Jose R.
Senior Administrative Assistant
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English
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About
Jose R. has amassed significant expertise in the hospitality and BPO sectors, with a particular focus on customer service and administrative support. With nine years in the hospitality industry and nearly seven years in financial institutions, Jose brings a depth of experience to his current role as a Senior Administrative Assistant at Wells Fargo Philippines, where he supports CIB - Markets Leaders through managing expense reports and travel arrangements, and interfaces with internal and external clients. Previously, he handled fraud and claims operations at Wells Fargo, showcasing his ability to respond to and resolve complex customer issues. His BPO experience spans six years, working in inside sales and customer retention roles where he honed his skills in customer interactions and negotiations. Prior to his roles in the Philippines, Jose worked in London as a Duty Manager and Night Manager, where he was responsible for staff supervision, training, and ensuring customer satisfaction. His educational background in economics further supports his analytical and organizational capabilities.
Experience
Senior Administrative Assistant
WELLS FARGO PHILIPPINES · 2025 — PresentSupported CIB - Markets Leaders with reporting and expense management after transactions were recorded in the General Ledger (GL) and Concur Travel and Expense. Managed travel arrangements including bookings and modifications for airlines, hotels, cars, and trains as per policy. Interacted with administrative peers, internal partners, and customers to fulfill service requirements. Conducted monthly quality checks of team members' tasks, assisted with various administrative tasks, and acted as a subject matter expert for less experienced assistants.Administrative Assistant
WELLS FARGO PHILIPPINES · 2022 — 2025Assisted CIB - Markets Leaders with expense reporting following transaction postings in the General Ledger and Concur. Handled travel arrangements in compliance with policy, including bookings and cancellations for airlines, hotels, and transportation. Worked alongside internal and external clients to address service needs and performed calendar management. Supported moderately complex administrative tasks while receiving guidance from management on routine processes.Fraud and Claims Operations Representative
WELLS FARGO PHILIPPINES · 2019 — 2022Addressed escalated inquiries and complaints from cardholders regarding their claims. Reviewed claims and conducted investigations while researching pertinent product information and guidelines. Documented identified risks and issues clearly, and interacted with merchants to resolve disputes.Inside Sales Associate
INSPIRO – Relia (Dish US Account) · 2017 — 2019Identified customer needs and provided suitable solutions. Managed customer interactions to ensure focused attention and satisfaction. Suggested compatible products based on customer analysis and maintained records of sales transactions in the Direct Sales Web while submitting daily reports.Account Specialist - Retention Team
SPI CRM (Dish US Account) · 2014 — 2017Handled customer inquiries and service requests regarding billing and payments. Focused on resolving issues and ensuring customer satisfaction by restoring trust and managing feedback effectively. Built relationships with customers to encourage repeat business and negotiated resolutions to complaints.Advance Customer Service Representative
SPI Global (DISH US Account) · 2012 — 2014Managed customer interactions involving inquiries, complaints, and billing issues. Assisted in problem resolution and ensured high service quality by maintaining performance metrics.Duty Manager
Think Apartments Ltd., London · 2010 — 2012Supervised front office staff and trained new employees. Addressed guest inquiries, complaints, and requests, and managed room allocations for VIP guests. Ensured health and safety compliance and monitored team performance.Front Desk Manager
The International Hotel, London · 2008 — 2010Oversaw front office staff management and recruitment. Handled guest inquiries and requests while optimizing room allocations for VIPs. Maintained accurate guest profiles in the database and ensured efficient operations.Night Duty Manager
Courthouse Hotel Kempinski, London · 2008 — 2008Planned staff workloads and supervised operations during the night. Managed the Night Audit processes and prepared necessary correspondence for guest checkouts. Ensured problem-solving and training for staff performance.Assistant Night Manager
Courthouse Hotel Kempinski, London · 2007 — 2008Addressed guest complaints and requests, managed check-ins and check-outs, and maintained the cash float in line with hotel policies. Updated guest profiles as needed in the absence of the Night Duty Manager.Night Auditor / Supervisor
Thistle Marble Arch Hotel, London · 2005 — 2007Managed the Night Audit while supervising and training new staff. Conducted checks on bookings before running audits and communicated relevant information to the day shift team.Receptionist / Cashier
Thistle Marble Arch Hotel, London · 2005 — 2005Served as the primary contact for guest inquiries and complaints. Handled telephone calls, allocated rooms, and performed switchboard duties as required.Receptionist / Cashier
Thistle Lancaster Gate Hotel, London · 2005 — 2005Performed similar duties to those of the previous role, managing guest inquiries and operational responsibilities.Night Concierge
Thistle Lancaster Gate Hotel, London · 2004 — 2005Provided information on local attractions and managed guest bookings for theater, restaurants, and transport. Assisted the night porter with room service requests.Night Porter
Thistle Lancaster Gate Hotel, London · 2003 — 2004Assisted guests with luggage and handled inquiries while maintaining cleanliness in common areas. Completed various administrative tasks as needed.
Skills & Expertise
Education
- BA - EconomicsColegio De San Agustin - Bacolod · — — 1986