Marichelle Agapito
Cavite
Summary
Professional business leader prepared for challenges of Senior Manager role. Combines deep understanding of business operations with commitment to driving team success and achieving significant results. Renowned for adaptability in dynamic environments and collaborative approach to problem-solving, leveraging keen analytical and decision-making skills.
Experienced with strategic planning, team leadership, and operational management. Utilizes comprehensive business acumen to drive efficiency and innovation. Track record of fostering collaborative environments and achieving high-impact results.
Overview
20
20
years of professional experience
Work History
Lending Operations Senior Manager
Wells Fargo International Solutions LLC-Philippine
02.2023 - Current
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
- Mentored junior staff members for skill development and career progression within the organization.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
Lending Operations Manager
Wells Fargo International Solutions LLC-Philippine
11.2021 - 02.2023
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
Customer Service Operations Manager
Wells Fargo International Solutions LLC-Philippine
01.2016 - 10.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Improved team morale by establishing recognition program for exceptional customer service.
Operations Customer Service Manager
Convergys Philippines Services
05.2008 - 12.2015
- Spearheaded initiatives to improve employee engagement, fostering a positive work environment that boosted overall team morale and performance.
- Championed process improvements within the department using lean methodologies which led to reduced waste and increased efficiency in daily operations.
- Led by example, fostering an environment of accountability and excellence while maintaining open lines of communication with staff members to address concerns promptly.
- Introduced innovative tools and technologies to enhance the overall customer experience while increasing employee productivity levels.
- Coordinated cross-functional teams to resolve complex customer issues, resulting in improved client retention rates.
- Established performance metrics for the customer service team, driving continuous improvement and accountability.
- Managed daily operations of a high-volume call center, maintaining exceptional service standards and minimizing downtime.
- Assisted in recruiting, hiring and training of team members.
Senior Team Leader
Convergys Philippines Services
05.2007 - 04.2008
- Set clear team goals and delegated tasks and set deadlines.
- Produced weekly, daily and monthly activity reports and forecasts.
- Mentored junior team members, providing guidance and support to enhance their career progression.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.
- Achieved customer satisfaction targets consistently by ensuring timely delivery of high-quality products or services according to specifications.
Team Leader
Convergys Philippines Services
11.2004 - 04.2007
- 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.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Education
Bachelor of Science - Physical Therapy
De La Salle University - Health Sciences Institute
Dasmarinas, Province Of Cavite, Philippines04-2000
Skills
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
- Organizational improvement
- Decision-making
- Excellent communication
- Employee coaching and mentoring
- Performance tracking and evaluation
- Troubleshooting and problem resolution
- Problem-solving
Timeline
Lending Operations Senior Manager
Wells Fargo International Solutions LLC-Philippine
02.2023 - Current
Lending Operations Manager
Wells Fargo International Solutions LLC-Philippine
11.2021 - 02.2023
Customer Service Operations Manager
Wells Fargo International Solutions LLC-Philippine
01.2016 - 10.2021
Operations Customer Service Manager
Convergys Philippines Services
05.2008 - 12.2015
Senior Team Leader
Convergys Philippines Services
05.2007 - 04.2008
Team Leader
Convergys Philippines Services
11.2004 - 04.2007
Bachelor of Science - Physical Therapy
De La Salle University - Health Sciences Institute
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