Customer Service, Banking Operations
Resume:
MARGARETTE GRACE MANGUBAT GARCES
**** ******** *** #****, ******, CA 92782
****.***.*****@*****.***
Professional Summary:
Started as an entrepreneur and co-managed the family business which is into RTW and made-to-order clothing. Produced clothes from my own designs and sold them during events/bazaars or to colleagues at work. We also supplied uniforms and costumes to different schools and offices. Eventually entered the banking industry with 20 years of experience in customer service, process and policy development and communications.
Skills:
Customer relationship management
Process enhancement
Data management and analysis
Training and development
Strong work ethic
Time management
Detail-oriented and highly organized
Excellent interpersonal and communication skills
Proficient in MS Office (MS Word, Excel, Powerpoint, etc)
Work Experience:
Philippine National Bank
Pres. Diosdado Macapagal Blvd., Pasay City
April 2009 – March 2022
Branch Operational and Excellence Department Head
Assistant Vice President
Retail Banking Sector
August 2011 – March 2022
•Supported all domestic and overseas branches
•Streamlined processes in order to comply with current policies and regulations to help the employees efficiently perform their tasks in the branches and provide a better customer experience (e.g., revision of bank forms)
•Spearheaded quality management programs and projects from design, to planning and to implementation, for all branches to reinforce customer service
•Responded to queries and handled customer complaints addressed to the President, Retail Banking Sector Head, Branch Operations Division Head or coursed through the different channels of the Bank, which may require immediate coordination with the concerned branch and/or Head Office unit
•Provided guidance and recommend the course of action on specific customer service concerns
•Prepared a monthly report is shared to all the Retail Banking Sector Heads which includes an analysis of the top major concerns, recommendations and action steps
•Conducted training on customer service and the use of the Enhanced Customer Relationship Management tool (ECRM) to ensure that complaints are immediately addressed and cases decrease
•Ensured branch compliance to the Foreign Account Tax Compliance Act (FATCA) by monitoring the submission and completion of documents by US Persons and by providing guidelines on the requirements
•Directly communicated with the Bangko Sentral ng Pilipinas (BSP; translates to Central Bank of the Philippines) on the banking schedule, changes due to holiday, local declarations or events such as the pandemic or calamity
•Handled the creation and release of internal and external communications that are branch-related such as memos, advisories, infographics and reminders on customer service, processes and policies
•Ensured compliance to the requirements of the Philippine Department of Labor and Employment (DOLE) and the Philippine Department of Environment and Natural Resources (DENR) requirements
•Part of several working teams that handled new products and services and process improvement to ensure that it is doable in the branches
•Presented to the Senior Management Team, Operations Group and/or Retail Banking Sector proposed programs, process enhancements and policy change.
•Provided weekly topics and led discussions during the branch morning huddles
•Replied to BSP, Audit and Compliance findings on the current workflow
•Prepared the Division’s monthly highlights for the CEO’s report to the Board of Directors
•Supported the Bank’s Sustainability Program through information dissemination
Manager
Service Quality Division
April 2009 – August 2011
•Spearheaded quality management programs and projects, from the design, planning and implementation for Retail Banking Sector
•Monitored compliance of units in the implementation of programs and evaluate achievement of program objectives
•Conducted 5S Good Housekeeping for selected PNB branches. Provided results, recommendations and action items
•Reported the quarterly complaint monitoring for ATMs, Internet Banking and Branches to the Senior Management Team
•Released quarterly newsletter for the entire organization
•Formulated case studies based on actual client complaints for discussion in the branch weekly “Kapihan” (translates to team huddle)
•Set up and monitored performance measurements for call center operations
•Conducted training on customer service, quality tools and new products within the Service Quality Division
•Assisted call center agents during peak hours/critical days
Citibank N.A. Phils.
