PAUL ENCARNACION
Richmond Hill,ON
Summary
Customer-focused professional with a successful 25-year career in the service industry, of which 18 years was invested in the financial services industry. Implemented policy changes in a dynamic environment to keep up with the market and customer demands. Successful at applying skills in busy environments. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Hardworking and reliable manager with strong ability in customer complaints resolution. Highly organized, proactive and punctual with team-oriented mentality.
Overview
23
23
years of professional experience
Work History
Regional Vice President
Primerica Financial Services Canada
01.2006 - 12.2023
- Implemented and managed change in the organization.
- Led and managed a team of agents with the changes in company policies and procedures.
- Developed and implemented strategies for providing excellent customer service experience.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Conducted weekly trainings on best practices in financial services and client management.
- Recruited and trained new agents.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Service Manager
Ogilvie Motors
Ottawa
01.2003 - 12.2005
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Collaborated with customers to offer solutions to service needs.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Hired and trained service department staff to drive performance.
- Adhered to customer service standards to foster satisfaction and retention.
- Resolved customer complaints in a timely manner.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Service Advisor
Civic Motors
Ottawa
01.2001 - 12.2002
- Used knowledge of services to recommend additional products and offerings to customers.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
Education
Bachelor of Science - Business Management
ATENEO DE MANILA UNIVERSITY
MANILA, PHILIPPINES03-1994
Skills
- Dynamic leader who implements change when needed
- Strong Customer Service
- Client Relationship Building and Engagement
- Strategic Planning
- Service Delivery Oversight
- Business Administration
- Effective Communicator and Public Speaker
Affiliations
- I'm a part-time musician, playing bass guitar and drums for a band and a worship team at a local Christian church.
- I enjoy playing golf with my wife and my daughters.
- I play basketball for fun, having played the sport in university and in high school.
- I stay healthy by going to the gym and swimming regularly.
- I volunteer as a team leader at Band of Brothers - a Christian men's group.
- I was a member of the National Honor Society in the United States of America as an exchange student who garnered top academic achievements.
Timeline
Regional Vice President
Primerica Financial Services Canada
01.2006 - 12.2023
Service Manager
Ogilvie Motors
01.2003 - 12.2005
Service Advisor
Civic Motors
01.2001 - 12.2002
Bachelor of Science - Business Management
ATENEO DE MANILA UNIVERSITY
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