Gelli Ace Trinidad
Jr. Assistant Manager
PASAY CITY
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
14
14
years of professional experience
Work History
Junior Assistant Manager
BDO Unibank Inc.
05.2017 - 01.2024
- Review and analyze client cases received from difference channels requiring timely fulfillment and resolution.
- Servicing inbound calls or conduct outbound calls to internal and external clients in order to facilitate urgent processing of service requests.
- Accurately process account maintenance requests following the bank’s standard operating procedures thereby ensuring customer satisfaction without compromising quality standards.
- Perform proactively by employing online banking services that meets bank standards and exceeds customer expectations.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
E-mail Customer Service Representative
EastWest Bank Inc.
05.2014 - 02.2017
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Ensures confidentiality of customer records.
- Adheres to assigned work schedules based on business needs
- Follows established Standard Operating Procedures of the Bank
- Follows established Contact Center policies
- Observes proper escalation procedures
- Recommends process and policy changes to improve productivity and customer experience
- Ensures awareness of the Customer Service’s KRA
- Enhances expertise by maximizing learning tools and attending briefing/training/coaching/feedback
- Participates in Focus Group Discussions
- Performs anti-attrition strategies
- Contributes to revenue generating initiatives through cross-sell/up-sell
- Performs other related tasks that may be assigned from time to time.
Customer Service Representative
EastWest Bank Inc.
02.2013 - 04.2014
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
Fulfillment Analyst
PAL Express Phils.
04.2012 - 09.2012
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Validated results and performed quality assurance to assess accuracy of data.
- Ensuring that e-mails from customers/passengers are answered in a timely and accurate manner.
Customer Service Representative
Linex Solutions
11.2011 - 03.2012
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
Fulfillment Officer
Kintetsu World Express, Phils.
04.2010 - 08.2010
- Checked product levels and recommended new purchases.
- Greeted customers and directed to requested products.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proven ability to develop and implement creative solutions to complex problems.
- Worked effectively in fast-paced environments.
Education
Bachelor of Science - Customs Administration
Adamson University
Ermita, Manila 04.2001 -
Skills
Customer Experience
Microsoft Office
Data Entry
Organizational skills
E-mail Organization
Excellent Problem Solving Skills
Effective Communication
Timeline
Junior Assistant Manager
BDO Unibank Inc.
05.2017 - 01.2024
E-mail Customer Service Representative
EastWest Bank Inc.
05.2014 - 02.2017
Customer Service Representative
EastWest Bank Inc.
02.2013 - 04.2014
Fulfillment Analyst
PAL Express Phils.
04.2012 - 09.2012
Customer Service Representative
Linex Solutions
11.2011 - 03.2012
Fulfillment Officer
Kintetsu World Express, Phils.
04.2010 - 08.2010
Bachelor of Science - Customs Administration
Adamson University
04.2001 -