Karl Benedict Angala

KARL BENEDICT S. ANGALA 44 Emerald St. Palmera 2 Taytay, Rizal, Philippines--• • • Detail-oriented individual with more than 4 years expertise in customer service, data analysis, creating solutions, and presenting data for business development. Recognized by the organization for analytical prowess and mentoring skill. Focused and determined in pursuing goals and targets in the most efficient and effective way. PROFESSIONAL SKILLS Social Media and Reputation Management Clearly understands the significance of maintaining a high reputation on E-Commerce brands that we are representing, while providing support to the team in order to improve our engagement with our potential customers. Customer Service Proficient in providing a positive customer experience through email, chat, and social media platforms through various E-Commerce brands. Training and Mentoring 1 year experience as a Team Lead candidate in supporting email, chat, and social media moderator teams of 15 advisors. Developed training materials for new products, processes/workflows and up-skilling advisors in order to improve their customer handling capacity. Provided mentorship to over 250 trainees during the training period. Data Gathering, Cleaning, Analysis and Solutions Design Adept at acquiring data (e.g. extraction of historical data), data cleaning, analysis (trends, patterns and problems identification), and creating the most apt solution (considering cost-benefit analysis, time constraints, alternatives generation) for the business proposal. Process Improvement Worked on multiple workflows (anti-fraud cases, customer security verification, customer troubleshooting, refunds) with the goal of improving the customer journey experience WORK HISTORY Seasonal Quality Assurance Analyst for Reputation Management Balsam Brands, 2020 - 2021 Seasonal Email Support Representative Trafilea, February - May 2020 Seasonal Customer Loyalty Specialist for Reputation Management Balsam Brands, 2019 - 2020 Subject Matter Expert – Customer Support (Spotify) Concentrix Philippines, 2016 - 2019 Freelance Web Developer 2014 – 2015 Marketing Consultant Filtrepreneur Franchise Inc., 2012 - 2013 Account Manager Fil-Estate Realty Sales Associates, Inc. 2011 - 2012 EDUCATIONAL BACKGROUND Bachelor of Science in Information Technology AMA Computer University, 2007 – 2012 San Benildo Integrated School De La Salle Supervised 2002 – 2006