Enrico P. Garcellano Garcellano

Spearheaded lead generation initiatives through online channels and referrals, leveraging digital platforms and personal networks to expand client base. Customized insurance products to align with individual client requirements, ensuring tailored solutions that address specific needs and preferences effectively. Prepared and delivered comprehensive quotes for client presentations, utilizing a thorough understanding of insurance products and market dynamics to articulate value propositions clearly. Provided seamless assistance to clients throughout the payment process, offering support for online transactions, over-the-counter payments, and pick-up options, enhancing convenience and satisfaction. Cultivated and nurtured robust business relationships with clients, proactively engaging with renewal reminders to maintain retention rates and foster long-term loyalty.

Led and guided agents to achieve KPIs, ensuring goals were specific, measurable, achievable, realistic, and timely (SMART). Coached and motivated team members provided effective feedback, and managed teams to drive performance excellence. Enforced policies and procedures to meet or exceed SLA. Performed admin tasks such as attendance monitoring, payroll, and HR coordinator for employee requirements or concern.

Provided support to customers regarding water filtration systems, processed orders, and coordinated with suppliers to ensure customer satisfaction. Acted as an expert in water filtration design and upsell system design that would exceed customers' expectations for a positive customer experience. Utilized Zendesk for calls and chat, converted customer inquiries into sales, and maintained efficiency of overheads.

Performed Social Media Marketing to attract potential business partners and gain a better reputation online. Created email marketing and marketing flow chart campaigns using Infusionsoft, contributing to increased engagement and lead generation. Handled email and calendar management, ensuring efficient communication and organization of tasks. Created videos for marketing campaigns using Sparkol, enhancing brand visibility and customer engagement.

Managed the Repairs Department, handling trouble tickets for circuits and phone issues, and providing updates to customers. Facilitated communication between the technical team and customers, ensuring prompt resolution of issues and enhancing customer satisfaction. Performed strong problem-solving, analytical skills, and sales skills which resulted in ranking top in upselling products and services.

Assisted the US sales team in processing price quotations, solution design, and ordering, contributing to successful sales transactions. Coordinated with various departments to ensure timely process flow and meet client needs for solution design, enhancing customer satisfaction. Conducted research and provided support for tasks, contributing to the development of effective sales strategies and solutions.

Consistently recognized as one of the top ten performers for resolving customer issues and achieving high customer satisfaction ratings. Provided cross-selling products and services to customers, contributing to increased revenue and customer retention. Demonstrated effective communication and negotiation skills in resolving customer inquiries and complaints.

Managed a team of Junior Funders, ensuring quality handling of mortgage documents and efficient workflow. Spearheaded a back-log project, categorizing tasks systematically and providing individual coaching to team members, resulting in improved workflow and productivity.

Led a team of technical support representatives, hiring, training, and coaching team members to deliver exceptional customer service. Monitored call volume and managed staffing levels to ensure appropriate coverage and efficiency. Implemented strategies to improve team performance and call center metrics, fostering a positive and supportive team culture.

Assisted online gamers in handling deposits and withdrawals, ensuring compliance with finance protocols. Coordinated with the fraud department to identify and address suspicious activities, ensuring customer security and satisfaction. Reported directly to the Finance Manager, ensuring accurate and timely completion of daily tasks.

Demonstrated exceptional technical customer service skill Awarded Top 5 for achieving 100% on all customer surveys, demonstrating exceptional customer service skills. Supported US customers on DSL issues and provided basic PC troubleshooting assistance, contributing to high customer satisfaction ratings. Advanced to Level 1 support as a Home Networking Representative, demonstrating technical expertise and problem-solving skills.

Spearheaded marketing campaigns resulting in a significant boost in branch deposits and revenue. Collaborated closely with branch personnel to facilitate seamless transaction processing, ensuring optimal customer satisfaction. Conducted client outreach calls to deliver comprehensive presentations on bank products and services.

Analyzed financial information to determine strategies and products to help clients meet their financial objectives. Provided information and education to clients about financial products and services, contributing to increased client satisfaction and retention.

Processed inward and outward checks, balanced end-of-day transactions, and supervised new account transactions, ensuring accurate and efficient service delivery.

Processed inward and outward checks, balanced end-of-day transactions, and supported new account solicitation, ensuring compliance with bank protocols. Functioned as co-custodian and cashier, demonstrating integrity and attention to detail.

Awarded CSS of the year for cross-selling bank products, contributing to increased revenue and customer satisfaction. Reported directly to the Cashier, ensuring accurate and timely completion of monthly, quarterly, and yearly reports.

Processed inward and outward checks, balanced books, and assisted the cashier in scheduling SSA maturities, ensuring efficient account management. Automated reports using MS Excel, enhancing efficiency in report generation.