Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
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AUGUSTINE ANGELES

AUGUSTINE ANGELES

Caloocan

Summary

I am an individual who constantly seeks new challenges that will develop my character and skills from working in a top-notch company.

Professional with strong background in leadership and team management. Proven track record in driving results and ensuring team collaboration. Skilled in strategic planning, problem-solving, and adapting to dynamic environments. Known for reliability, effective communication, and delivering high-quality outcomes.

Overview

10
10
years of professional experience

Work History

Assistant Manager for Operations - Disputes and Chargeback

HSBC Electronic Data Philippines Inc.
08.2023 - Current
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Implemented streamlined dispute management processes that reduced chargeback processing errors.
  • Enhanced team productivity by streamlining operational processes.

Dispute Analyst

HSBC Electronic Data Philippines Inc.
06.2020 - 08.2022
  • Analyzes point-of-error and cardholder dispute cases.
  • Coordinates with various stakeholders to determine the correct reason code to process chargebacks as per MasterCard guidelines.
  • Ensures that the US Regulations are met when processing claims.
  • Placing outbound calls to cover all bases to assist clients.
  • Generates and consolidates credit reports to be issued to the clients' accounts.
  • Reconciles account and ledger movements (debit and credit).
  • Coordinates with the Fraud Detection and Fraud Investigation Team to ensure that the clients' accounts are not compromised.
  • Maintains and exceeds quality quota in all dispute cases.
  • Trains new FTEs and Backfills, including GSC Mexico.
  • Entrusted to be an Interim Assistant Manager for Operations.
  • Analyzes data if the team is hitting the PLA and implements controls if need be.
  • Prepares, presents, deck during Governance Meetings.
  • Contacts Business Partner’s POC for any changes and update.
  • Engages in activities spearheaded by GSC Manila and disseminates any changes to the team if need be.

Junior Associate Manager In-house sales

RCBC Bankard
08.2019 - 02.2020
  • Responsible in soliciting credit card applications from partner merchants of RCBC Bankard.
  • Handling JCB and RCCB Bankard collaboration events.
  • Selling and marketing of RCBC Bankard’s Credit Card products.

Sales Officer

Citibank N.A
10.2015 - 05.2017
  • Responsible in selling credit card add on products such as loans, balance transfer, card insurance, life insurance, etc... Thru telephone.
  • Performing different kinds of marketing and customer handling strategies while selling the product to ensure that the client will be satisfied and to ensure customer loyalty.

Education

BSBA - Operations Management

Far Eastern University

Skills

  • Conflict resolution
  • Customer service
  • Team leadership
  • Decision-making
  • Problem-solving
  • Time management
  • Customer relations
  • Staff training and development
  • Staff supervision
  • Task delegation
  • Workload management
  • Operations management

Accomplishments

  • Top Performer (HSBC Performance Review 2021)
  • 2021 H1 Top performer
  • Rookie of the Month (Citibank 2016)

References

  • Michelle Caoile, 09178631858, Citibank
  • Sergio Zapanta, 09178742959, RCBC Bankard
  • Daniel Trajano, 09190618407, HSBC Electronic Data Philippines Inc.

Timeline

Assistant Manager for Operations - Disputes and Chargeback

HSBC Electronic Data Philippines Inc.
08.2023 - Current

Dispute Analyst

HSBC Electronic Data Philippines Inc.
06.2020 - 08.2022

Junior Associate Manager In-house sales

RCBC Bankard
08.2019 - 02.2020

Sales Officer

Citibank N.A
10.2015 - 05.2017

BSBA - Operations Management

Far Eastern University

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AUGUSTINE ANGELES