Libis, Quezon City
July 2002 – March 2009
Service Quality Officer
Assistant Manager
October 2004 – March 2009
•Supported the CitiPhone management in performing the required number of Call Evaluations per CitiPhone Officer (CPO) every month to monitor call handling quality of CitiPhone Officers
•Ensured that CitiPhone Officers are given immediate feedback, coaching and necessary training / refresher courses to improve the quality of their call handling
•Submitted the required Service Quality metrics to the business and to the regional office
•Provided immediate feedback to the CitiPhone Team Leader and to the CitiPhone Officer on findings from Call Evaluations
•Analyzed the Call Evaluation results to determine areas for improvements in the call handling of CitiPhone Officers
•Provided recommendations to CitiPhone management on how to address the CitiPhone Officers’ call handling defects and reduce the incidents of defects in call handling
•Implemented Rewards and Recognition programs that will drive the CitiPhone Officers to deliver consistency in delivering excellent customer service
•Maintained a timely and robust trending reports that will support CitiPhone management in identifying critical Service Quality metrics - Call Quality Defect rate, Top Call Quality Defects, Top CPOs that need to improve call handling, Top Teams that need to undergo Refresher Courses, etc.
•Validated complaints and compliments filed against CitiPhone Officers and Team Leaders with corresponding action plan to resolve issue
•Coordinated with the CitiPhone Training Group in identifying training needs of CitiPhone Officers and co-facilitate with CitiPhone Training Officers in conducting Refresher Courses / Training
•Monitored the timely resolution of CitiPhone Officer’s transaction fulfillment errors detected during the Call Evaluations
•Supported the CitiPhone management initiatives that will improve the CSLM ratings and VOE scores of CitiPhone
•Worked closely with Customer Experience unit to identify areas for improvement to better service clients
•Handled the System of Knowledge (SOK) Mailbox, an intranet website of Citibank (mostly used by CitiPhone), which is used as reference for procedures, descriptions, updates and promos. Maintained and updated SOK daily and prepares monthly MIS
CitiPhone Officer
July 2002 – October 2004
•Specialized in handling inquiries, complaints, requests (e.g., reversal of charges, computation of interests etc.) and cross-selling for Philippines and Guam credit cardholders
•Specialized in handling inquiries, complaints, various transactions and financial amendments for all bank products such as term deposits (assets), CASA (liabilities), and fee-based products
•Coordinated with other units of the bank to ensure resolution of customer requests and complaints
•Responsible for the information dissemination, scheduling of meetings, call drills and training for the team and prepared monthly minutes of the meeting, attendance and expense report
•Handled the System of Knowledge (SOK) Mailbox, an intranet website of Citibank (mostly used by CitiPhone), which is used as reference for procedures, descriptions, updates and promos. Maintained and updated SOK daily and prepares monthly report
•Co-handled the Rewards Mailbox, qualifying requests for membership fee redemption; approve or decline memos filed by the officers; clean up of invalid memos; and maintain daily report
•Co-headed special projects of the department such as outreach programs as well as events coordination
Cocoon Knots & Stitches
Project 3, Quezon City
2000 - 2016
•Co-managed the family business which is RTW and made-to-order clothing
•Contributed to expanding the clientele list, which is mainly from schools and corporate offices, that require uniforms, costumes and event t-shirts
•Prepared and presented proposals to possible clients with detailed description of the design, material, cost, production lead time etc.
•Coordinated with in-house designers to come up with several design choices for the client based on the requirements
•Outsourced materials that would best fit the clients requirement and budget without sacrificing the quality and look of the design
•Coordinated with the production team and clients for revisions and/or approval of sample/s
•Hands-on in the production of orders, from quality control to packaging
•Ensured that orders are ready and delivered before the set deadline
•Joined events/bazaars to sell RTW from my own designs
•Handled concerns of clients and ensured that their needs are met
Educational Background:
1998 – 2002 Assumption College, San Lorenzo
College Makati City
Bachelor of Science and Commerce
Major in Management Information System
Cum Laude
1994 – 1998 St. Paul College of Pasig
High School Pasig City
Professional References Available Upon Request
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