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Customer Service Manager

Location:
Los Angeles, California, United States
Posted:
February 25, 2019

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Resume:

MARIA JOSEPHIA IGNACIO

*** * ******** **. *** Angeles Ca 90012 Cell: 562-***-**** E-mail: ac8ltn@r.postjobfree.com

Branch Manager / Retail Banking Operations / Financial Services Professional

FINANCE ■ BRANCH OPERATIONS ■ ACCOUNT MANAGEMENT ■ RELATIONSHIP BUILDING

CREDIT EVALUATION ■ CUSTOMER SERVICE ■ 13 YEARS IN BANKING

Highly accomplished customer service and branch operations professional. Expertise in originating and executing bank products and services, business development, relationship management, client cultivation, and follow up. Flexible and adaptable, manage multiple initiatives simultaneously, while delivering exceptional results that impact bottom line profitability.

CORE COMPETENCIES & POTENTIAL

Best Practice Implementation Strategic Planning and Execution Business Communications

Leadership and Motivation Client Satisfaction Initiatives Regulatory Compliance

Customer Service Problem Solving & Decision Making Process-driven

Collaborative Teamwork Team Motivation & Leadership Employee Development

Client Relations Development Research and Analysis Team Building

Effective Time Management Organization & Prioritization Results-focused approach

PROFESSIONAL EXPERIENCE

Rizal Commercial Banking Corporation May 2017 to May 2018

Branch Manager

Managed the branch office in order to meet the financial services needs of customers in the market area; implemented strategies to achieve goals developed for the office as part of the Bank's overall strategic plan; ensured the office's compliance with operating policies and procedures and outside regulatory requirements.

BDO Remit (Macau, China) Limited July 2015 to March 2016

Branch Operations Officer / Junior Assistant Manager II

Developed and managed assigned territory/region with the goal of maximizing sales and revenues through partner acquisition, development and relationship building. Continuously researched market analysis, competitive check, and credit evaluation and monitoring of territory’s political, environmental social and technological changes. Cross-sell Bank products and services to tie-ups, partners and agents.

BDO Capital & Investment March 2011 to June 2015

Senior Legal / Corporate Finance Assistant – Junior Assistant Manager

Member of the Mergers and Acquisitions team that handles the due diligence, negotiations, structuring and execution of BDO’s acquisition of bank’s related entities. Assisted and supported the Head of M&A (Mergers and Acquisition) during special projects and advisory deals and all other tasks that may be assigned by the Board and the Management. Acted as liaison of the Head of M&A to internal and external clients. Handled logistics of M&A meetings as well as dissemination of key topics and information.

BDO Unibank, Inc. September 2006 to February 2011

Support Services Officer (October 2008 to April 2011)

Ensured Service Quality through: Checking and tracking of errors post-call of Customer Service Officer and Customer Service Representative, Reviewing and auditing of cases according to the Polices & Procedures manual, Reclassifying or retagging of cases according to assessment, Coordinating with the complaints fulfillment unit on the resolution of the cases and Summarizing reports and updates of cases.

Managed Customer Complaints Reporting through: Tracking of escalated complaints and submitting reports on non-conformity by the concerned unit assigned to resolve the complaint, Maintaining complaints dashboard on daily basis to record progress of complaints and its resolution, Conducting complaints analysis, identifying top complaints and reporting for further action and Auditing customer complaints on daily basis.

Conducted Training & People Development through: handling and updating the Management Information System Consolidation and the Review and Analysis of Productivity & Action Tracker. These reports included Training Attendance, Policies & Procedures Compliance, Training Needs Analysis based on Quality Assurance Results and Mystery Call Overall Summary Result.

Customer Service Officer (June 2006 to October 2008)

Received calls from BDO clients addressing their queries, requests and complaints regarding the Bank’s products. Cross-sell Bank products and services. Was consistently top performer in terms of most number of calls taken at above average customer satisfaction level. Commended several times by client callers for excellent service delivery. Received award as Best Customer Service Representative in 2007. Performed other functions and participated in special projects or assignments given by the Customer Contact Center Head and Transaction Banking Group Head. Promoted every year since being hired attaining Junior Assistant Manager level. Underwent and passed Officers’ Development Program.

Human Resource Training Assistant - Telephone Services (September 2004 to May 2006)

Served as trainer and supervisor to Telephone Service Assistants (TSAs) on work schedule update. Acted as a primary resource person to TSAs for problem resolution, complaints, and emergencies. Monitored service level daily. Reported directly to the Call Center Head. Updated, compiled and distributed the interim BDO directories to all BDO units. Consistently received high performance rating for work delivered. Trained to assist in Human Resources’ team building programs and activities for all Branches and Departments of BDO. Maintained Telephone Courtesy/Mystery Caller program. Trained to be knowledgeable in BDO’s products and services and Employee Policies & Procedures.

FORMAL EDUCATION

Bachelor of Science in Management

Jose Rizal University

Mandaluyong, Philippines



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