JOYCE TRISHA DAVIDELLASO
Customer service
professional with over 10
years of experience in
banking operations, service
delivery, and client relations,
with a strong focus on
customer satisfaction.
Known for consistently
resolving client concerns
with empathy,
professionalism, and
urgency. With 3 years in
leadership roles and 1 year
in strategic planning, I bring
a proven ability to coach
teams, streamline service
processes, and implement
customer-first strategies.
Passionate about creating
meaningful, positive
experiences that build trust
and long-term client loyalty
while driving team
performance and
operational excellence-
PROFILE:
www.linkedin.com/in/joycetrisha-ellaso-496a30256-
ALLBANK (A Thrift Bank Inc.)
Department Head - Consumer Protection / Corporate
Planning / Cash Management
March 2024 – Present
• Lead and manage cross-functional teams to
ensure high-quality customer service and
operational efficiency.
• Act as first level escalation for customer
complaints; resolve complex issues to maintain
client satisfaction and loyalty.
• Implement and monitor KPIs for service delivery,
improving customer response time by 15%.
• Develop and coach staff, resulting in a 20%
increase in team productivity and service
quality.
• Conduct regular call assessments and customer
feedback analysis to drive service
improvements.
• Manage annual planning and forecasting
initiatives aligned with strategic customer
service goals.
• Collaborate with management to launch
customer-centric projects and process
enhancements.
PRODUCERS SAVINGS BANK CORPORATION
Assistant Manager / Branch Operations Officer
February 2020 – March 2023
• Resolving Complaints and Account
discrepancies and answering questions
• Marketing of Banks Products
• Handling of Daily Operations
• Process Loans
• KYC, Performs
• Call Back Transactions
• Checks CTRs and transaction alerts in Integral
System,
• Clearing of Checks
•
•
Preparation of Monthly Performance Report,
Daily Accomplishment Report, Business Planning
Monitors Day to day operations following
policies and procedures,
SKILLS
•
•
•
•
•
•
•
•
•
•
•
•
Customer Support
Management
Team Leadership and
Coaching
Escalation
Management
KPI Monitoring and
Improvement
Customer Satisfaction
and Retention
Performance
Management
Staff Recruitment and
Development
Process Improvement
Conflict Resolution
and Problem Solving
Time Management
and Prioritization
Strong
Communication and
Collaboration Skills
Knowledge of KYC
and Compliance
Procedures
Bachelor of Science in
Tourism- Columban College
Main Campus, Olongapo
City
June 2009- March 2014
Loyalty Awardee
Cashier
August 2018- February 2020
• Act as a Custodian of CIV and Cash Vault, Cash
in ATM, TCTs, Government Securities and
important documents
• Conducts cash count daily, reconcile total CIV
balance with Finacle balance
• ATM reconciliation, Accounts Receivables,
Accounts Payable,
• Handles Customer Complaints,
• Verifies Signature
• AMLA, Counterfeit Detection, KYC,
• Handles Inventory of Supplies and vouchers,
• Handles Government related documents
Customer Service Associate/Marketing Assistant
December 2014-August 2018
• Delivered personalized customer service while
managing cash operations and assisting with
client onboarding.
• Promoted customer-focused banking solutions,
achieving individual targets in product
promotions.
• Identified process improvements to reduce
client waiting times and enhance service
delivery.
