Ancheta, Lanie Martinez

Lanie M. Ancheta --25-23 Fiesta Dau, Mabalacat City EDUCATION Philippine Christian University Master in Business Administration 2024 - Present Surigao Del Sur State University Bachelor of Arts in English Language 2012 - 2016 Paranaque National High School High School 2006 - 2010 Malinao Elementary School Elementary 2000 - 2006 SKILLS Active Listening Attention to Detail Adaptability Creativity Decision - Making Effective Communication Emotional Intelligence Leadership LANGUAGE SKILLS English Tagalog Bisaya (Tandag) SUMMARY Disciplined and customer-focused professional with experience in BPO operations, strengthened by a background in Military-affiliated Communications and Administration. Brings strong values of integrity, accountability, teamwork, and respect, with proven ability to handle high-volume client interactions, follow protocols, and deliver consistent service quality in fast-paced environments. WORK EXPERIENCE 7th Infantry Division, Philippine Army (Dec 2022 - Dec 2025) 2nd Lieutenant Officer Deputy Chief, Division Public Affairs Office Admin Officer, Division Public Affairs Office Local News Anchor, Kaugnay Virtual TV Assistant Director, Kaugnay Virtual TV Master of Ceremonies / Event Host Tactical (Training) Officer Tata Consultancy Services (Jan 2020 – Oct 2021) Customer Care - Senior Agent/ BPO 2 (AGL – Australia) Provided customer support for AGL covering electricity connections, hot water, and gas services Assisted customers with account setup, billing inquiries, and service transfers Generated solar and energy service leads through consultative customer interactions Used CRM systems to document cases and ensure timely resolution IQOR PH (May 2018 – Dec 2019) Customer Care - Senior Agent (Bell Canada) Managed telco accounts for Bell Canada, handling billing, account concerns, and service inquiries Generated leads and performed sales through effective communication and needs assessment Balanced collections, customer retention, and service quality in a target-driven environment SUTHERLAND Global Services (July 2017 - Dec 2017) Customer Care - Agent (AT&T / DirecTV) Handled billing inquiries, technical concerns, and account management for AT&T and DirecTV customers Performed inbound sales by recommending service upgrades and add-ons based on customer needs Maintained strong customer satisfaction while meeting sales and performance targets Lanie M. Ancheta AWARDS AND COMMENDATIONS Gawad Sa Kaunlaran Medal Military Merit Medals Military Commendation Medals Parangal sa Kapanalig ng Sandatahang Lakas ng Pilipinas Medal AFP ROTC Cadet of the Year 2015 Philippine Army, AFP Academic Excellence Award Leadership Award Best Practicum Award Special Talent award Surigao del Sur State University April 2016 REFERENCES LTC ROGELIO A DUMBRIGUE JR (OS) PA Chief, Division Public Affairs Office 7th Infantry Division, Phil Army-PFC Amele Amor Alcantara (Inf) PA Asst Director/ Writer/ Broadcaster 7th Infantry Division, Phil Army --Manilyn O. Sales Licensed Realtor, Ayala Land Ayala Group -- WORK EXPERIENCE TELEPERFORMANCE (Nov 2016 - May 2017) Customer Care Associate (Travel Account – Expedia / CheapTickets) Managed end-to-end travel bookings including flights, hotels, and activity packages for international clients Assisted customers with itinerary changes, cancellations, and travel concerns in a fast-paced environment Delivered high-quality customer service while ensuring accuracy in reservations and transactions PROFESSIONAL DEVELOPMENT 7th Infantry Division, Philippine Army August 2025 Public Affairs Certification Program Civil Affairs Certification Program Community Support Program (CSP) White Area Operations Fort Ramon Masaysay, Palayan City, Nueva Ecija Tata Consultancy Services April 2021 Occupational Health and Safety Entec2, Newpoint Mall, Angeles City IQOR PH (RMS Collect) May 2018 Cybersecurity Training (online) SM Clark Tech Hub 2, Angeles City Philippine Army June - Oct 2016 Probationary Officer Training Course Environmental Protection Training Disaster Rescue & Relief Operations Training Camp Riego de Dios, Trece Martirez, Cavite Philippine Army June 2012 - April 2015 ROTC Basic & Advance Training Course Tandag City, Surigao del Sur