Rhalf Anthony Manding Bacareza

Bacareza, Rhalf Anthony M Email Address: Contact No.: - - Expert in Behavior-Based Coaching for Employee Development in a Customer Service setting. Proficient in English Language Advanced knowledge in Excel, PowerPoint and MS Office Applications. Knowledgeable in Customer Behavior Profiling WORK EXPERIENCE: Wells Fargo EGS LLC Philippines 1180 Campus Ave. McKinley Hill, Taguig City 1634 Team Leader (Mar 2017-present) -Oversees a team composed of 15-17 phone bankers who respond to customer inquiries about Consumer Banking products like checking and savings account, debit cards, and time accounts, making sure that they know how to respond based on an excellent customer experience perspective and do so in an efficient manner. -Makes sure that all actions taken are in compliance to regulations, routinely giving guidance to meeting key KPIs through skills and behavior assessment, setting measurable activities and reinforcement through coaching with follow up and recognition. Genpact Services LLC. 5132 Bldg., North Bridgeway, Northgate Cyberzone, Filinvest Corporate City, Alabang, Muntinlupa City Team Leader/Supervisor (June 2015- Feb 2017) -Ensures that team members of 15-20 people are motivated, monitored and measured in line with company targets and motivating the team to achieve high standards and targets. -Observes performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, take disciplinary measures against any team members whom is found wanting. -Gives constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction. Senior Agent (Dec 2014- June 2015) Team Support Leader (June 2013- Dec 2014) Banker Coach (Nov 2011- June 2013) -Subject Matter Expert for a team composed of 1015 teammates, being the main contact for complex concerns and customer escalations. -Assisting 20-30 team members on complex concerns and escalations and meeting sales goals. -Directly reporting to a supervisor, sharing responsibilities in coaching each team members on meeting KPIs. -Mentor to the nesting team, serves as a supplementary support for new hires after the process training and before joining the production -Performs customer service tasks while maintaining exceptional performance in all KPIs set by the company, including sales targets Phone Banker (Mar 2010- Nov 2011) -Inbound customer service for a U.S. Bank with upselling. Convergys Services Philippines Corporation Block 44, North Bridgeway,Northgate Cyberzone, Filinvest Corporate City, Alabang, Muntinlupa City Customer Service Representative (Feb. 2006-Feb. 2010) -inbound customer service with upselling for big companies for telecommunications and satellite tv provider TRAININGS AND CERTIFICATIONS: ● ● ● ● ● ● Facilitation Skills Level 1 Certified LEAN Trained and Tested Situational Leadership Training Feedback Essentials Training Career Exploration Training PROELEVATE Training for Leaders EDUCATIONAL BACKGROUND: Tertiary Las Pinas College Pilar Village, Almanza, Las Pinas City Course: Bachelor of Science in Nursing (2004-06) Pamantasan ng Lungsod ng Maynila Muralla St., Intramuros, Manila Course: Bachelor of Science in Nursing (2002-04) PERSONAL BACKGROUND: Address: Birthdate: Birthplace: Block 36 Lot 05 Garden Grove Village, Salitran 4, Dasmarinas, Cavite Febuary 2, 1986 Manila REFERENCES: Marichelle Agapito Customer Service Manager Wells Fargo EGS LLC Philippines 1180 Campus Ave. McKinley Hill, Taguig City 1634 Wellechelle Lenon Customer Service Manager Wells Fargo EGS LLC Philippines 1180 Campus Ave. McKinley Hill, Taguig City 1634 Maybelline Victor- Flores Supervisor Wells Fargo EGS LLC Philippines 1180 Campus Ave. McKinley Hill, Taguig City 1634