John Gerard Rico
Makati
Summary
Accomplished Senior Assistant Vice President at Wells Fargo Bank, adept in operations management and fostering teamwork. Spearheaded cross-functional teams to exceed project objectives, enhancing efficiency and customer experience. Proven track record in organizational development and employee relations, with a focus on achieving over 90% in performance metrics.
Experienced with strategic planning, financial management, and team leadership. Utilizes collaborative approach to drive business objectives and adapt to market changes. Track record of enhancing operational efficiency and achieving organizational goals.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Assistant Vice President
Wells Fargo Bank
09.2013 - 11.2024
- Led a cross-functional team to successfully execute high-impact projects, meeting or exceeding objectives and deadlines.
- Supported staff development initiatives such as mentorship programs or skills training workshops for enhanced performance outcomes.
- Identified areas for process improvement, implementing changes that reduced errors and increased efficiency.
- Established a culture of continuous improvement by promoting employee training opportunities and fostering an environment of collaboration.
- Managed risk effectively through diligent analysis and proactive mitigation strategies, minimizing potential losses.
- Enhanced team efficiency by streamlining project management processes and implementing effective communication strategies.
- Established and directed successful programs focused on Attendance, Efficiency and Customer Experience.
- Compliance oversight ensured adherence to regulatory requirements while also identifying potential issues before they escalated into larger problems.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Collection Specialist - Subject Matter Expert
Shore Solutions
05.2012 - 05.2013
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Reduced delinquency rates by implementing effective collection strategies tailored to individual clients.
- Trained new team members on scripts, company services, and collection strategies.
- Streamlined the collections process for increased efficiency through regular review and updating of procedures.
Team Leader
Allsec Technologies
04.2011 - 05.2012
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Customer Service Representative
Advanced Contact Solutions
03.2010 - 01.2011
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Image Flagger
Sykes Asia
10.2009 - 03.2010
Education
Bachelor of Science - Nursing
Our Lady of Guadalupe College
Mandaluyong City, Metro Manila, Philippines03-2009
Skills
- Operations management
- Organizational development
- Corporate communications
- Human resources management
- Cross-functional team leadership
- Project management
- Performance improvement
- Teamwork and collaboration
Certification
- Basic of Lean Six Sigma
- Results Orientation & Accountability Workshop
- Critical Thinking for Leaders
- Effective Business Correspondence
- Heart of Customer Service with CARE
- Microsoft Excel Advanced
- 3A's for Success
- Working Through Conflict
- Working in Teams
- Empowering People for Problem Solving & Decision Making
- Business Ethics
- Time Management and Delegation
- Listening with Intent
- Emotional Intelligence Developing the Skills for Success
- Coaching Essentials
Timeline
Senior Assistant Vice President
Wells Fargo Bank
09.2013 - 11.2024
Collection Specialist - Subject Matter Expert
Shore Solutions
05.2012 - 05.2013
Team Leader
Allsec Technologies
04.2011 - 05.2012
Customer Service Representative
Advanced Contact Solutions
03.2010 - 01.2011
Image Flagger
Sykes Asia
10.2009 - 03.2010
- Basic of Lean Six Sigma
- Results Orientation & Accountability Workshop
- Critical Thinking for Leaders
- Effective Business Correspondence
- Heart of Customer Service with CARE
- Microsoft Excel Advanced
- 3A's for Success
- Working Through Conflict
- Working in Teams
- Empowering People for Problem Solving & Decision Making
- Business Ethics
- Time Management and Delegation
- Listening with Intent
- Emotional Intelligence Developing the Skills for Success
- Coaching Essentials
Bachelor of Science - Nursing
Our Lady of Guadalupe College
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