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.
Makati City, Metro Manila, Philippines
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
Pasay, Metro Manila, Philippines
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
Aina Maidelyne Martinez