Allan Gabion
Lutwyche,Australia
Summary
Seasoned Branch Operations Head and Service Manager at Rizal Commercial Banking Corporation, adept in leadership and retail banking. Spearheaded compliance, customer satisfaction, and operational excellence initiatives, driving significant process improvements. Excelled in staff mentoring, fostering a culture of high performance and safety. Proven track record in budget control and customer service management, ensuring robust financial health and client retention. Skilled professional inspired and motivated to help customers build financial independence.
Overview
15
15
years of professional experience
Work History
branch operations HEAD/Service Manager
Rizal Commercial Banking Corporation
Davao, Philippines
08.2015 - 04.2022
- Company Overview: Philippines
- Responsible for the overall management of the business center as a servicing channel, in accordance with Bank policies and the branch's Operations Manual
- Ensured compliance with applicable laws and regulations related to services provided
- Created annual department budget, aligning with organization's financial and operational objectives
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Managed service staff to ensure customer satisfaction and compliance with company policies
- Developed and maintained relationships with customers, vendors, and suppliers
- Resolved customer complaints in a timely manner
- Engaging in needs-based conversations to find the right solutions for our members
- Analyzed existing processes for potential cost savings initiatives
- Maintained accurate records of all service requests, including resolution times and costs incurred
- Provided technical support for hardware and software issues experienced by customers
- Educating members on how to utilize digital and mobile banking tools to enhance their banking experience and make life that little bit easier
- Managed inventory levels of parts necessary for servicing customers' needs
- Reviewed customer billing statements for accuracy prior to release
- Adhered to customer service standards to foster satisfaction and retention
- Prioritized and delegated daily work tasks to meet anticipated project goals
- Resolved customer inquiries and complaints requiring management-level escalation
- Philippines
Senior Customer Service Officer
Rizal Commercial Banking Corporation
06.2011 - 07.2015
- Supports the Customer Service Head (CSH) in managing the overall operations of the Business Center as a servicing channel
- Along with the BOH, ensures strict implementation and consistent compliance to the Bank's policies and procedures, Bangko Sentral ng Pilipinas (BSP)/ Anti-Money Laundering Act (AMLA) regulations and other external regulatory rules
- Supports the business objectives through excellent customer service delivery and other service-related initiatives geared towards total customer satisfaction
Customer Service Associate
Rizal Commercial Banking Corporation
09.2007 - 06.2011
- Provides competent, timely and error-free over-the-counter services to customers in the Business Center
- Ensures compliance with internal policies, BSP, AMLA and other external regulatory rules
- Recognizes risk areas and eliminates risks by consistently implementing the bank policies and procedures
- Supports the business objectives through excellent customer service delivery and other service-related initiatives and marketing efforts of the branch
Education
Diploma of Business -
Strategix International College
Brisbane, QLD12.2023
Bachelor of Science - Business Administration, Marketing
University of Mindanao
Davao City, Philippines10.2004
Diploma of Leadership And Management -
Strategix International College
Brisbane, QLDSkills
- Leadership
- Management
- Negotiation
- Retail Banking
- Cross-Selling
- After-Sales Transactions
- Reports Preparation
- Timely Submission
- Cash Handling
- Vault Management
- Counterfeit Detection
- Schedule Management
- Budget control
- Workplace Safety
- Customer Service Management
- Staff performance evaluations
References
References available upon request.
Timeline
branch operations HEAD/Service Manager
Rizal Commercial Banking Corporation
08.2015 - 04.2022
Senior Customer Service Officer
Rizal Commercial Banking Corporation
06.2011 - 07.2015
Customer Service Associate
Rizal Commercial Banking Corporation
09.2007 - 06.2011
Diploma of Business -
Strategix International College
Bachelor of Science - Business Administration, Marketing
University of Mindanao
Diploma of Leadership And Management -
Strategix International College
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