Raphael Patrick Gilera

RAPHAEL PATRICK GILERA Address: 31Greenview Subdivision, Hagonoy, Taguig Mobile Number:- E –mail:- Results-driven manager with a proven track record of leading highperforming teams and delivering exceptional customer service and project management. Seeking a challenging role to utilize my leadership skills, foster a collaborative work environment, and drive operational excellence for the benefit of the organization and its customers SKILLS • EXPERIENCE November 2023 – Present Project Manager My Amazon Guy • • • • Creates strategies for Clients and Business owners to reach milestones for their e-commerce accounts Create a project timeline to improve SEO, Images and catalog troubleshooting Assist team members with our projects and provide continued support to ensure project completion Identify, troubleshoot and prevent issues for client’s with their e-commerce accounts Virtual Assistant June 2023 – November 2023 • • • • Assists CEO and Executives manage their calendars and email correspondence Provide general support Team members with their daily task and ensure completion of their tasks Provide strategic advise to clients for better marketability and profitability for their business and assist in their marketing strategies Updates social media accounts and e-commerce catalogs March 2021 – June 2023 Customer Service Associate Manager Wells Fargo • • • • • • • Supervised a team of 17 customer service representatives, ensuring highquality customer interactions and resolving escalated issues promptly and efficiently. Supervised an individual contributor to develop his skills achieve his goal on becoming part of the operations leadership team Fostered a positive and collaborative team environment, promoting open communication, teamwork, and a customer-centric approach. Monitored and evaluated customer service calls and interactions to identify areas for improvement and provide coaching and feedback to team members. Managed customer service metrics and generated reports to track key performance indicators, such as response times, call resolution rates, and customer satisfaction scores. Implemented new customer service strategies and procedures, streamlining workflows to reduce response time for a more efficient customer experience Recommends performance evaluation for each individual performance of each team members • • • • • • Leadership Leading self and others to be Inspired and motivated to achieve our personal goals and exceeds organizational objectives Communication Strong verbal skill to effectively convey information, provide feedback and resolve conflict Project Management Decision Making Problem solving Coaching and Mentoring Emotional Intelligence ORGANIZATION • Transformation and Innovation Workstream • People and Development Workstream • Project Management Guild Certifications • • • • • Agile PM 101 Search Engine Optimization Pay Per Click Amazon Catalog Amazon Logistics December 2016 – March 2021 Customer Service Team Lead Wells Fargo • • • Supervised a team of experienced team members to transfer their skills to new hires to ensure proper transition to production through classroom training, group coaching, triad coaching and side by side Supervised a team of 17 customer service representatives, ensuring highquality customer interactions and resolving escalated issues promptly and efficiently. Take in escalated calls for team members to assist customers with their more complex issues and concerns with their credit card December 2015 – December 2016 Customer Service Escalation Representative Wells Fargo • Answer escalated calls from team members to resolve complex customers issues with their credit cards • Real time monitoring of team members calls through floor walking to ensure that anyone in the team would be able to get real time support and would be able to handle customers concern efficiently • Provides real time and up to date coaching with team members to ensure that they are up to date with the process • Assist team leaders and managers on handling the team by identifying and correcting hygiene metrics that should be improved for their teams to support the business April 2014 – December 2015 Customer Service Representative (Banker Coach) Wells Fargo • Provide support in transitioning new hires to production through transferring of skills from product knowledge to teaching them how to provide an excellent customer service to credit card customers • Provides excellent customer service to existing credit card customers • Perform account level research and advise customer of products that may benefit them • Stay up to date on all changes, developments and enhancement for all systems, products, and upgrades • Update account information and complete accurate documentation January 2013 – April 2014 Customer Service Agent Genpact Philippines EDUCATION Tertiary 2008 - 2013 University of Santo Tomas BS Electronics Engineering CHARACTER REFERENCES Robert Libongco Customer Service Manager Wells Fargo- Mirasol Villanueva Customer Service Manager Wells Fargo- Jhe Roxas Customer Service Manager Wells Fargo-