Loida Malonzo
About Loida Malonzo
Loida Malonzo serves as the Vice President of Global Customer Service at Thomson Reuters, bringing over 20 years of experience in customer service management and process improvement. Her career includes notable positions at Standard Chartered Bank, American Express, and IBM Daksh, among others.
Current Role at Thomson Reuters
Loida Malonzo serves as Vice President of Global Customer Service at Thomson Reuters, a position she has held since 2021. In this role, she oversees customer service operations, focusing on enhancing service delivery and customer satisfaction. Her experience in managing large teams and implementing process improvements is integral to her responsibilities.
Previous Experience in Customer Service Management
Malonzo has extensive experience in customer service management, having held various leadership roles in notable organizations. She worked at Asurion as Division Director from 2015 to 2019, where she managed operations and customer service initiatives. Prior to that, she served as Director of Secured Facilities & Operations at Appen from 2020 to 2021, focusing on global secured operations.
Financial Services Background
Malonzo has a solid background in the financial services sector. She worked at Standard Chartered Bank in multiple roles, including Personal Financial Consultant and Customer Relationship Manager. Additionally, she held a position as a Financial Consultant at HSBC Retail Banking and Wealth Management. Her experience in these roles contributed to her expertise in customer relationship management.
Education and Expertise
Loida Malonzo earned a Bachelor of Science in Business Management from De La Salle University, where she studied from 1993 to 1996. She is also certified in Greenbelt Six Sigma, demonstrating her proficiency in process improvement methodologies. Her educational background supports her expertise in managing service channels and improving operational efficiency.
Leadership and Project Management Skills
With over 20 years of experience, Malonzo specializes in piloting projects and creating process improvements across various service channels, including voice, non-voice, chat, and email. She has experience launching new sites with a focus on customer service and technical support, and she has managed a workforce of more than 1400 employees in a call center environment.