DRANREB TONGCO
Dasmarinas City
Summary
As a dedicated professional with a passion for customer satisfaction, I am on the lookout for a position within a customer-focused industry where my demonstrated leadership skills and comprehensive experience can be utilized to enhance organizational growth and achievement. I possess a solid history of guiding teams to surpass in service execution and am keen to apply my expertise to a vibrant company that prioritizes innovation, excellence, and commitment. At the heart of my professional philosophy lies a deep-seated dedication to enriching the customer experience, and I am prepared to tackle a fresh challenge where my abilities will effect a significant difference.
Overview
18
18
years of professional experience
Work History
Operations Team Leader
Concentrix CVG
10.2023 - 09.2025
- Spearheaded a high-performing team of 16, ensuring adherence to company standards and peak performance.
- Implemented rigorous daily supervision and performance evaluations to uphold operational excellence.
- Promoted a culture of punctuality and accountability through meticulous daily attendance management.
- Managed precise timecard approvals, securing accurate recording of employee hours.
- Fostered team development and unity by providing targeted coaching and leading motivational team meetings.
- Conducted in-house QA calibrations to synchronize internal processes with quality benchmarks.
- Actively contributed to Cluster Leadership Meetings, focusing on strategic team operation enhancements.
- Ensured exceptional service delivery through meticulous daily quality audits of tasks and tickets.
- Communicated weekly performance insights, celebrating successes and identifying opportunities for growth.
- Streamlined workflow by strategically delegating tasks and designating Points of Contact (POCs).
- Maintained vigilant service level monitoring to meet daily operational targets.
- Compiled comprehensive end-of-day performance reports to guide strategic planning and continuous improvement.
Fraud and Disputes Team Leader
TASK US
05.2023 - 10.2023
- Led a dynamic team of 9, driving daily oversight and peak performance.
- Executed daily quality audits, maintaining exemplary service standards.
- Introduced robust error tracking protocols to reduce discrepancies.
- Managed attendance reporting, instilling a culture of accountability.
- Delivered regular coaching and directed team meetings for professional development.
- Liaised with senior leadership daily to synchronize team goals.
- Conducted daily client engagement calls with executives to guarantee client satisfaction.
- Managed the arbitration filing process with exceptional precision.
Fraud and Claims Operations Specialist II
WELLS FARGO BANK, N.A.
07.2021 - 05.2023
- Performed rigorous analysis of consumer and business checks to detect fraud, focusing on alterations, forgery, and counterfeiting, to maintain financial transaction integrity.
- Utilized expert judgment to decline checks exhibiting potential fraud, reinforcing security measures and reducing risk exposure.
- Approved and processed legitimate checks, showcasing attention to detail and dedication to customer service excellence.
Account Specialist
JPMORGAN CHASE BANK AND CO.
09.2016 - 07.2021
- Spearheaded credit card transaction scrutiny for fraud detection and risk mitigation.
- Efficiently managed the processing of fraud and dispute claims to safeguard financial integrity.
- Implemented robust online fraud prevention strategies to protect against digital threats.
- Expertly navigated representment, pre-arbitration, and arbitration processes to resolve transaction disputes.
- Led coaching sessions and team meetings to foster a collaborative and high-performing work environment.
- Provided mentorship to enhance team skill sets and promote professional development.
- Streamlined credit card transaction processing for optimal operational efficiency.
AVP of Operations
IQOR PHILIPPINES INC./RMS COLLECT
11.2013 - 10.2016
- Spearheaded operational excellence by offering strategic support, leadership, and motivation to enhance team performance.
- Diligently analyzed management reports to oversee and uplift employee productivity.
- Guaranteed delivery of critical quality metrics to process leaders and external vendors for optimal collaboration.
- Innovated and refined operational processes, identifying and rectifying inefficiencies to ensure compliance and streamline workflow.
Technical Support II
CONVERGYS PHILIPPINES
06.2009 - 06.2013
- Provided advanced technical support for a range of products including mobile devices, broadband, VoIP, and cable TV, achieving high customer satisfaction rates.
- Actively identified and suggested service enhancements to improve customer experience.
