Ted Ivan Lendell Gabot
Senior Customer Service Representative
Taguig City
Summary
Experienced Customer Service Representative dedicated to providing quality service through quick and efficient customer service.
Overview
2026
2026
years of professional experience
8
8
years of post-secondary education
Work History
Senior Escalation Representative
Wells Fargo
09.2024 - Current
- Support less experienced individuals in providing resolutions for client inquiries and complaints
- Determine appropriate course of action and conduct investigative steps to fully identify customer issues
- Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
- Assist in setting performance standards, and recommend process or policy improvements to enhance customer satisfaction
- Provide subject matter expertise and interpretation of procedures to less experienced individuals
- Respond independently to complaints escalated at the highest level
- Interact with internal and external customers to resolve their issues
- Interact with the immediate Escalations team to supervise day to day activities of the support Escalations team
Senior Customer Service Representative
Wells Fargo
9 2023 - 09.2024
- Resolve customer service issues using bank processes and policies.
- Support and assist less experienced representatives either on the spot, via telephone or chat
- Provide feedback and present ideas for improving or implementing processes and tools within customer success groups.
- Identify and resolve escalated, complex non routine inquiries from internal and external customers
- Perform research to resolve complex customer problems including partnering with the centralized complaint function.
- Interact with less experienced staff, partner with centralized complaint function and may also review data and report trends to management.
Associate Customer Success Representative
Wells Fargo
01.2022 - 09.2023
- Assists customers by answering inquiries, resolving problems, and providing exceptional customer service experience
- Respond to inquiries and issues from customers
- Regularly receive direction from management, escalate questions and refer more difficult issues to staff
- Perform research to resolve moderately complex customer issues including communicating with other departments for issue resolution
- Perform routine tasks such as answering inquiries, resolving problems, and providing a best in class customer experience while adhering to work guidelines, policies, and regulations
Technical Support Representative
Harte Hanks Philippines
11.2018 - 01.2022
- Assists customers in troubleshooting mobile phones
- Processing warranty
- Upselling mobile insurance
- Answering all general inquiries.
Virtual Assistant - Appointment Setter
Mums Mighty Movement
03.2019 - 01.2020
- Organizes and set up appointments and schedules via Phone call or Email.
Auto Cad Operator
C&L Constructions
08.2018 - 08.2019
- Produces and creates digital 2D and 3D designs per Engineer's drafts
- Creates Measurement and Computations
- Site Visitations to ensure the quality of the project.
Virtual Assistant - Data Entry
Edcoda
10.2016 - 7 2017
- Uploads and inputs educational questionnaires into a database for primary students
- Encoding lessons and activities online.
Education
Bachelor of Science in Civil Engineering - Civil Engineering
Technological Institute of The Philippines
01.2013 - 01.2019
Bachelor of Science in Civil Engineering - Civil Engineering
Technological University of The Philippines
01.2010 - 01.2012
Skills
- Customer Service
- Customer Support
- Escalation management
- Complaint resolution
- De-Escalation Techniques
Accomplishments
- Top Associate, Harte Hanks, 2019
- Top Associate, Harte Hanks, 2020
- Cluster's Top Banker, Wells Fargo, 03/01/23
- Circle of Excellence, Wells Fargo, 2023
- Circle of Excellence Q1, 2024
Timeline
Senior Escalation Representative
Wells Fargo
09.2024 - Current
Associate Customer Success Representative
Wells Fargo
01.2022 - 09.2023
Virtual Assistant - Appointment Setter
Mums Mighty Movement
03.2019 - 01.2020
Technical Support Representative
Harte Hanks Philippines
11.2018 - 01.2022
Auto Cad Operator
C&L Constructions
08.2018 - 08.2019
Virtual Assistant - Data Entry
Edcoda
10.2016 - 7 2017
Bachelor of Science in Civil Engineering - Civil Engineering
Technological Institute of The Philippines
01.2013 - 01.2019
Bachelor of Science in Civil Engineering - Civil Engineering
Technological University of The Philippines
01.2010 - 01.2012
Senior Customer Service Representative
Wells Fargo
9 2023 - 09.2024
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