Angelo E.
Mid-Level Customer Service and Technical Support Analyst
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Angelo E. is a dedicated Service Analyst currently working at Citigroup Business Process Solution Pte Ltd. With a focus on Financial Account Management, Angelo expertly handles complex credit card and savings account inquiries, offering detailed explanations of billing cycles and interest rates. His role also includes Fraud Mitigation & Risk Detection, contributing significantly to securing client assets by identifying unauthorized activities. Angelo has a strong background in customer service and technical support gained through previous roles at Eperformax Contact Center and The Results Companies, where he honed his skills in Technical Troubleshooting & Problem Resolution and managing customer relationships. At Fineco Management Corp., Angelo excelled as a Promo Specialist, driving team productivity by implementing strategic process improvements and quality assurance measures. Angelo's expertise in cross-functional collaboration ensures efficient handling of high-priority client concerns, enhancing both operational efficiency and customer satisfaction.
Experience
Service Analyst
Citigroup Business Process Solution Pte Ltd. · 2022 — 2026Navigated complex inquiries related to credit cards and savings accounts, explaining billing cycles, interest rates, and transaction histories to clients. Identified and reported unauthorized activities and scams to mitigate fraud, ensuring client asset protection. Coordinated with specialized departments to resolve high-priority client concerns with technical precision. Managed conflicts by maintaining professionalism in high-stress situations, resolving disputes while upholding corporate reputation. Diagnosed the causes of recurring service complaints to implement long-term solutions, thereby decreasing repeat inquiries. Handled high-volume call queues efficiently, consistently meeting targets for wait times and maintaining a personal touch. Served as a crucial contact for escalated issues, negotiating resolutions that aligned customer satisfaction with company policies.Teammate (Customer Service and Technical Support Representative)
Eperformax Contact Center and BPO · 2021 — 2022Specialized in diagnosing hardware and software issues, simplifying technical details for customer understanding. Utilized emotional intelligence for relationship management, turning negative experiences into positive outcomes that enhanced customer satisfaction. Handled high-pressure situations with professionalism to de-escalate conflicts effectively. Maintained operational efficiency in managing call traffic, surpassing targets for Average Handle Time while ensuring accuracy in information delivery. Acted as a filter for complex service issues, resolving most independently and briefing leadership on critical matters. Employed advanced questioning techniques to assess customer needs, offering tailored guidance to minimize follow-ups. Collaborated with supervisors to identify and address recurring technical issues, contributing to improved knowledge base.Results Associate (Customer Service and Technical Support Representative)
The Results Companies · 2018 — 2021Delivered high-quality technical and account support meeting key performance metrics in a rapid environment. Managed sensitive customer disputes with empathy and professionalism, turning challenges into opportunities for loyalty. Diagnosed and resolved intricate product issues by recognizing underlying technical factors, minimizing repetitive support requests. Effectively maintained call throughput while ensuring minimal wait times through superior time management. Managed Tier 2 escalations, providing documentation to supervisors while independently resolving a majority of standard issues. Improved customer satisfaction by providing accurate technical information and clear instructions on account features. Gathered customer feedback on recurring technical problems to contribute to product and process advancement.Promo Specialist (Team Leader)
Fineco Management Corp. · 2015 — 2017Monitored team performance metrics to provide constructive feedback, improving productivity and adherence to quality standards. Led brainstorming sessions to identify and resolve operational bottlenecks, enhancing overall campaign effectiveness. Conducted audits to ensure compliance with corporate procedures and regulatory requirements, maintaining service integrity. Established measurable performance expectations, tracking progress with data-driven insights to facilitate corrective coaching. Fostered a high-performance culture through mentorship, open communication, and conflict resolution among team members. Synthesized team data into reports for management, highlighting successes and recommending strategies for future promotions.
Skills & Expertise
Education
- High SchoolBagong Silangan High School · 2007 — 2015
- Elementary SchoolBagong Silangan Elementary School · 2001 — 2006