Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Awards
Training
Generic
Aina Maidelyne Martinez

Aina Maidelyne Martinez

Makati City

Summary

Customer Experience Governance Officer with 6 years of banking experience, specializing in Financial Consumer Protection, regulatory compliance, and service improvement. Skilled in data analysis, complaint resolution, and process implementation, with a strong focus on BSP compliance. Led enterprise-wide FCP and fraud awareness training to strengthen organizational capability. Adaptable and committed to driving value in a forward-thinking financial institution.

Overview

7
7
years of professional experience

Work History

Client Experience Center – Governance Officer

Bank of the Philippine Islands, Inc.
07.2019 - Current
  • Collaborates with cross-functional units to review and update customer assistance policies, guidelines, and mechanisms, ensuring conformity with consumer protection standards
  • Manages the end-to-end complaints data, including Salesforce extraction, review, and analysis for internal and external reporting.
  • Prepares and present comprehensive reports (e.g., Monthly Complaints KRI, ExCom, Sustainability, BCCR) to senior management and regulatory bodies (BSP)
  • Provides guidance and inputs to business units on customer protection awareness programs and materials across various channels.
  • Develops and conducts FCP training & Fraud Awareness for Unibankers and Third-Party Service Providers through classroom sessions, virtual setups, huddles, and health checks to enhance customer service capabilities.
  • Facilitates conference calls and meetings with various team members and business partners for work assignments.
  • Review and consolidation of the complaints and transaction count of the Business Units with corresponding action plans for the top complaints, root causes
  • Implemented robust record-keeping systems that ensured accurate documentation was maintained according to regulatory requirements at all times.
  • Served as a point of contact for employees seeking guidance on compliance matters, instilling confidence in the organization''s commitment to regulatory adherence.

Sales and Marketing Intern

D.M. Wenceslao Group
01.2019 - 04.2019
  • Demonstrated willingness and interest in learning new tasks and skills.
  • Conducted market research to identify potential clients and developed tailored sales strategies.
  • Enhanced overall efficiency by optimizing internal processes related to sales documentation management.
  • Responded to general inquiries from members, staff and clients via mail.
  • Supported sales and marketing teams in creation and implementation of marketing campaigns.
  • Assisted with groundbreaking planning and execution, showcasing company services to a wider audience for increased exposure.

Education

Bachelor of Science - Marketing

University of Perpetual Help System Dalta
Las Pinas, Metro Manila, Philippines
05-2019

Skills

  • Customer Management & Relations
  • Collaboration & Teamwork
  • Technical & Strategic Thinking
  • Report Storytelling and Visualization
  • Communication Skills
  • Administrative Management
  • Salesforce Management
  • Database Management
  • Training Support
  • Adaptability and flexibility
  • Training management

Accomplishments

  • Spearheaded the successful migration of the complaints database to Salesforce, transitioning 2,056 service requests for improved efficiency and tracking
  • Recognized as Unibanker of the Year – Staff Category for exceptional performance and commitment.
  • Received the Malasakit Award under the Customer & Marketing Group for outstanding dedication to customer service.
  • Awarded Best in Thesis – Business Category at the 11th Research Congress for excellence in research and presentation.
  • Earned the Proficiency Award for Outstanding Thesis, recognizing academic excellence and research quality.
  • Achieved 100% completion rate in delivering Customer Assistance Officer and Fraud Awareness training programs across the organization.


Timeline

Client Experience Center – Governance Officer

Bank of the Philippine Islands, Inc.
07.2019 - Current

Sales and Marketing Intern

D.M. Wenceslao Group
01.2019 - 04.2019

Bachelor of Science - Marketing

University of Perpetual Help System Dalta

Awards

Malasakit Award (Enterprise wide - Customer & Marketing Group), Unibanker of the Year - Staff Category (Finalist)

Training

  • Effective Problem-Solving and Decision-Making
  • Design Thinking for Innovation
  • Code of Business Conduct
  • Financial Consumer Protection Program

Similar Profiles

CREATE PROFILE
Aina Maidelyne Martinez