Angelou L. Vasquez
StudentBSIT 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 - (2 years and 1 month)
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