functional teams and external suppliers
• Designed and implemented data models to support financial provisioning systems
• Earned CPA 20 certification, strengthening financial sector expertise
• Obtained AWS Cloud Practitioner certification, expanding cloud technology capabilities
• Applied prior investment and pension fund experience to optimize banking processes
• Collaborated on multiple projects simultaneously, demonstrating adaptability

• Gained hands-on experience across Credit Risk and Operational Risk: Mapped process vulnerabilities and control gaps
• Performed financial statement analysis for corporate clients, identifying key risk indicators
• Recognized as Top 10 Finalist among 100+ interns in the annual Risk Challenge