Allen Villanueva
Customer Service Associate Manager
Summary
Highly motivated and experienced Customer Service professional with over 11 years of progressive experience in the customer service domain. Proven track record of excellence in leadership, people management, process improvement, and risk management. Adept at fostering collaboration, enhancing team performance, and driving operational excellence. Demonstrated ability to engage and motivate teams to achieve exceptional customer service standards.
Overview
10
10
years of professional experience
Work History
Customer Service Associate Manager
Wells Fargo
Mckinley Taguig
4 2022 - 3 2024
- Coaching Mentoring-Driving Performance-Risk management-Call Calibration-Data Analytics to drive performance-People Development-Meeting Deliverables without breaching SLAs-Weekly Performance Business Review-Monthly Performance Business Review
Team Leader
Wells Fargo
Mckinley Taguig
03.2021 - 04.2022
- Support/Assist Bankers for procedures and guidelines policies-Coaching Mentoring-Driving Performance-Risk management-Call calibration for opportunities such as policy, customer experience and process improvement.-Data Analytics to drive performance-People Development
Escalation Customer Service
Wells Fargo
Mckinley Taguig
07.2019 - 03.2021
- Taking escalated and complex calls-Complete assign task each day-Support and Assist Team member's queries about procedures/processes-Coaching Mentoring-Escalation Reduction Project
- Projects-Efficiency Work stream-NPS AND IR Work stream-Escalation Reduction Project-People Engagement (reward and recognition)-People Development
Subject Matter Expert (SME)
Wells Fargo
Mckinley, Taguig
08.2017 - 07.2019
- Support New Hires-Coaching Feedback / Mentoring-Taking calls and drive performance-Initiatives for process improvement for escalation reduction, handling time and Quality through call drivers.
Customer Service Representative
Wells Fargo
Mckinley, Taguig
2 2015 - 7 2017
- Taking Phone Banking Queries-Deliver Performance metrics-Call Calibration (customer experience improvement, quality to avoid critical errors and handling time)
Customer Service Representative
Teletech
Santa Rosa, Province Of Laguna
08.2012 - 01.2015
- Improved customer service ratings through, active listening, personalized response and through empathy and 4A's (acknowledgement, assurance, appreciate and affirmation), and provide complete and accurate resolution
Skills
Coaching / Mentoring
Driving Team Performance
People Development
Admin deliverables on time
Risk Management
Peer Collaboration
Process Improvement
Data Reporting Analytics
Amendable on shifting schedules
Team Player
Goal Oriented
Team Collaboration
Appointment Scheduling
Regulatory Compliance
Customer Support
Customer Relationship Management (CRM)
Quality Assurance
Goal Setting
Teamwork and Collaboration
Professionalism
Decision-Making
Adaptability and Flexibility
Customer service orientation
Customer Relations
Complaint Handling
Quality assurance
Report preparation
References
- Michael Bolaton, Customer Service Associate Manager, 0921 768 2426
- Lester Cabanes, Customer Service Associate Manager, 0906 527 2288
- Richard Tugade, Customer Service Associate Manager, 0969 336 7732
Accomplishments
Projects
AHT - Efficiency Workstream
NPS - Customer Satisfaction Workstream
QA - Process Improvement QA Errors
Escalation - Escalation Reduction Project
Timeline
Team Leader
Wells Fargo
03.2021 - 04.2022
Escalation Customer Service
Wells Fargo
07.2019 - 03.2021
Subject Matter Expert (SME)
Wells Fargo
08.2017 - 07.2019
Customer Service Representative
Teletech
08.2012 - 01.2015
Customer Service Associate Manager
Wells Fargo
4 2022 - 3 2024
Customer Service Representative
Wells Fargo
2 2015 - 7 2017