Angelica Ivy Abigail Layson
Senior Process Executive
Cainta
Summary
Versatile and results-oriented professional with a diverse background in public administration, financial operations, and corporate leadership. Proven track record as a Barangay Secretary in managing complex legal documentation and community governance, complemented by technical expertise as an Accounting Staff member specializing in project-based job costing and full-cycle fiscal management. A seasoned leader in the BPO and tech sectors, having progressed from a Call Center Associate to an Account Supervisor and Senior Process Executive for a premier streaming platform. Expert in driving key performance indicators (KPIs), conducting quality audits, and providing strategic support to global content creators. Adept at navigating high-pressure environments, fostering stakeholder relationships, and implementing process improvements that ensure operational transparency, financial stability, and superior customer satisfaction.
Overview
11
11
years of professional experience
Work History
Senior Process Executive
Cognizant Technologies Solutions
Taguig
06.2025 - Current
- Strategic Creator Support: Provide expert guidance on channel optimization, monetization policies, and platform tools for a global creator portfolio.
- High-Volume Productivity: Resolve 50+ complex emails daily and manage 3 concurrent live chats while maintaining peak service standards.
- Operational Streamlining: Resolve technical and administrative friction to ensure a seamless experience within the creator ecosystem.
- Actionable Growth Strategy: Translate platform updates into growth advice to drive long-term creator engagement and compliance.
Account Supervisor
ResultsCx
Cainta
03.2023 - 04.2025
- Strategic KPI Management: Drive team optimization by monitoring and exceeding daily, weekly, and monthly performance targets through data-driven action plans. Earning multiple Top Supervisor honors at both the monthly and quarterly levels.
- Performance Coaching: Conduct targeted, one-on-one mentoring and root cause analysis to bridge skill gaps and empower team members to reach peak performance.
- Quality Assurance: Execute rigorous call audits and quality monitoring to ensure strict adherence to service standards and technical precision.
- Operational Analysis: Translate complex performance metrics into actionable insights to improve workflow efficiency and meet organizational goals.
- Leadership & Culture: Foster a high-performance team environment centered on empathetic service and consistent achievement of world-class customer service standards.
Call Center Associate
ResultsCX
Cainta
11.2020 - 02.2023
- Financial & Billing Management: Managed 30–40 high-complexity calls daily, specializing in resolving intricate billing disputes and securing real-time payments with 100% technical accuracy.
- Strategic Retention: Leveraged advanced negotiation and problem-solving skills to address customer grievances, effectively preventing churn and increasing long-term brand loyalty.
- Sales Conversion: Actively identified growth opportunities during support interactions to pitch relevant products, successfully converting service calls into revenue-generating sales.
- Customer Experience: Delivered a personalized, empathetic service approach that consistently drove elevated Customer Satisfaction (CSAT) scores and exceeded performance benchmarks.
- Award-Winning Performance: Recognized as the Top Agent on both a monthly and quarterly basis for exceptional productivity, sales achievement, and service quality.
Accounting Staff Member
MV Samera Enterprises
Taytay
12.2017 - 07.2020
- Manage the end-to-end financial cycle for a specialized woodworking firm, overseeing everything from raw material procurement to final client invoicing. I ensure fiscal precision by meticulously tracking timber and hardware costs against individual projects to maintain accurate job costing and project profitability. My role involves streamlining accounts payable and receivable, processing payroll for a skilled team of craftsmen, and performing rigorous bank reconciliations. By providing real-time financial reporting and active cash flow monitoring, I serve as a key partner in maintaining the company’s operational transparency and financial stability within a fast-paced manufacturing environment.
Office Secretary
Barangay Council of Nuro
Upi
06.2015 - 09.2017
- Serves as the chief administrative and records officer, ensuring the systematic management of the Registry of Barangay Inhabitants and the legal integrity of all legislative proceedings. Acts as the official clerk for the Barangay, responsible for drafting resolutions, recording session minutes, and upholding transparency through the public posting of ordinances in compliance with RA 7160. Functions as a strategic liaison between the local government and its residents by facilitating civil registration, issuing official certifications, and providing operational support to the Barangay Chairman for the successful execution of community programs and administrative mandates.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Education
Bachelor of Science - Accounting Technology
Southern Christian College
Midsayap, North Cotabato 04.2001 -
Skills
- Software: Microsoft Office Suite (Advanced Excel), Google Workspace, CRM Tools, and Accounting Software
- Soft Skills: Active Listening, Emotional Intelligence, Consultative Selling, and Multitasking in high-velocity environments
- Digital Content Advocacy: Expert in supporting content creators with channel optimization, monetization, and platform policy
- Revenue Recovery & Retention: Highly proficient in negotiating payments, resolving billing disputes, and preventing customer churn
- Conflict Resolution: Experienced in managing escalated grievances and maintaining high Customer Satisfaction (CSAT) scores
- Strategic Team Leadership: Proven ability to manage KPIs, conduct performance audits, and foster a high-performance culture
- Process Improvement: Skilled at identifying operational bottlenecks and implementing workflows to reduce turnaround time
- Payroll & Inventory Control: Experienced in managing compensation for skilled labor and tracking raw material stock
Timeline
Senior Process Executive
Cognizant Technologies Solutions
06.2025 - Current
Account Supervisor
ResultsCx
03.2023 - 04.2025
Call Center Associate
ResultsCX
11.2020 - 02.2023
Accounting Staff Member
MV Samera Enterprises
12.2017 - 07.2020
Office Secretary
Barangay Council of Nuro
06.2015 - 09.2017
Bachelor of Science - Accounting Technology
Southern Christian College
04.2001 -