Gideon Joseph Abaquita III

Wells Fargo EGS Philippines LLC

11.2024 - Current

Manages and develops a team composed of 10 Team Leaders
Coaches Team Leaders to deliver NPS, IR, QA and Attendance performance bi-weekly
Provides support coverage to 210 FTEs under Cluster Zeus
Monitors and Tracks weekly Coaching Compliance for NPS and AHT for Quartile 3 and 4 bankers
Performs bi-weekly triad sessions with Team Leaders to ensure quality support is provided to supported bankers
Provides weekly report on Attendance and latest Corrective Action of bankers to ensure they're accountable for their Attendance
Provides weekly Non-talk time report and corrective action level to Senior Manager and Customer Service Managers to curb Egregious Behaviors and deliver Efficiency Performance
Manages FTEs on LoA under Cluster Zeus

Wells Fargo EGS Philippines LLC

12.2016 - 10.2023

Manages a team composed 18 phone bankers
Creates analysis and provides direction on how to achieve set goals
Ensures that phone banker daily task are completed
Drives and coaches bankers weekly to deliver 51.00% or better NPS on a monthly basis
Drives and coaches bankers weekly to deliver at 345 seconds or less on a monthly basis
Drives and coaches bankers weekly to deliver Quality Assurance at a minimum of 94% or greater on a monthly basis
Drives and coaches bankers weekly to deliver Attendance Metric at 95% or greater on a monthly basis
Drives and coaches bankers weekly to deliver Accountability metric at a minimum of 94% or greater on a monthly basis
Responsible for Discipline Management of Team
Responsible for engagement activities of Team
Ensures that Risk Management Tasks are completed within SLA
Creates for Development Plans for Team Members
Manages team attrition
Ascertain the happiness of Team Members through care and engagement activities

Hinduja Global Solutions

12.2015 - 12.2016

Manages 18 agents in a team
Enhances a team member’s skillset in Relationship Care and Value Generation via Coaching and Feedback
Drives the team to deliver RTF(NPS) of greater than or equal to 73% on a monthly basis
Drives the team to deliver CHT (AHT) of less than or equal to 340 secs on a monthly basis
Drives the team to deliver ATR of less than or equal to 5% on a monthly basis
Drives the team to deliver ATS of greater than or equal to 94% on a monthly basis
Drives the team to deliver Offer Rate (Sales) of greater than or equal to 30% on a monthly basis
Drives the team to deliver Accept Rate (Sales) of greater than or equal to 10% on a monthly basis
Ensures the team is properly motivated, and happy in order to secure objectives set by the client
Responsible for Discipline Management
Handles supervisor and/or Manager Calls – when necessary

Summary