Ritchie Val Geronimo Email & Phone Number

Pasay, National Capital Region, Philippines

Leading and developing a team of 20-30 associates. Responsible for the overall performance management, coordination, and evaluation of the team. Develop and achieve performance goals and objectives. Carrying out supervisory responsibilities in accordance to policies and procedures which include interviewing, training, planning and assigning work, reviewing employee performance, and conflict resolution. Drive process improvement and continuous improvement culture through ‘kaizen’ and lean projects.

Ncr - National Capital Region, Philippines

Responsible in conducting and implementing the certification program for all officers in the Customer Service Group. Conducts all training programs and product updates dissemination to ensure consistency of knowledge and information among all officers. Serve as the subject matter expert of the group and the point person for all product and service information.

Ncr - National Capital Region, Philippines

Responsible for ensuring that all the processes of the Customer Service Group meet the quality standards set by the bank. Handle the Internal Control and Calls Monitoring teams in identifying areas for improvement across all the processes being handled by the group.

Ncr - National Capital Region, Philippines

Responsible for managing the day to day operations of the Customer Care Unit which serves as the fulfillment and back-support unit of the Customer Service Group. Ensure that the Transaction and Correspondence teams process all client requests from voice and non-voice channels, within the agreed service levels and turn-around times.

Ncr - National Capital Region, Philippines

Responsible for the establishment and achievement of the Quality Policy and Quality Objectives of the unit’s Quality Management System. Ensure that processes needed for the Quality Management System are established, implemented and maintained.

Ncr - National Capital Region, Philippines

Directly supervises the Customer Service Officers, Associate Customer Service Officer, Telephone Operator in accepting all customer initiated contacts made through the Customer Service Hotline and UnionBank Trunkline.

Ncr - National Capital Region, Philippines

Responsible in managing the acceptance and the correspondence of all customer initiated contacts that were received by the Inbound Unit via mail, electronic mail, facsimile messages or any other non-voice channel.

Ncr - National Capital Region, Philippines

• Position: Internal Control Officer May 2004-October 2004Responsible for reviewing all customer file maintenance records done by the different Customer Service Unit Personnel and regularizes any deviations that are discovered during the review process.• Position: Fulfillment Officer February 2002-April 2004 Processes all customer service requests coming from the Calls Acceptance Unit and forwards these requests to appropriate Bank Support Groups. Ensures that all requests have the correct and complete required information and that these requests have been approved for processing by the proper authority.• Position: Customer Service Officer December 2000 -January 2002 Directly handles the acceptance of all customer initiated contacts that were received by the Customer Service Inbound Unit thru the Bank’s hotline number. He/She provides the appropriate response to the customer’s inquiry, complaint or request upon the acceptance of the customer initiated call.

Master Of Business Administration (M.B.A.)

Bachelor Of Science, Commerce