Customer Service Associate Manager
Metro Manila
Results-driven Customer Service & Operations Manager with over 15 years of experience leading high-performing teams, scaling operations, and managing service delivery across global financial and BPO enterprises.
Wells Fargo, full_time
Mar 2025 to Present
At Wells Fargo International, I direct daily operations and supervise team leaders and customer service associates who handle complex inquiries, customer complaints, and payment monitoring. My role involves managing resource allocation, headcount planning, and financial budgeting while actively mentoring high-potential talent for operational advancement. I also partner closely with internal relationship managers, external clients, and cross-functional global departments to optimize service delivery metrics and improve customer retention. Additionally, I conduct rigorous data analysis on key performance indicators and facilitate Monthly Business Reviews (MBR) to drive continuous operational improvements and strategic reporting.