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Eric Songco

Team Leader @ ADP

Former - Manager, Customer Care at Nordstromrack.com | Hautelook, a Nordstrom Company

Greater Los Angeles Area

Ranked #1,113 out of 22,260 for Team Leader in United States

Section title

Eric Songco's Email Addresses & Phone Numbers

Eric Songco's Work Experience

ADP

Team Leader

October 2013 to April 2016

San Dimas, CA

Bank of America

AVP; Home Services Specialist II

March 2009 to May 2011

Brea, CA

Wells Fargo

Operations Clerk/ Vault Cash Handler

February 1998 to August 1998

El Monte, CA

Eric Songco's Education

Ateneo de Manila University

High School Diploma, General Education

Cypress College

Associate Degree, Business Administration

University of Phoenix

In Progress - Bachelor Degree, Business with a Human Resources Management Certificate

Eric Songco's Professional Skills Radar Chart

Based on our findings, Eric Songco is ...

Accommodating
Persuasive
Planned

What's on Eric Songco's mind?

Based on our findings, Eric Songco is ...

52% Left Brained
48% Right Brained

Eric Songco's Estimated Salary Range

About Eric Songco's Current Company

ADP

Responsible for providing team leadership to a client-focused team committed to increasing quality and productivity. Provides direction on activities and behaviors (competencies) in accordance with functional and divisional goals. Reports to organization management on team accomplishments, achievements, and productivity using experience in group processes and dynamics. Motivates team members and facilitates team meetings. Cultivates and reinforces appropriate...

Frequently Asked Questions about Eric Songco

What company does Eric Songco work for?

Eric Songco works for ADP


What is Eric Songco's role at ADP?

Eric Songco is Team Leader


What is Eric Songco's personal email address?

Eric Songco's personal email address is e****[email protected]


What is Eric Songco's business email address?

Eric Songco's business email addresses are not available


What is Eric Songco's Phone Number?

Eric Songco's phone (**) *** *** 329


What industry does Eric Songco work in?

Eric Songco works in the Executive Office industry.


