Sonny Boy Gayeta
Senior Customer Success Associate/Escalation Specialist
Cavite City, Province Of Cavite
Summary
Dynamic and results-oriented Senior Customer Success Associate experienced in fostering client relationships and driving customer satisfaction. Proven track record of implementing innovative strategies to ensure client success, retention, and loyalty. Skilled in proactive communication, problem-solving, and cross-functional collaboration to deliver tailored solutions that meet and exceed client expectations. Adept at analyzing customer needs, identifying opportunities for improvement, and implementing scalable processes to enhance overall customer experience. Passionate about building long-lasting partnerships and advocating for customer interests to drive business growth and success.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Senior Customer Success Associate/Escalation Specialist
Wells Fargo
01.2024 - Current
- Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients' best interests and satisfaction.
Custom Success Associate
Wells Fargo
01.2021 - 12.2023
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Delivered exceptional service by proactively identifying potential account issues before they escalated into larger problems.
Technical Support Representative
Concentrix
08.2018 - 03.2020
- Conducted in-depth product and issue resolution research to address customer concerns.
Subject Matter Expert
Teleperformance
08.2017 - 08.2018
- Create escalations, investigate ongoing issues, provide needed support to agents and take supervisor calls as needed.
Customer Service Representative
Teleperformance
04.2015 - 08.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science - Business Administration, Marketing
Jose Rizal University
06.2010 - 05.2014
Skills
- Technical Support
- Customer service expert
Client Relationship Building
Complaint resolution
Problem-solving abilities
Critical Thinking
Conflict Resolution
Escalation management
De-Escalation Techniques
Timeline
Senior Customer Success Associate/Escalation Specialist
Wells Fargo
01.2024 - Current
Custom Success Associate
Wells Fargo
01.2021 - 12.2023
Technical Support Representative
Concentrix
08.2018 - 03.2020
Subject Matter Expert
Teleperformance
08.2017 - 08.2018
Customer Service Representative
Teleperformance
04.2015 - 08.2017
Bachelor of Science - Business Administration, Marketing
Jose Rizal University
06.2010 - 05.2014
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