Mary Michelle Villanera for Video Resume

Speaker: Mary Michelle Villanera

Mary Michelle Villanera: Hi I'm Michelle Villain Era. I am a manager applying for the position of customer support team leader for disputes and complaints. I have been in the customer service industry for a total of 17 years now and I have been a manager for the last five years. The majority of my career was spent working with two major financial institutions namely HSBC and Capital One under your credit card services umbrella in their fraud and disputes departments. Since becoming a manager, I've handled several departments within the fraud and dispute operations, namely the disputes in bank, you the fraud in bank, you fraud prevention and the last few I was with was the trt escalations where we handled escalated calls from both the fraud and the speed level one cues as well as customer complaints due to the pandemic. I had to leave my flourishing career In the corporate setup in 2021 and ventured into remote work. The first remote work I had was as a business consultant in the startup company catering to the needs of law firms. Within the same year I joined extend your team as a team leader for a client whose business nature was email support for S. B. A. facilitated loans

Mary Michelle Villanera: As a team leader, my biggest strength is my brand of leadership. I'd like to think that I'm a kind of passionate leader and I'm also a motivator. Um the first thing I do after acquiring a new team is to build a strong relationship with each individual agents, I also tried to get to know them on a personal level if they would allow that and identify their strengths and weaknesses on the onset and then use that to help the agents with their self realization as well as to improve their skills. Um After doing that, I also make the effort of bonding the team, not just the school leagues but as people in a group who have genuine concern for each other, I am a strong believer that an agent who is self aware and is happy with the environment they're working at is more productive and more efficient. This also promotes for accountability, shared responsibility and a genuine sense of teamwork. Now, as a manager, my biggest strength is my methodical approach to completing tasks or projects. Um The first thing I do is to gather as much information as I can get feedback from stakeholders, then I sit down and create an actual plan, a plan for execution as well as a timeline um in that plan, I also include check ins um within interval specific intervals of the project. Um also check in in terms of schedule adherence then towards the end of the project, I do testing and then I socialize it again with stakeholders to get their feedback and if there's anything that needs to be adjusted or improved on, then I go back adjust socialists again and then when everything's okay and improved by everyone, then I executed now in terms of weakness. Well I wouldn't call it a weakness, but it's an opportunity that I am still freaking on. Um, you see, I'm very particular with quality and timeline. So when an issue arises, say an error was committed or the schedule was not followed, I get a little stressed and I start getting tunnel vision and I tend to put more effort and energy into that specific project or task until it gets back on track. But that's energy and time that I could have equally allotted towards other projects. Um, but acknowledging that opportunity, what I do now is to try as much as possible to prevent that from happening. So in my planning, I would incorporate um, quality checks, a certain intervals of the project that way I would know that the project's going smoothly and correctly before going to the next phase of the project. And then in terms of timeline, um whenever I make a schedule, I make sure to put in a buffer that way, if we get to real by say a couple of hours or even a day, then there's the buffer to cover that

Mary Michelle Villanera: The professional achievement that I'm most proud of is being one of the top rated managers in capital one. As it operated manager, I was exposed to senior management responsibilities and I was also included in some decision makings. Um this helped greatly in making me become a well rounded manager. I was able to try data analytics. I was also part of the risk management team for capital one. and it was also heavily involved in process improvement efforts not only to enhance processes for customer service but also to streamline internal processes to be able to better manage the fraud and disputes department. Because of my involvement in that area, I was once sent to a satellite office across the country to help set up the vendor side for the fraud and disputes department. I also had the opportunity of joining a immigration team um that was involved in migrating part of the fraud process which was previously solely handled onshore to be handled in capital one Philippines. Um We created internal processes that's specific to the Philippines. Um That was a very successful project and the department grew and eventually the entirety of that fraud q was migrated to the Philippines. So that was a big win for the fraud industry operations

Mary Michelle Villanera: Throughout my entire career, I've developed critical behaviors and skills that have helped me become effective in whatever role I was in. Um For my next role, I want to be able to be in a position where the functions would allow me to fully utilize those skills um where I can't put my personal stamp. I am allowed to think freely and independently, where I will be allowed, even encouraged to provide suggestions, make recommendations and provide feedback. And also where I will be involved in solving problems and making decisions and improvements, um but really be a big contributor in the success and growth of the department or the company.

Mary Michelle Villanera: I am fit to succeed in this role because I'll be bringing with me 15 years of experience in customer service, in the credit card services set up, plus five years of management experience. Second, my experience in managing a disputes Q. As well as an escalation skew sets me apart from other candidates and makes my skills tailor fit to this rule that I am applying for. Um Not only was I a manager in those cues, but I also have first hand experience in doing the frontline tasks. My personal principle as a manager is that I'm not gonna let me agents do anything that I cannot personally do. And since I am poaching them immediate appoint to become experts in those fields, I am bringing those expertise with me as well and transfer the skills to my team so that they can also be effective in their own. Lastly, as I understand even is still a fairly new company but it's a pioneer in this particular area and there's so much potential a lot to be discovered and developed. I can use my experience in process improvements and in risk management to help the company tap on those potential