Angeline M.
Mid-Level Business Process Analyst
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Angeline M. is a skilled Senior Analyst in Global Operational Excellence, most recently serving at TTEC Philippines from March 2025 to May 2026. She has demonstrated expertise in project management, notably implementing automation solutions across TTEC programs. Her responsibilities included developing comprehensive reports such as the weekly CPI summary and monthly Deployment and Compliance Scorecard Summary, focusing on client performance indicators and program compliance. Prior to this role, Angeline worked as a Customer Advocacy Generalist 1 at Dexcom Philippines, where she carried out quality reviews of product complaints and was involved in Lean Six Sigma methodologies. Her proficiency extends to roles in customer service and quality analysis within the BPO industry, having served at Tata Consultancy Services and HCL Technologies MNL. She began her career in customer support at Aegis PeopleSupport Inc., progressively advancing to roles with heightened responsibilities and managerial oversight, including acting as a Team Lead overseeing billing transactions and performance management. Angeline holds a Bachelor of Science in Hotel and Restaurant Management from Laguna State Polytechnic University.
Experience
Senior Analyst (Global Operational Excellence)
TTEC Philippines · 2025 — 2026Conducted the Red Audit project and collaborated on the creation of the billability report. Acted as Project Manager for implementing Automation Solutions within TTEC programs. Scoped program details, coordinated meetings, analyzed program needs, and documented meeting minutes. Compiled weekly CPI (Client Performance Indicator) summary review reports to identify programs needing support. Prepared monthly Deployment and Compliance Scorecard Summary reports consisting of Coaching Action Plans, Training and Learning, Client Performance Indicators, Business Review Logs, and Required Courses.Customer Advocacy Generalist 1
Dexcom Philippines · 2020 — 2025Facilitated uniform and timely quality reviews of product complaint records. Achieved certification in NCTs and Lean Six Sigma White Belt (December 2021). Oversaw NCTs and audit facilitation while maintaining accurate records and scoring for all KPIs.BPO2 Representative (Inbound/ Customer Service)
Tata Consultancy Services · 2018 — 2020Managed inbound calls from customers seeking assistance with home loans, processed mortgage payments, and provided account support. Ensured cross-training in early collections and chat support.Sr. Quality Analyst (Outbound/ Back office)
HCL Technologies MNL · 2018 — 2018Supervised two QAs by designating responsibilities related to reports, process updates, and targets. Provided feedback and coaching, attended client meetings, and reported updates to the QA and Operations Managers while fulfilling additional assigned duties.Quality Analyst (Outbound/ Back office)
HCL Technologies MNL · 2016 — 2018Audited processed orders based on monthly sample requirements categorized into SLA, Non-SLA, Leadership audits, and MIP. Produced EOD and monthly reports with raw data on audits and attended calibration sessions with onshore QAs. Analyzed newly implemented processes and provided quality feedback to agents.Sr. Customer Service Executive (Outbound/ Back office)
HCL Technologies MNL · 2015 — 2016Handled orders related to Durable Medical Equipment (DME) from physicians, performed insurance verification, and communicated order statuses to patients and physicians. Processed escalated orders and managed related notifications.Team Lead (Back Office)
Aegis PeopleSupport Inc. · 2012 — 2015Led a team of 15 agents focusing on billing transactions, allocated files for processing, and consolidated reporting files for management and client reviews. Conducted weekly meetings with management, provided coaching logs, and monitored agent performance through scorecards while facilitating employee engagement activities.Subject Matter Expert (SME - Back Office)
Aegis PeopleSupport Inc. · 2012 — 2012Analyzed Standard Operating Procedures (SOPs) for new lines of business to assist in training agents. Provided floor support and conducted audits to ensure process quality while managing calibration sessions for auditor alignment.eRep (Back Office)
Aegis PeopleSupport Inc. · 2011 — 2012Processed various transactions within the assigned line of business and pursued additional training for more challenging processes.eRep
Aegis PeopleSupport Inc. · 2011 — 2011Handled inbound and outbound calls for Medical Accounts, including activating cards for customers and verifying doctor information.
Skills & Expertise
Education
- Bachelor of Science in Hotel and Restaurant ManagementLaguna State Polytechnic University · 2006 — 2010
- Diploma in Hotel and Restaurant ManagementLaguna State Polytechnic University · — — 2008
- SecondarySan Pablo Colleges · 2001 — 2005
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