Gabriele G. Lagunilla
Senior Customer Service Representative
Summary
Dynamic customer service professional with a robust background in managing customer interactions and swiftly resolving issues. Proven ability to enhance team collaboration and achieve consistent results, recognized for adaptability in fast-paced environments. Extensive experience in customer service, team coaching, and account management, combined with strong project coordination and communication skills. Committed to supporting leadership by streamlining operational workflows through the integration of AI tools and automation, aiming to boost productivity and elevate client satisfaction in a digital landscape.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
Wells Fargo EGS LLC Philippines
01.2024 - 01.2025
- Delivered expert-level service handling complex customer inquiries with meticulous attention to detail, demonstrating excellent communication and multitasking essential for managing client interactions and project deliverables.
- Supported the training and development of new team members by sharing best practices, reflecting leadership experience applicable to coordination and team support in project management.
- Consistently delivered high-performance results in a fast-paced environment, demonstrating adaptability and accountability critical to executive support roles.
Coach
Wells Fargo EGS LLC Philippines
01.2022 - 01.2024
- Mentored and managed a team, focusing on quality assurance, compliance, and improving customer experience, aligning well with leadership support and process optimization duties in project management.
- Conducted coaching sessions and performance reviews, showcasing ability to organize workflows and improve team efficiency akin to identifying bottlenecks and team coordination.
- Assisted in updating training materials and processes, showing experience in implementing improvements and using technology to enhance operations.
Phone Banker (Customer Service Representative)
Wells Fargo EGS LLC Philippines
01.2016 - 01.2022
- Delivered financial solutions and customer support professionally and empathetically, maintaining clear and effective communication as required for client liaison roles.
- Managed sensitive data while ensuring compliance, highlighting trustworthiness and attention to detail necessary for maintaining documentation and client confidentiality.
- Resolved diverse inquiries efficiently, demonstrating problem-solving and multitasking skills essential for handling concurrent projects.
V-Customer — Tech Mahindra
09.2012 - 07.2016
- Provided online customer service and order tracking, supporting digital communication channels, consistent with the tech-savvy communication tools usage in the executive assistant role.
- Supplied override codes and supported training, showing problem-solving and process support relevant to administrative coordination and AI tool adoption.
- Promoted to Seasonal Team Leader and Mentor, reflecting leadership, organizational instincts, and solution-oriented mindset fitting the responsibilities of supporting leadership and ensuring smooth project execution.
Education
Bachelor of Science - Information Technology
Technological Institute of the Philippines
01.2011
Skills
Effective verbal communication
Timeline
Senior Customer Service Representative
Wells Fargo EGS LLC Philippines
01.2024 - 01.2025
Coach
Wells Fargo EGS LLC Philippines
01.2022 - 01.2024
Phone Banker (Customer Service Representative)
Wells Fargo EGS LLC Philippines
01.2016 - 01.2022
V-Customer — Tech Mahindra
09.2012 - 07.2016
Bachelor of Science - Information Technology
Technological Institute of the Philippines