About Eric Songco

📖 Summary

Team Leader @ ADP Responsible for providing team leadership to a client-focused team committed to increasing quality and productivity. Provides direction on activities and behaviors (competencies) in accordance with functional and divisional goals. Reports to organization management on team accomplishments, achievements, and productivity using experience in group processes and dynamics. Motivates team members and facilitates team meetings. Cultivates and reinforces appropriate group values, competencies and objectives. Identifies and analyzes problems, plans tasks, and solutions. Provides guidance to team on development, performance, and productivity issues. Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals. Effectively communicates with senior leadership as needed. From October 2013 to April 2016 (2 years 7 months) San Dimas, CAAVP; Home Services Specialist II @ Bank of America Process loans approved by an Underwriter or an automated decisioning system. Use credit signing authority within delegated limits. Clear conditions and issue changes to the terms on previously approved loans. Verify conditions of approval which include customer income/assets documentation. Resolve routine title issues including vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens reconveyances. Process subordinations, resolve appraisal disputes and coordinate closing activities as necessary. Maintain a high level of customer service by being proactive in communication with customers, including banking centers associates, realtors, etc. From March 2009 to May 2011 (2 years 3 months) Brea, CAOperations Clerk/ Vault Cash Handler @ Wells Fargo Dept: ATM Processing From February 1998 to August 1998 (7 months) El Monte, CATeller/ Customer Service Representative @ Bank of America Dept: Consumer / Retail Banking Center From March 1995 to March 1997 (2 years 1 month) Chino, CAManager, Customer Care @ Nordstromrack.com | HauteLook, a Nordstrom Company Manage a team of 6-10 Customer Care Supervisors and their assigned teams (200+ indirect reports with both onsite and remote agents). Responsible for day-to-day operations management and long term strategic planning. Drive teams to perform with high levels of employee engagement and developing supervisors for further leadership roles. Lead planning & staffing initiatives to ensure service quality standards including timeliness, accuracy & responsiveness. Design and implement process improvement activities, create meaningful scorecards, conduct performance reviews, and foster continuous learning & development opportunities. Responsible for the whole agent life cycle process including recruiting, onboarding, performance management, recommending promotions and terminations. Coach and mentor less experienced managers and other support staff. Assist in enhancing department vision and strategies that support Company goals. Ensure alignment on priorities and team direction by partnering cross-functionally to identify, perform root cause analysis on, and address business issues, processes or products that drive customer dissatisfaction. Promote and deliver world class customer service to all customers (phone, email & chat) by building highly productive teams and implementing quality control measures that ensure consistent performance results. From April 2016 to May 2017 (1 year 2 months) Los Angeles, CACall Center Manager @ RecordFlow Serve as Senior Leader of Call Center Operations by planning and implementing call center strategies & operations, improving systems and processes, and managing the entire Call Center Operations for the company. Responsible for managing multiple call center teams in India, the Philippines & USA, along with managing the Call Center Support Team consisting of Process Managers and Quality Analysts. Meet & exceed performance objectives by estimating requirements, preparing resources, planning, collecting and analyzing call data. Develop training materials and call workflow guidelines. Hire, train, and manage the call center supervisors and call center agents staff. Develop quality measurements, evaluations, and lead call center calibration sessions. Supervise day-to-day processes and ensure all calls are completed. Evaluate call center metrics, formulate action plans where necessary in order to achieve and maintain call response goals. Monitor all client issues/errors and quickly implement appropriate solutions. Ensure all quality standards are met and maintained at all times. Continually evaluate processes and present ideas to create efficiencies wherever possible. From February 2013 to June 2013 (5 months) Santa Ana, CAAVP; Business Support Lead II - HR @ Bank of America Lead diverse administrative functions for a very large, complex business unit. Functions included financial control/budgeting and consolidation, personnel/payroll processes, audit/compliance, premises, and coordination of certain projects, associate training, service quality, process improvement, business continuity, and communication. Lead projects that encompass and impact many associates. Consult with senior management to define projects as necessary. Provide training in regards to the business unit’s policies, programs, procedures and financial/accounting practices. Research and document organizational reviews, workflow analysis, and management/staff analysis. Additional functional duties include Business Continuity Coordinator for entire Brea Campus and CA Regional Support Team responsibilities. Also performed additional duties as Acting On-Boarding Manager and Acting Business Support Manager as necessary. Performed the Associate Satisfaction Champion role and facilitated Associate Satisfaction & Support Engagement Team meetings as necessary. Security Point of Control for site as well. From August 2008 to February 2009 (7 months) Brea, CAAVP; Operations Project Analyst - HR @ Bank of America Initial assignment was to assist with transition of call center from Customer Service & Support (Checking & Savings) to Card Services – Customer Satisfaction during MBNA merger/conversion. Responsible for the accuracy & timeliness of monthly incentive processing, analyze changes to incentive and make appropriate recommendations. Assign and distribute sales goals at the team & associate level. Communicate changes regarding incentive & Hoshin goals to all associates and develop strategies to attain these goals. Create detailed reports to facilitate improvement in all