FEU Institute of Technology

Educational Innovation and Technology Hub

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Angelou L. Vasquez

Student

BSIT Student at Far Eastern University

Muntinlupa, Metro Manila · FEU Alabang

Personal Information

Short Biography

Delivered exceptional customer service to 60+ members daily, fostering brand loyalty and achieving a 96% positive feedback rating. Implemented strategic team reorganization, resulting in an 18% reduction in backlog and improved efficiency. Demonstrated a 20% above-average customer retention rate on cancellation calls. Conducted team management and training, enhancing staff performance and service quality. Led initiatives resulting in a remarkable 10% increase in customer satisfaction within the first year. Drove revenue growth by identifying upselling opportunities for banking products and credit cards. Actively collaborated with stakeholders to align strategies, fostering harmonious working relationships. Proficient in call handling, managing 40+ incoming calls daily with a focus on swift issue resolution. Experienced in end-to-end project management, from initiation to completion. Adept at data analysis, identifying issues and inconsistencies for effective decision-making.

Skills

Banking, Business Operations, Operations Management, Data Analytics, Customer service

Master (100%)

Work Experience

Full-time ┃ Oct 2022 - Present - (1 year and 11 months)

Servicing Manager at Mastercard Transaction Services

Customer Care

Full-time ┃ Jul 2017 - Apr 2022 - (4 years and 8 months)

Operation Specialist at Citigroup Business Processing Solutions

Customer Care

Full-time ┃ Nov 2016 - May 2017 - (6 months)

Senior Specialist at AIG

Contact Center

Full-time ┃ Oct 2013 - Apr 2016 - (2 years and 5 months)

Customer Service at Gracall International

Contact Center

Licenses and Certifications

Project management fundamentals

Issued by ExecOnline on March 01, 2023

Certified BSA/AML Professional (CCBCO)

Issued by Mastercard Transaction Services on January 10, 2023

Project Management Support Certificate

Issued by Coursera on October 10, 2022

View Credential

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