Ava Charisse Serrano
About Ava Charisse Serrano
Ava Charisse Serrano is a Business Process Analyst at Thomson Reuters, with over 14 years of experience in Manila. She has successfully implemented Lean Six Sigma principles and led significant projects that improved customer satisfaction and data governance.
Work at Refinitiv
Ava Charisse Serrano has been employed at Refinitiv as a Process Engineer since 2018. In this role, she has focused on implementing Lean Six Sigma principles to drive global business process improvement projects. Her efforts have resulted in a 16% increase in customer satisfaction and an annual savings of approximately 1 million USD in full-time equivalent (FTE) costs. Additionally, she has contributed to the Customer Data team by establishing a data governance framework aimed at enhancing customer data quality across the organization.
Work at Thomson Reuters
Ava Charisse Serrano has served as a Business Process Analyst at Thomson Reuters since 2010. Over her 14 years in this position, she has successfully led significant projects, including a CRM migration and integration project that involved over 2000 users. This project transitioned the organization from Siebel and Parature to Service Cloud. In her current role, she provides CRM support for Salesforce Service Cloud, ensuring adherence to global processes and compliance for the user base.
Previous Experience at JPMorgan Chase & Co.
Before her current roles, Ava Charisse Serrano worked at JPMorgan Chase & Co. as a Fraud Prevention Analyst from 2007 to 2009. During her two years at the company, she focused on fraud prevention strategies and contributed to the overall security and integrity of financial operations.
Education and Expertise
Ava Charisse Serrano earned her Bachelor of Science (B.S.) degree in Chemistry from the University of the Philippines, where she studied from 2000 to 2004. Her educational background provides her with a strong foundation in analytical thinking and problem-solving, which she applies in her current roles as a Business Process Analyst and Process Engineer.
Mentorship and Leadership
In her professional capacity, Ava Charisse Serrano mentors and guides a team of Process Engineers. She ensures that her team maintains high standards and meets project deadlines, contributing to the overall effectiveness and efficiency of business processes within her organization.