Angeomaine Aguilar

Angeomaine Penafiel P. Aguilar BL6, LT3 Casimiro Townhomes Phase 2, Pulang Lupa, Las pinas City-- OBJECTIVE • To be place in a work where i can contribute my knowledge, skills, talent, crea8vity, and workmanship. Even under pressure to be come produc8ve and gain mutually, for me and to my employer. SUMMARY • I am passionate about delivering excellent service, op8mizing workflows, and con8nuously learning to improve both customer and team experiences. I am currently seeking opportuni8es to contribute my skills to a dynamic organiza8on where I can grow and make a meaningful impact. EDUCATIONAL • Lyceum of the Philippines (Manila) BS Tourism Management • University of Perpetual Help (Las Piñas) BS Tourism Management SKILLS • Customer Experience • Staff Training and Mentorship • Strategic Planning and Review • Peer Rela8onship • Quality Assurance WORK EXPERIENCE • BC Game (Gaming - Cryptocurrency) CSR Team Leader July 2023 - Up to present Led a team of CSRs to deliver top-8er player support, op8mize workflows, and improve KPIs like CSAT and FCR. Managed escala8ons, enforced gaming policies, and collaborated with teams to enhance user experience. Conducted training, QA assessments, and process improvements to boost efficiency. • Simply Bi Tech INC. (The Peak tower Maka8) CSR Supervisor June 2022 - December 2022 Supervised a team of CSRs, ensuring high-quality support and achieving key performance metrics. Managed escala8ons, conducted training, and implemented process improvements to enhance efficiency, customer sa8sfac8on, and first-contact resolu8on. Collaborated with crossfunc8onal teams to op8mize service strategies and drive opera8onal success. • Oriental Corp ( W-Bridges Manpower Corp) Marke8ng CSR Supervisor January 2021 - May 2022 Led a team of CSRs, suppor8ng marke8ng ini8a8ves through customer engagement, campaign execu8on, and service op8miza8on. Managed escala8ons, ensured brand-aligned communica8on, and implemented process improvements to enhance customer sa8sfac8on, reten8on, and marke8ng effec8veness. • Techno Specialist Inc. ( Aseana One) Payment Specialist / Encoder October 2019 - August 2020 Processed and encoded financial transac8ons with accuracy, reconciled payments, and resolved disputes while ensuring compliance with AML and financial security policies. Monitored transac8ons for fraud preven8on, assisted customers with payment inquiries, and op8mized processes to enhance efficiency and security. Angeomaine Penafiel P. Aguilar