Anthony Garcia
People Leader
24 Hatherley Road, York,ON
Summary
Encouraging People Manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
CUSTOMER SERVICE TEAM LEADER
Tower Insurance
, New Zealand
06.2021 - Current
- Provided thought leadership to the Customer Care team; ensure staff engagement is high and achieve a customer service culture that facilitates customer retention and revenue growth and ultimately leads to customers recommending TOWER Insurance
- Monitored and ensured timely and effective resolution of customer complaints and issues
- Ensured clear performance and development objectives and talent and succession plans are completed and staff have continuous coaching and development opportunities in line with their development objectives
- Worked collaboratively with the Customer Delivery Leadership Team to develop budgets and meet agreed targets.
- Analyzed and reported on Voice of Customer (VOCs) data via QUALTRICS for the entire Customer Service teams to identify root causes of customer pain points, identified steps and recommended actions to improve KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort.
CUSTOMER SERVICE SHIFT SUPERVISOR
Atlantis Healthcare
, New Zealand
08.2020 - 06.2021
- Provided strong Operational Leadership by mentoring direct reports through call quality assurance, providing coaching and constructive feedback and manages performance of new and existing staff members via KPIs such as booking appointments per hour
- Performed supervisory work such as scheduling rosters, generating reports and Contact Centre Statistics, liaises with other functioning units.
- Recruited, hired, trained and supervised staff of at least 15 and implemented mentoring program that offered positive employee engagement.
SENIOR CSR
Atlantis Healthcare
, New Zealand
11.2019 - 08.2020
- Handled and exceeded different clients’ business needs by answering donors/patients’ queries via omni-channels and coordinating with different stakeholders and clients.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
CUSTOMER ADVISOR
SPARK Telecom
, New Zealand
08.2019 - 10.2019
- Provided best-in-class Customer Service and Technical Support to consumers and clients while demonstrating a high level of company product & services knowledge via online and email.
- Resolved customer issues to enable mutually beneficial outcomes and encourage continued cooperation.
CUSTOMER SERVICE - SENIOR TEAM LEAD
EastWest Bank
, Philippines
11.2016 - 06.2018
- Lead a team of at least 12 CSRs and recommends, implements and follows-through measures to improve the agent’s operational productivity and call handling effectiveness
- Prepared monthly, mid-year and annual Performance Appraisal Reports for each team member to gauge individual performance within a specific time frame to identify strengths and areas for improvement
- Carried out supervisory responsibilities in accordance with EWB’s policies which include interviewing, training of employees, planning, assigning and directing work, appraising performance, giving timely and relevant feedback and rewarding and/or disciplining an employee.
FUND ACCOUNTING TEAM LEADER
JPMorgan Chase and Co
, Philippines
01.2016 - 06.2016
- Managed day to day operation of a fund or funds within Investment Operations, including trade booking, cash, position and market value reconciliations, break research and resolution and client issue management
- Part reviewer, part processor, review daily/monthly work process with AVP/Officer and ensure daily and monthly checklists are signed off and done properly
- Made sure that all staff are aware of daily tasks and deadlines are met.
CREDIT CARDS TEAM LEADER
CHASE, JPMorgan Chase and Co
, Philippines
02.2009 - 12.2015
- Managed up to 21 Customer Service Specialists, served as a motivator and leader in driving performance in terms of Customer Satisfaction and meeting Sales Targets
- Recommended process improvements that provided value both to the customers and to the company as well
- Led the team to exceed KPIs such as 100% QA, Above Average AHT and Most Number of Issues Resolved within Timeframe
- Conducted Business Resiliency Plan (BRP) new template sessions with Resiliency Coordinators (RC) to meet the revised BRP standards used by the firm
- Led walkthrough sessions with Resiliency Owners (RO) to ensure that their BRPs are updated and compliant
- Conducted SDR (Sensitive Data Review) Audits for the Process and submitted reports to the Management.
FINANCIAL SERVICES ADVISOR
JPMorgan Chase and Co
, Philippines
06.2007 - 02.2009
- Received inbound calls from clients, answered their queries about their credit cards to ensure great customer service experience
- Upsold fee-based bank products according to their needs to exceed sales targets
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Reap awards for outstanding performance such as 100% attendance, exceeded sales targets and Overall Top Customer Service Specialist in the Department in 2008.
CUSTOMER SERVICE REPRESENTATIVE
APAC Customer Services
, Philippines
09.2005 - 01.2007
- Receive inbound calls from cardholders and pharmacists, answers their queries about their medications to ensure great customer service experience.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
ADMINISTRATIVE ASSISTANT
Asian Development Bank
, Philippines
09.2004 - 08.2005
- Provided general administrative support and coordinates activities for the functioning of the units.
- Executed record filing system to improve document organization and management.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
Bachelor of Arts - Applied Management – Project Management
ASPIRE2 International
New Zealand 06.2018 - 04.2019
Bachelor of Arts - Development Studies
University of The Philippines
Philippines 06.2000 - 04.2004
Skills
undefined
Certification
International English Language Testing System (IELTS)
Timeline
CUSTOMER SERVICE TEAM LEADER
Tower Insurance
06.2021 - Current
CUSTOMER SERVICE SHIFT SUPERVISOR
Atlantis Healthcare
08.2020 - 06.2021
SENIOR CSR
Atlantis Healthcare
11.2019 - 08.2020
CUSTOMER ADVISOR
SPARK Telecom
08.2019 - 10.2019
Bachelor of Arts - Applied Management – Project Management
ASPIRE2 International
06.2018 - 04.2019
CUSTOMER SERVICE - SENIOR TEAM LEAD
EastWest Bank
11.2016 - 06.2018
FUND ACCOUNTING TEAM LEADER
JPMorgan Chase and Co
01.2016 - 06.2016
CREDIT CARDS TEAM LEADER
CHASE, JPMorgan Chase and Co
02.2009 - 12.2015
FINANCIAL SERVICES ADVISOR
JPMorgan Chase and Co
06.2007 - 02.2009
CUSTOMER SERVICE REPRESENTATIVE
APAC Customer Services
09.2005 - 01.2007
ADMINISTRATIVE ASSISTANT
Asian Development Bank
09.2004 - 08.2005
Bachelor of Arts - Development Studies
University of The Philippines
06.2000 - 04.2004
International English Language Testing System (IELTS)
International Business Management Institute (IBM-I) Berlin, Germany – Program Certificate in Project Management
International Business Management Institute (IBM-I) Berlin, Germany – Program Certificate in Innovation Management
First Aid Training (Certified by St. John NZ)
Verified International Academic Qualifications – World Education Services (WES)
(Issued January 2020)
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