areas/metrics. Identify areas of opportunity in site processes and implement solutions. Lead diverse administrative functions for a very large, complex business unit. Functions included financial control/budgeting and consolidation, personnel/payroll processes, audit/compliance, premises, and coordination of certain projects, associate training, service quality, process improvement, business continuity, and communication. Additional functional duties include Business Continuity Coordinator, performing compliance audits, and Ad-Hoc projects. Also performed additional duties as Acting On-Boarding Manager and Acting Business Support Manager as necessary. Manage one level of managers as necessary. Facilitated Associate Satisfaction & Support Engagement Team meetings as necessary. Security Point of Control for site as well. From September 2006 to July 2008 (1 year 11 months) Brea, CACustomer Service Team Manager @ Bank of America Manage a team of 15-25 customer service associates & be responsible for day-to-day supervision of the team. Monitor calls focusing on performance development, call handling statistics & service level adherence. Responsible for performance/ salary reviews to assess strengths & development needs providing feedback & opportunities for growth. Coach, train & develop associates as well as lead other quality initiatives. Focus on customer & associate needs as well as motivate & create enthusiasm within the call center. Facilitate meetings/training, handle personnel/payroll issues, review reports/statistics and work with multiple business partners. Responsible for resolution of complex & diverse operating issues, always striving for process improvement and utilizing Six Sigma Methodology. From October 2005 to August 2006 (11 months) Brea, CASenior Customer Service Representative/ Escalation Team @ Bank of America Take escalated calls and answer all associate inquiries seeking creative & viable solutions to satisfy the needs of our customers. Train, coach & develop all associates within the call center. Escalation Team Runner for several months performing duties such as floor-walking, taking escalated calls as the manager for all the supervisors, preparing team reports, attendance/adherence tracking, monitoring call volume for the gate, communicating with business partners as necessary. Also completed Manager Job Shadowing Program. Watch teams of 15-20 associates while managers are on vacation/leave. Coach and develop associates towards company goals. Evaluate associates performance by monitoring associates closely & review salary planning for associates. Facilitate meetings/training, handle personnel issues, review reports/statistics and work with business partners to ensure satisfaction for customers/ associates. Responsible for resolution of complex & diverse operating issues, always striving for process improvement and utilizing Six Sigma Methodology. Functional duties included Quality & Productivity Champion for the Site which worked with Change Management and Learning & Leadership Development to implement process improvement changes. From February 2004 to September 2005 (1 year 8 months) Brea, CALead Operations Representative @ Bank of America Acting Team Supervisor for the first two months. Performed duties such as floor-walking, taking escalated calls, preparing team reports, attendance tracking, and answering associate inquiries. Also performed side-by-side coaching, and Associate Coaching Tool monitoring. Completed 2 week Dealer Financial Services Product Knowledge/Computer Systems Classroom Training providing me with the skills to assist Dealer Financial Services in servicing callers (borrowers, banking center associates, escrow/ title companies, & dealerships) with inquiries/requests on Loans & Lines of Credit. Routine Customer Service Representative duties are to provide world-class service to all callers coming into Customer Service & Support and to focus on increasing the customer’s overall satisfaction with Bank of America. From September 2002 to February 2004 (1 year 6 months) Brea, CAProcess Analyst @ Bank of America Identify areas of opportunity to support Real Time Resolution, lead/drive projects, communicate progress & changes to all affected sectors of the bank, and assess any feedback received as a Process Improvement Team member. Work with Change Management to implement process improvement recommendations. Also responsible to recommend changes in the Standard Operations Manual to make it more accurate & precise as the Standard Operations Manual Task Force member representing Brea Customer Service & Support. Assists with classes & provides training modules based on expertise with a wide variety of subject matter. From February 2002 to September 2002 (8 months) Brea, CAResearch & Adjustments Representative/ Fulfillment Support Specialist @ Bank of America Job-Shared while in Customer Service & SupportProcess Totally Automated Office requests (from Prime/Plus, Premier, Service Operations & Specialized Services gates) & incoming mail requests from customers, perform expedient research using a wide variety of bank systems, process ticket batchwork & general ledger entries, interact with different departments for proper comprehension of policies/procedures outside of Customer Service & Support, and to communicate/explain various information/processes to customers along with providing them with supporting documentation. From August 2001 to January 2002 (6 months) Brea, CACustomer Service Representative @ Bank of America Provide world-class service to callers coming into Customer Service & Support (Checking/Savings Products), identify relationship-building opportunities, match customers with products/services based on their needs & preferences, perform account maintenance inquiries, and migrate customers to alternative banking methods. Additional duties included floor-walking, taking escalated calls, and being a call-visioning coach as required by business needs. From May 2000 to January 2002 (1 year 9 months) Brea, CAAppointment Clerk/ Call Center Agent @ Kaiser Permanente Dept: Appointment & Messaging Services From February 1998 to June 1998 (5 months) Baldwin Park, CA


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In a nutshell

Eric Songco's Personality Type

Extraversion (E), Sensing (S), Feeling (F), Judging (J)

Average Tenure

1 year(s), 3 month(s)

Eric Songco's Willingness to Change Jobs

Unlikely

Likely

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