Glea Anne D. Buendia
Customer Advocate
Manila
Summary
Experienced customer service professional with a proven track record of resolving issues and enhancing customer satisfaction. Effective communicator with a focus on teamwork and goal achievement. Skilled in managing customer interactions, problem-solving, and adapting to changing demands. Reliable and adaptable, ensuring smooth operations and positive outcomes.
Overview
8
8
years of professional experience
2020
2020
years of post-secondary education
Work History
Associate Customer Service Representative
Wells Fargo
05.2024 - Current
- Provide enhanced customer satisfaction by promptly addressing inquiries and/or issues with empathy regarding financial products and services.
- Identified trends in customer feedback, providing insights for targeted improvements in service delivery processes, receives direction from customer service supervisor and escalate non-routine questions.
- Manage risk by following all policies and procedures and staying abreast of changes to them.
- Conducted thorough research to provide informed solutions, enhancing overall client satisfaction levels.
Team Leader for Hotel & Reservations Account
Conduent
07.2022 - 04.2024
- Responsible for the day-to-day supervision of a group of customer service associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Client Account Representative - MBPS
Manulife Business Processing Services
10.2021 - 07.2022
- Responsible for regular contact with clients, advisors and third-party administrators under block of business through inbound/outbound calls and emails.
- Resolve or negotiate 'win-win' solutions to client issues directly or by consulting with appropriate resources.
- Provided exceptional support during contract renewal processes, maximizing client retention rates.
- Served as primary point of contact between clients and internal teams, ensuring seamless communication throughout project lifecycles.
Team Leader Trainee for Healthcare Account
Concentrix | Convergys Philippines Services Inc.
09.2020 - 09.2021
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
In-team Coach/Subject Matter Expert for Healthcare Account
Concentrix | Convergys Philippines Services Inc.
02.2020 - 08.2020
- Guided customer service representatives in complex concerns and attended to escalation call requests.
- Coordinated with the whole management team (other ITCs, Team Leaders, Operations Manager) to ensure that the goals of the account and the expectations of the clients will be met.
- Improved team performance by implementing effective coaching strategies and setting clear goals.
- Maintained and improved operational performance by completing action plans, resolving problems, and controlling implementations.
Advisor II, Customer Service for Healthcare Account
Concentrix | Convergys Philippines Services Inc.
10.2017 - 09.2021
- Was part of the Top 10 CSRs of Cigna - Home Delivery Pharmacy account for several months.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Criminology
Eulogio "Amang" Rodriguez Institute of Science And Technology
01-2016
High School -
Tondo High School
01.2008 - 01.2012
Skills
Skilled in Microsoft software usage
Organizational time strategies
Analytical decision-making
Effective issue resolution skills
Adaptability to change
Clear and concise communication
Problem-solving skills
Collaborative teamwork
Strong organizational skills
Personal Information
- Age: 29
- Father's Name: Romeo E. Buendia JR.
- Mother's Name: Ma. Judy D. Buendia
- Date of Birth: 12/06/95
- Gender: Female
- Marital Status: Single
- Place of Birth: Manila
Timeline
Associate Customer Service Representative
Wells Fargo
05.2024 - Current
Team Leader for Hotel & Reservations Account
Conduent
07.2022 - 04.2024
Client Account Representative - MBPS
Manulife Business Processing Services
10.2021 - 07.2022
Team Leader Trainee for Healthcare Account
Concentrix | Convergys Philippines Services Inc.
09.2020 - 09.2021
In-team Coach/Subject Matter Expert for Healthcare Account
Concentrix | Convergys Philippines Services Inc.
02.2020 - 08.2020
Advisor II, Customer Service for Healthcare Account
Concentrix | Convergys Philippines Services Inc.
10.2017 - 09.2021
High School -
Tondo High School
01.2008 - 01.2012
Bachelor of Science - Criminology
Eulogio "Amang" Rodriguez Institute of Science And Technology
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