ANGELITO M ZACARIAS JR
SUMMARY
Dedicated and results-driven banking and customer-service professional with over 9 years of
experience in financial institutions. Highly skilled in client relationship management, conflict
resolution, and delivering exceptional service quality. Known for consistently exceeding
performance targets and fostering customer satisfaction through clear communication, reliability,
and problem-solving.
WORK EXPERIENCE
Associate Digital Support Officer, UnionBank of the Philippines
Sep 2022 - Aug 2025
Served as Officer-in-Charge and main liaison for premium Gold & Platinum clients via email
and digital platforms
Resolved complex client issues with a customer-centric approach and professionalism
Coordinated with internal teams to ensure prompt and seamless service delivery
Streamlined internal workflows to improve team efficiency and service quality
Customer Service Officer, BDO Unibank
July 2018 - Aug 2022
Resolved customer inquiries and complaints via phone and email with a
customer‑satisfaction focus, while maintaining strict banking security and compliance
standards.
Collaborated with internal teams on fraud‑prevention and process improvements to
safeguard accounts and streamline operations.
Served as escalation point for critical account issues — ensuring timely, secure, and
satisfactory resolutions for customers.
Service Delivery Specialist/Assistant Team Lead, Teletech
May 2016 - June 2018
Supported agents by handling escalated/supervisor-level customer issues, providing onthe-floor coaching, and implementing process updates to improve workflow.
Monitored and mentored team performance in real time, boosting overall KPIs and
enhancing service quality.
EDUCATION
June 2012 - April 2016
Bachelor of Science in Business Administration
Major in Human Resource Development Management
ADDITIONAL INFORMATION
Skills: Customer Experience & Customer-Centric Service, Conflict Resolution & Complaint
Handling, Digital Banking Support & Online Account Support, CRM Tools & MS Office
Proficiency, Effective Communication & Active Listening, Adaptability, Team Collaboration &
Organizational Skills, Time Management & Prioritization
Awards: Recognized as Top Performer for two consecutive years at BDO and as Top
Performer in Credit Card & CASA Training at UnionBank. Rapidly promoted to Assistant
Team Leader at TeleTech within just eight months — while also earning the company’s Top
Performer Agent (CSR 2) distinction for consistently delivering standout customer service
and operational performance.
