Cherry Villa

Enthusiast
DISC Type : i

Head of Contact Centre - Vice President Operations at HSBC

Calabarzon, Philippines

Overview

Cherry Villa is the Vice President of Operations at HSBC, bringing over 16 years of dedicated experience in the financial services industry. She specializes in leading complex contact center teams and driving operational efficiency, holding a Lean Six Sigma Green Belt certification and a Bachelor of Science in Business Administration.

She is a reflective and loyal professional who values long-term growth within her company. Cherry is a supportive leader who publicly celebrates the successes of her team members and is open about the challenges of professional life, such as dealing with imposter syndrome.

Cherry has humorously noted that her 16-year tenure with HSBC is the longest relationship shes had.

Personality Overview

Non-Confrontational

Optimistic

Amiable & Agreeable

They tend to be agreeable by nature, so take their promises with a pinch of salt.
  They prefer to build relationships rather than staying totally transactional. Unlike D or C types, they are convinced more by stories and testimonials.

Topics They Care About

Contact Center Leadership
Her current role is Head of Contact Centre, where she is accountable for the performance of large, complex teams focused on customer service and key business priorities.
Operational Excellence
She is skilled in Lean Six Sigma and has a history of managing teams to achieve maximum operational efficiency, effectiveness, and quality.
Career Longevity
She recently celebrated her 16th year at HSBC, highlighting her belief in learning, growing, and thriving within a single company.

Media Appearances

Cherry has no verified media appearances

Work History

8-2021
Head of Contact Centre - Vice President Operations at HSBC
6-2019 - 7-2021
Assistant Vice President Operations at HSBC
8-2016 - 5-2019
Assistant Vice President - Site Lead at HSBC
5-2014 - 7-2016
Department Manager | Cards & Loans and Banking Operations at HSBC
3-2013 - 5-2014
Assistant Manager for Operations | Chargeback and Dispute Resolutions at HSBC

Education

1998 - 2002
Bachelor of Science (BS) from De La Salle University - Dasma
1994 - 1998
Secondary Education from St. Michael's Institute

More Information

Social Presence :

Prographics :

Exp : 21 Location : Calabarzon, Philippines Job Level : Senior Designation : Head of Contact Centre - Vice President Operations at HSBC
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Insights For Selling To Cherry

During A Call Or A Meeting

DO's

  • Refer to interesting customer testimonials and stress on great customer experience
  • Ask them how their day is going or exchange some other pleasantries
  • Compliment them about their personality if you get a chance

DONT's

  • Avoid overloading them with too much information
  • Don't be critical or challenge them openly, they can react defensively
  • Don’t push them for a direct ‘no’, take lack of ‘yes’ as ‘no’ after some time

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Cherry is

  • Relationship and rapport are valuable for them, but so is proven product value.
  • Will you ever get a clear answer from Cherry

  • They are unlikely to say no directly.

Insights For Deal Planning

    How fast (or slow) will Cherry move?

  • They are not very fast decision makers, even while they continue to stay engaged.
  • Can Cherry take some risk or not?

  • They can take some low-probability risks if needed.

You And Cherry

Personality Compatibility


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