Dranreb Tongco
San Jose Del Monte
Summary
I am seeking a role within a customer-centric industry where my proven leadership abilities and extensive experience can be leveraged to drive organizational improvement and success. With a strong track record in leading teams to excel in service delivery, I am eager to contribute to a dynamic company that values innovation, excellence, and dedication. My commitment to fostering a positive customer experience is at the core of my professional ethos, and I am ready to bring my skills to a new challenge where they can make a tangible impact.
Overview
18
18
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Operations Team Leader
Concentrix CVG Corporation
10.2023 - 09.2025
- Managed a dynamic team of 15 - 25 full time employees, ensuring high-quality performance and adherence to company standards.
- Conducted daily supervision and performance monitoring to maintain operational excellence.
- Oversaw daily attendance reporting, fostering a culture of punctuality and accountability.
- Administered daily timecard approvals, ensuring accurate tracking of employee work hours.
- Provided coaching and led team meetings to enhance skills and team cohesion.
- Performed in-house QA calibrations to align internal processes with quality benchmarks.
- Participated in Cluster Leadership Meetings to strategize and optimize team operations.
- Executed daily quality audits on tasks and tickets to guarantee exceptional service delivery.
- Delivered weekly performance read-outs, highlighting achievements and areas for improvement.
- Delegated tasks effectively by assigning Points of Contact (POCs) for streamlined workflow.
- Compiled end-of-day performance updates to track progress and inform future objectives.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Optimized team performance, providing clear guidance and setting achievable goals.
Fraud and Disputes Team Leader
Task Us
05.2023 - 10.2023
- Spearheaded a team of 9 full-time employees, ensuring daily supervision and optimal performance.
- Conducted daily quality audits to uphold high standards of service.
- Implemented rigorous error monitoring and tracking systems to minimize discrepancies.
- Managed daily attendance reporting, promoting a culture of accountability.
- Provided consistent coaching and led team meetings to foster professional growth.
- Maintained daily communication with senior leadership to align team objectives.
- Facilitated daily client calls with the leadership team to ensure customer satisfaction.
- Oversaw the arbitration filing process, demonstrating meticulous attention to detail.
Fraud and Claims Operations Specialist II
Wells Fargo Bank, N.A.
07.2021 - 05.2023
- Conducted meticulous examination of consumer and business checks for indications of fraud, including alterations, forgery, and counterfeiting, ensuring the integrity of financial transactions.
- Exercised sound judgment in declining checks with suspected fraudulent features, upholding security protocols and minimizing risk.
- Authorized the payment and encashment of verified checks, demonstrating a keen eye for detail and commitment to customer satisfaction.
- Provided timely and informative updates to clients regarding process developments, enhancing communication and service quality.
- Actively participated in team meetings and contributed to the coaching of colleagues, fostering a collaborative and knowledgeable work environment.
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
- Identified bottlenecks within workflows through comprehensive analysis; implemented targeted interventions that resulted in significant productivity gains.
- Spearheaded process improvements that led to reduced turnaround times and increased output quality in high-pressure environments.
- Facilitated interdepartmental coordination efforts to streamline operations, achieve common objectives, and optimize overall performance levels.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Spearheaded operational by providing leadership support to enhance performance metrics.
- Guaranteed delivery of critical metrics to process leaders and external vendors for optimal collaboration.
- Innovated operational and internal process, identified and improved inefficiencies to ensure compliance and streamline workflows.
Technical Senior Specialist II
Convergys Philippines
06.2009 - 06.2013
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Resolved technical issue, improved operations and provided exceptional service to customers.
- Did provide service upgrades after resolving the customers technical service issues.
Team Captain
National Pen Philippines, LLC
07.2008 - 05.2009
- Enhanced team performance by implementing effective communication and collaboration strategies.
- Set clear expectations for each member''s roles and responsibilities, leading to improved accountability across the board.
- Invested time to build and strengthen relationships with teammates by inquiring about individual challenges and goals.
- Conducted 1 on 1 coaching, team meetings, daily attendance tracking, daily sales records, set next day sales target, call quality audit.
Customer Service Representative
Teletech Customer Care Management
09.2007 - 04.2008
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Served as an associate team lead.
Education
Bachelor of Science - Secondary Education
Philippine Christian University
Dasmarinas City, Province Of Cavite, Philippines 04.2001 -
Hotel & Restaurant Management -
PENN FOSTER CAREER SCHOOL (FORMER THOMSON EDUCATION DIRECT)
Bachelor of Science - Industrial Engineering
De La Salle University - Dasmarinas
Dasmarinas City, Province Of Cavite, Philippines 04.2001 -
Skills
TEAM MANAGEMENT/LEADERSHIP
Personal Information
- Date of Birth: 02/06/84
- Nationality: Filipino
- Marital Status: Married
Certification
Six Sigma - White Belt
Timeline
Six Sigma - White Belt
10-2025
Six Sigma -Yellow Belt
10-2025
Operations Team Leader
Concentrix CVG Corporation
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 Senior Specialist II
Convergys Philippines
06.2009 - 06.2013
Team Captain
National Pen Philippines, LLC
07.2008 - 05.2009
Customer Service Representative
Teletech Customer Care Management
09.2007 - 04.2008
Bachelor of Science - Secondary Education
Philippine Christian University
04.2001 -
Bachelor of Science - Industrial Engineering
De La Salle University - Dasmarinas
04.2001 -
Hotel & Restaurant Management -
PENN FOSTER CAREER SCHOOL (FORMER THOMSON EDUCATION DIRECT)