Summary
Overview
Work History
Skills
References
Accomplishments
Timeline
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Allen Villanueva

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

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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
Allen VillanuevaCustomer Service Associate Manager