LONG GUIUAN TERENCIO
Mandaluyong City,PH
Summary
Service leader with business knowledge and management experience to positively impact team operations. Versed in banking and financial accounts with the most recent dental insurance industry best practices and business operations and always looking for opportunities for improvement.
I came with more than 10 years of work experience in the contact center industry. I am optimistic, adaptable, hardworking, and quality oriented which is necessary to become a great individual and an aspirant leader. I have a great work ethic and I always strive for excellence by continuously being open to feedback and learning new things which helps me to be more effective in what I do. I enjoy meeting new people with different experiences and cultures and have a strong belief that it would further improve me as an individual.
Overview
11
11
years of professional experience
Work History
Operations Manager
Principal Global Services
Taguig City, PH
02.2021 - Current
- Exceeded team goals by partnering with staff to share and implement customer service initiatives
- Analyses customer data to identify opportunities and improve relationships
- Coached and trained team members whenever necessary
- Contributed to the restructuring of the training path to elevate and prepare new hires to be job ready in their respected role
- Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching
- Developed and shared best practices across company to align with objectives and quality standards
- Streamlined operations to consistently deliver on targets
- Raised awareness on how to thoroughly review applicants during application process to select well suited candidates for the role
- Hired and evaluated associates to add to workforce and meet demands
- Mitigated regulatory risks by complying with company internal policies and legal requirements
- Analyses strategic, core and support processes to recommend improvements
- Oversaw and/or monitor the department's budgeting
Retirement Service Specialist II
Wells Fargo
Taguig City
01.2020 - 02.2021
- Managed Retirement Accounts 401K, Defined Benefits, ESOP for all of our US clients
- Processed money out transactions (withdrawals) along with allocating funds to be invested into certain funds based on their investment appetite
- Set up individual contributions for an automatic deductions from paychecks
- Educated clients of about retirements along with how to set them up and be future and/or retirement ready
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction
- Assisted customers with product-related questions, feedback and complaints
Call Monitoring Specialist (QA) /Customer Solutions Specialist
Citibank Philippines
Taguig City
07.2018 - 01.2020
- Provided daily quality call and/or transaction reviews for diverse line of business in Cards (such as Chat, SocMed, and Phone Banking) to ensure company standards are met in providing customer satisfaction and high quality service
- Assisted clients in overall aspect with their Credit Cards and Retail/Consumer Banking accounts with the company/bank
International Sales Representative
RJ GLOBUS SOLUTIONS
Rockwell, Ortigas
09.2017 - 07.2018
- Reached out to potential customers daily through cold calling and emailing
- Researched sales leads and developed personalized outreach content
- Provided technical assistance to clients for their online account creation
- Boosted client retention, establishing sales goals and securing targeted rates
Sales Associate
Ammex isupport
Makati City
02.2017 - 08.2017
- Liaised with potential customers to determine needs and provide recommendations
- Converted cold leads to expand territory and negotiate profitable contracts
- Showcased product features and benefits through online presentation to drive sales
- Contacted customers to set-up appointments, monitor satisfaction levels and upsell additional offerings
- Account Management Processing purchase orders from customers, including email management/support
Quality Analyst (QA Lead)
SITEL Philippines. - Capital One US Account
Mandaluyong City
03.2013 - 09.2016
- Analyzed team performance quality monitoring results, conducted root cause analysis to investigate the source of problems within the company processes.,making enhancement suggestions based on inefficiencies and faults
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Led certain group of Quality Specialist for a specified fraud dept
- Managed transition groups from training to production to maintain quality before they are endorse to production
- Identified and applied innovative solutions to streamline and improve quality management systems and processes
- Communicated regularly with operating teams and other stakeholders to review quality standards and on how to maintain them
Education
Hotel And Restaurant Management -
Central Luzon Science and Technology
Skills
- Multi-unit operations management
- Performance Management
- People Management
- Risk Management
- Client Relationship Management
- Process Improvement Strategies
- Systems Implementation
- Adaptive Leadership
- Inventory Control
- Organizational Management
- Customer Retention
- Customer Service
- Business Development
Endorsements
- Rada Polo, Operations Manager, +63 995 595 5763
- Con Francisco, Operations Manager, +63 917 821 7605
Accomplishments
- With High Honor (Hotel and Restaurant Management)
- Outstanding Quality Analyst (Fraud LOB) - Capital One (Sitel PH)
- One of the Top Sales Associates (RJ Globus Solutions)
Timeline
Operations Manager
Principal Global Services
02.2021 - Current
Retirement Service Specialist II
Wells Fargo
01.2020 - 02.2021
Call Monitoring Specialist (QA) /Customer Solutions Specialist
Citibank Philippines
07.2018 - 01.2020
International Sales Representative
RJ GLOBUS SOLUTIONS
09.2017 - 07.2018
Sales Associate
Ammex isupport
02.2017 - 08.2017
Quality Analyst (QA Lead)
SITEL Philippines. - Capital One US Account
03.2013 - 09.2016
Hotel And Restaurant Management -
Central Luzon Science and Technology
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