LOVELY VILLAREAL
Gapan, Province of Nueva Ecija
Summary
Detail-oriented professional with strong customer service skills. Proven ability to cultivate client relationships and enhance satisfaction, contributing to retention and revenue growth.
Overview
19
19
years of professional experience
Work History
Relationship Associate
China Banking Corporation
08.2019 - Current
- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Facilitated account management processes, ensuring timely and accurate service delivery.
- Coordinated cross-departmental communication to streamline client onboarding experiences.
- Implemented feedback mechanisms to gather insights for improving service offerings.
- Mentored junior associates on best practices in customer engagement and support strategies.
- Managed a diverse portfolio of clients, ensuring their financial needs were met and exceeded.
- Developed strong rapport with clients by actively listening to their needs and demonstrating genuine concern for their financial wellbeing.
- Contributed to sales initiatives by identifying cross-selling opportunities within existing client accounts, expanding revenue streams for the organization.
- Monitored client satisfaction levels through regular check-ins, promptly addressing concerns as they arose.
Customer Relations Assistant
China Banking Corporation
05.2010 - 08.2019
- Processed applications for new accounts, facilitated customer inquiries, and resolved issues to enhance client satisfaction and retention.
- Cross-sold credit cards, loans, and other bank products.
- Educated customers on online banking and mobile banking applications.
- Performed account maintenance by closing out accounts and changing customer details.
Senior Teller
Philippine Business Bank
02.2007 - 05.2010
- Supervised daily teller operations, ensuring compliance with banking regulations and policies.
- Trained and mentored junior tellers in customer service protocols and transaction processing.
- Enhanced cash handling procedures, reducing discrepancies and improving accuracy in transactions.
- Meticulously monitored cash drawer activity, ensuring accuracy in transaction processing and adherence to strict security protocols.
- Replenished ATM funds in empty canisters prior to validation process.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Counted, verified and handled bank deposits and armored car transactions.
Education
Business Administration
Nueva Ecija University of Science And Technology
Cabanatuan City, Province Of Nueva Ecija, Philippines03-2024
Bachelor of Science in Accountancy - Business Accountancy
Centro Escolar University
Malolos, Province Of Bulacan, Philippines03-2006
St. Joseph College of Bulacan
Santa Maria, Province Of Bulacan, Philippines03-2002
Skills
- Persuasion techniques
- Customer service
- Time management
- Attention to detail
Accomplishments
- Achieved 180% 2025 branch target in Banc Assurance, and consistent trip qualifier.
- 2024 Model Employee Awardee
- 2019 Model Employee Awardee
- 2017 Manulife Chinabank Awardee and international trip qualifier.
Timeline
Relationship Associate
China Banking Corporation
08.2019 - Current
Customer Relations Assistant
China Banking Corporation
05.2010 - 08.2019
Senior Teller
Philippine Business Bank
02.2007 - 05.2010
Business Administration
Nueva Ecija University of Science And Technology
Bachelor of Science in Accountancy - Business Accountancy
Centro Escolar University
St. Joseph College of Bulacan
Personal References:
Ms. MARY ANN R. TAGLE
Branch Manager
Chinabank - Cabanatuan Maharlika Branch
Contact Number:
Email Address:
Mr. PAOLO R. ZABLAN
Branch Manager
Chinabank - SM City Cabanatuan Branch
Contact Number:
Email Address:
Mr. NARCISO C. BORJA
Businessman
NC Borja Motorcycle Parts
Contact Number:
Email Address: