Angelica Ivanna Dy
Tupi, Province Of South Cotabato
Summary
Dynamic and results-driven professional with extensive experience at BPO, excelling in customer service excellence and performance tracking. Proven track record in leading teams to exceed targets, enhancing service quality, and implementing effective training programs. Adept at multitasking and maintaining composure under pressure, driving significant improvements in team performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Chat Support Representative - Team Leader
Netspot BPO
09.2025 - Current
- Provided timely and accurate responses to customer inquiries via chat platform.
- Resolved complex customer issues through effective problem-solving techniques.
- Collaborated with team members to enhance support processes and improve service quality.
- Mentored new employees on chat protocols and best practices for customer interaction.
Quality Assurance Analyst
Virtual Staffing Solutions
09.2024 - 08.2025
- Implemented automated testing procedures, increasing efficiency in the QA process.
- Reported progress, test metrics and results to project stakeholders.
- Led root cause analysis sessions to address recurring issues and improve product performance.
- Mentored and coached team members on QA topics and strategies.
Subject Matter Expert
Teleperfomance
03.2023 - 08.2024
- Facilitated knowledge-sharing sessions to enhance team expertise in emerging technologies and methodologies.
- Mentored junior team members, contributing to their professional growth and development.
Sales Team Leader
HB Virtual
11.2022 - 02.2023
- Led sales team to exceed quarterly targets through strategic planning and performance management.
- Developed training programs to enhance team skills and improve overall sales effectiveness.
- Mentored junior sales staff, fostering professional growth and improving team performance metrics.
- Established key performance indicators (KPIs) to monitor team progress and drive accountability in sales activities.
Inbound Sales Representative
Netspot BPO
06.2022 - 10.2022
- Delivered tailored solutions to enhance customer satisfaction and drive sales growth.
- Managed inbound inquiries, ensuring prompt response and follow-up on leads.
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
Email and Chat Support Team Leader
Ideas Unlimited
11.2020 - 12.2021
- Led support team to improve customer satisfaction and response times.
- Developed training programs for new support staff, enhancing team performance.
- Analyzed support metrics to identify trends and optimize service strategies.
- Coordinated cross-functional efforts to resolve complex customer issues efficiently.
Sales Representative Team Leader
WhizFX BPO
05.2020 - 10.2020
- Led team to achieve quarterly sales targets through effective coaching and performance monitoring.
- Developed and implemented training programs to enhance product knowledge among team members.
- Analyzed customer feedback to identify areas for improvement in sales strategies.
Sales Representative (Rewards 21)
SixEleven Global Services And Solutions
01.2020 - 04.2020
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
Administrative Assistant IV
Department Of Public Works And Highways
02.2012 - 12.2019
- Managed office communications, ensuring timely responses and efficient information flow.
- Coordinated scheduling for department meetings, optimizing resource allocation and participant availability.
- Maintained accurate records of project documentation, enhancing retrieval efficiency and compliance standards.
- Streamlined administrative processes, resulting in improved workflow and reduced turnaround times for requests.
Education
Bachelor of Science - Information Technology
Marvelous College of Technology
Koronadal, Province Of South Cotabato, Philippines03-2015
Bachelor of Arts - Psychology
Notre Dame of Dadiangas University
General Santos, Province Of South Cotabato, Philippines03-2012
Skills
- Performance tracking
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Multitasking
- Calm and professional under pressure
- Customer service excellence
- Leadership
- Goal setting
- Quality control
- Adaptability
Certification
Civil Service Passer
Six Sigma (White Belt) Passer
Training and Quality Seminar Completion
Leadership and Development Passer
Timeline
Chat Support Representative - Team Leader
Netspot BPO
09.2025 - Current
Quality Assurance Analyst
Virtual Staffing Solutions
09.2024 - 08.2025
Subject Matter Expert
Teleperfomance
03.2023 - 08.2024
Sales Team Leader
HB Virtual
11.2022 - 02.2023
Inbound Sales Representative
Netspot BPO
06.2022 - 10.2022
Email and Chat Support Team Leader
Ideas Unlimited
11.2020 - 12.2021
Sales Representative Team Leader
WhizFX BPO
05.2020 - 10.2020
Sales Representative (Rewards 21)
SixEleven Global Services And Solutions
01.2020 - 04.2020
Administrative Assistant IV
Department Of Public Works And Highways
02.2012 - 12.2019
Bachelor of Science - Information Technology
Marvelous College of Technology
Bachelor of Arts - Psychology
Notre Dame of Dadiangas University