Sports and Music
Warren Yabut
Customer Service Associate Manager
Taytay
Summary
Experienced Associate Manager with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
20
20
years of professional experience
Work History
Customer Service Associate Manager
Wells Fargo LLC
2021.06 - Current
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Maximized performance by monitoring daily activities and mentoring team members.
- Managed and motivated employees to be productive and engaged in work.
- Established team priorities, maintained schedules and monitored performance.
Phone Bank Supervisor
Wells Fargo LLC
2013.10 - 2021.06
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Maintained up-to-date knowledge of product and service changes.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Team Manager
Sykes Asia Inc
2009.07 - 2013.10
- Conducted comprehensive risk assessments for projects, implementing appropriate mitigation strategies to minimize potential issues.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Customer Service Representative
Sykes Asia Inc
2004.06 - 2009.07
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Education
Bachelor of Science - Foreign Service
Lyceum University Of The Philippines
Intramuros Manila 2001.04 -
Skills
Team Collaboration
Customer Support
Appointment Scheduling
Clerical Support
Employee Management
Customer Service
Effective Communication
Interpersonal Skills
Adaptability
Process Improvement
Interests
Timeline
Customer Service Associate Manager
Wells Fargo LLC
2021.06 - Current
Phone Bank Supervisor
Wells Fargo LLC
2013.10 - 2021.06
Team Manager
Sykes Asia Inc
2009.07 - 2013.10
Customer Service Representative
Sykes Asia Inc
2004.06 - 2009.07
Bachelor of Science - Foreign Service
Lyceum University Of The Philippines
2001.04 -