Customer Service Associate Manager
Resume:
Taguig City, ****
**************@*****.***
RALPH VINCENT GEQUILLANA
Experienced Associate Manager with a proven track record of leading high-performing teams to consistently meet and exceed targets. Passionate about people development, with a focus on coaching and empowering individuals to achieve their full potential. Skilled in data analysis and strategic planning, with the ability to identify performance gaps and implement effective solutions. Highly organized and results-driven, with a strong commitment to balancing team leadership with efficient task execution. SUMMARY
FRAUD AND CLAIMS ASSOCIATE MANAGER, 12/2020 - 03/2025 Wells Fargo, Philippines, Taguig
CUSTOMER SERVICE TEAM LEAD (RETAIL), 03/2016 - 11/2020 Wells Fargo, Philippines, Taguig
WORK EXPERIENCE
Led team of specialists in fraud and claims program to enhance fraud identification and prevention.
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Identified process improvement opportunities to streamline fraud and claims management.
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• Supervised decision-making processes to address work distribution challenges.
• Ensured compliance with policies, risk controls, and regulations. Resolved escalated issues through collaboration with customers, vendors, and cross-functional teams.
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Developed and implemented strategies with fraud and claims management to enhance customer experience.
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• Oversee distribution of resources for Fraud and Claims Operations.
• Provided support in the professional growth of team members. Contributed to the development of risk management tools and techniques to predict potential claim patterns.
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• Prepared reports explaining assessment results and outlining methods used. Conducted training sessions for new staff on claims handling procedures and customer service excellence.
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Organised and participated in meetings with underwriters to discuss complex cases and obtain guidance.
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Prepared detailed reports on claims outcomes and trends for senior management review.
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Lead and manage the team, ensuring adaptability during sudden roster changes.
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Provide necessary action plans, coaching, mentoring, monitoring, and support to ensure all team metrics are consistently met or exceeded.
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CUSTOMER SERVICE REPRESENTATIVE, 02/2013 - 02/2016 Wells Fargo, Philippines, Taguig
Assist low-performing team members in achieving their goals through targeted support and guidance.
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Prepared team-level performance reports and ensured alignment with program metrics.
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• Address and resolve immediate concerns raised by team members.
• Participated in scheduled meetings to provide team representation.
• Facilitated regular training sessions to enhance skill development. Communicate effectively with both onshore and offshore partners to ensure alignment and smooth operations.
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Conducted training sessions for new employees and assisted in their skill enhancement and scheduling.
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• Monitored quality and compliance reports to verify adherence to standards.
• Executed various ad hoc tasks efficiently.
Conducted regular performance reviews, providing constructive feedback and personal development plans to team members.
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Addressed performance issues within the team through targeted training and one-to-one coaching, improving individual and team output.
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Led a team of customer service representatives, fostering a supportive and efficient working environment to enhance performance.
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Communicated regularly with team members to maintain clearly defined expectations.
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Resolved escalated customer complaints by negotiating solutions that satisfied both the customer and the company.
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• Addressed customer service enquires quickly and accurately.
• Assisted customers with product-related questions, feedback and complaints.
• Maximised customer satisfaction by resolving service issues promptly.
• Handled high-volume telephone calls to address and resolve customer queries. Built rapport with customers through courteous and professional communications.
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Listened to individual complaints with open mind and asked detailed questions to understand issues.
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• Processed refunds, exchanges and service requests for customers. Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
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Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
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• Followed scripts and processes to uphold brand standards. Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
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Monitored customer surveys and feedback to develop corrective actions for service-related issues.
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• Coordinated referrals and escalations to obtain specialised support. SKILLS • Decision-Making proficiency
• Critical-thinking
• Schedule management
• Claims management
• Risk assessment
• Process improvement
• Customer relationship management
• Problem solving
• Strategic planning
• Data analysis
• Customer service excellence
• Decision making
• Team leadership
• Performance evaluation
• Time management efficiency
• Effective communication
Awarded Top Associate Manager in 2023 for consistently leading my team to exceed performance goals and demonstrating exceptional leadership, problem- solving, and operational management skills. This recognition reflects my ability to inspire team members, drive results, and contribute to the overall success of the department.
ACHIEVEMENTS
WEBSITES, PORTFOLIOS http://linkedin.com/in/rafagequillana-447415221 AND PROFILES
REFERENCES • Mark Danvid Reyes, +63-919-***-****, Wells Fargo
• Mark Jay Villadares, +63-917-***-****, Wells Fargo HOBBIES AND INTERESTS • Arts and Crafts
• Dancing
• Singing
• Watching Documentaries
PERSONAL
INFORMATION
• Date of birth: 1991-11-30
• Gender: Male
• Nationality: Filipino
• Driving Licence: B
• Marital status: Single
• Place of birth: Manila
AMA College, Makati, 04/2009
Diploma of Higher Education: Hotel and Restaurant Services EDUCATION
Finished ladderised course in Hotel and Restaurant Services, gaining extensive knowledge in hospitality operations
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Developed industry-standard practices via a programme that merged theoretical learning with real-world experience
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Met course goals and achieved good marks with diligent completion of assignments
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Collaborated on group assignments, coordinating tasks, and contributing to high-quality submissions
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WEBSITES, PORTFOLIOS,
PROFILES
http://linkedin.com/in/rafagequillana-447415221
English: C2
Proficient
LANGUAGES
REFERENCES Mark Danvid Reyes, +63-919-***-****, Wells Fargo Fraud and Claims Associate Manager
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Mark Jay Villadares, +63-917-***-****, Wells Fargo Fraud and Claims Associate Manager
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Contact this candidate