Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

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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Glea Anne D. BuendiaCustomer Advocate