- Expertly managed and resolved complex customer concerns, upholding exceptional service standards.
Team Captain
NATIONAL PEN PHILIPPINES LLC
07.2008 - 05.2009
- Oversaw team performance metrics, delivering coaching and feedback to enhance productivity and meet sales targets.
- Directed daily sales activities, ensuring quality and attendance standards were upheld.
- Compiled and submitted team performance reports to Operations Manager and Director for strategic review.
Customer Service Representative
09.2007 - 04.2008
- Delivered outstanding customer service by efficiently addressing inquiries, resolving conflicts, managing billing issues, driving retention, activating services, and troubleshooting technical problems.
- Successfully managed a team of 17 agents as an Associate Team Leader, fostering a collaborative and high-performing environment.
Education
Certificate Diploma Course Equivalent to 2-year associate degree - Hotel & Restaurant Management
PENN FOSTER CAREER SCHOOL (FORMER THOMSON EDUCATION DIRECT)
12-2003
Bachelor of Science - Secondary Education And Teaching Methodologies
Philippine Christian University
Dasmarinas, Province Of Cavite, Philippines10-2003
Skills
- TEAM MANAGEMENT
- CAREER DEVELOPMENT
- TASK DISTRIBUTION
- LIFE AND CAREER COACHING
- KPI SETTING AND ATTAINMENT
- QUALITY AUDIT
- PEOPLE SKILLS
- TIME MANAGEMENT
- CHANGE MANAGEMENT
- TALENT DEVELOPMENT
- LEADERSHIP
- ANALYTICAL SKILLS
- COMMUNICATION SKILLS
- EASILY ADAPTABLE
- CREDIT CARD FRAUD PREVENTION
- FRAUD
- ANALYSIS/DETECTION/PREVENTION
- FRAUD CLAIMS AND DISPUTES RESOLUTION
- CREDIT CARD AND CHECK TRANSACTION PROCESSING
- ARBITRATION
- REGULATORY COMPLIANCE
- ONLINE FRAUD
- ANTI MONEY LAUNDERING
Languages
English
Tagalog
Timeline
Operations Team Leader
Concentrix CVG
10.2023 - 09.2025
Fraud and Disputes Team Leader
TASK US
05.2023 - 10.2023
Fraud and Claims Operations Specialist II
WELLS FARGO BANK, N.A.
07.2021 - 05.2023
Account Specialist
JPMORGAN CHASE BANK AND CO.
09.2016 - 07.2021
AVP of Operations
IQOR PHILIPPINES INC./RMS COLLECT
11.2013 - 10.2016
Technical Support II
CONVERGYS PHILIPPINES
06.2009 - 06.2013
Team Captain
NATIONAL PEN PHILIPPINES LLC
07.2008 - 05.2009
Customer Service Representative
09.2007 - 04.2008
Certificate Diploma Course Equivalent to 2-year associate degree - Hotel & Restaurant Management
PENN FOSTER CAREER SCHOOL (FORMER THOMSON EDUCATION DIRECT)
Bachelor of Science - Secondary Education And Teaching Methodologies
Philippine Christian University
References
Joy J. Tario
Operations Team Manager, CONCENTRIX
09995652918
Personal Information
- Title: Operations Team Leader
- Date of Birth: 06 Feb 1984
- Nationality: Filipino
- Marital Status: Single
Similar Profiles
Eric AstilleroEric Astillero
Sr. Server Engineer at Concentrix CVGSr. Server Engineer at Concentrix CVG
Kimberly YapKimberly Yap
Accounting and Payroll Advisor at Concentrix CVGAccounting and Payroll Advisor at Concentrix CVG
Jim Carlo LaureanoJim Carlo Laureano
Team Leader at Concentrix CVGTeam Leader at Concentrix CVG
Matthew Andrei BonitMatthew Andrei Bonit
Procurement Apprentice at Airbus Helicopters Philippines Inc.Procurement Apprentice at Airbus Helicopters Philippines Inc.
Narvert Del CarmenNarvert Del Carmen
IT Director at St. Dominic Savio CollegeIT Director at St. Dominic Savio College