ANGELICA JOY AUSTERO

• THREAT & SAFETY OPERATIONS – Monitored high-volume livestreams and POIs to enforce compliance and mitigate risks to corporate assets and platform integrity.
• GEOPOLITICAL INTELLIGENCE – Researched global escalations and regional conflicts to provide actionable alerts on potential platform threats.
• DATA CLASSIFICATION – Critiqued and categorized complex materials by intensity to improve the precision of intelligence reporting.
• PROACTIVE THREAT DETECTION – Identified mass violence and graphic content trends to notify clients prior to viral migration and harmful exposure.
• STRATEGIC REPORTING – Authored weekly and monthly intelligence briefs on global protests, violent footage, and emerging political trends.
• LIVE CRISIS MODERATION – Conducted real-time analysis and moderation of ongoing political tensions to prevent the spread of violative content.
• RED TEAMING – Stress-tested platform vulnerabilities to identify gaps in policy enforcement and automated detection systems.
• OPERATIONAL ADAPTABILITY – Managed multiple LOBs under BAU conditions, maintaining mastery of diverse alerting systems and intelligence framework

• OMNICHANNEL SUPPORT – Provided high-level assistance via chat, phone, and email to resolve complex client inquiries.
• FINANCIAL EXPERTISE – Resolved technical inquiries regarding blockchain, Forex, cryptocurrency, equities, and copy trading.
• ACCOUNT MANAGEMENT – Mastered three distinct account functionalities independently, demonstrating rapid proficiency with minimal supervision.
• HIGH-VOLUME OPERATIONS – Executed 80–200 outbound calls daily, consistently exceeding performance quotas and follow-up targets.
• TECHNICAL CORRESPONDENCE – Drafted targeted emails delivering complex technical data and financial information to a diverse client base.
• DATA & REPORTING – Managed EOD reporting and data tracking via Google Sheets and Excel to ensure operational transparency.
• QUALITY ASSURANCE – Conducted seasonal audits of calls, chats, and emails to maintain high service and compliance standards.

• INSTRUCTIONAL LEADERSHIP – Delivered comprehensive curricula and high-impact presentations for 4-5 classes over a five-month period.
• DATA & CONTENT ANALYSIS – Synthesized complex texts and academic articles to enrich curriculum and student dissemination.
• STAKEHOLDER COORDINATION – Liaised between students, faculty, and department heads to ensure operational alignment and communication.
• ENGAGEMENT STRATEGY – Implemented advanced techniques to maintain high student participation during critical discussions.
• VIRTUAL OPERATIONS – Managed end-to-end technical logistics and troubleshooting for Zoom, Microsoft Teams, and Google Meet.
• DIGITAL FACILITATION – Directed real-time virtual tasks, including chat moderation and Q&A management for high-stakes sessions.
• INFORMATION SECURITY – Executed security protocols and encryption to safeguard sensitive data during virtual meetings.
• DOCUMENTATION & COMPLIANCE – Maintained meticulous meeting records, transcriptions, and archives for audit and follow-up.

✔ Top Customer Service Representative out of 50 representatives for 3 consecutive months (August,

September, October, November 2022)

✔ Q3 Top Customer Service Representative out of 50 representatives (2022)

✔ Top Agent in our Campaign out of 130 representatives for the month of November 2022

• FINANCIAL OPERATIONS SUPPORT – Resolved complex inquiries regarding corporate banking and business accounts through high-level chat and telephonic support, delivering high-efficiency resolutions.
• CUSTOMER SUCCESS & ADVOCACY – Prioritized client satisfaction by delivering tailored service solutions and maintaining excellence in brand-to-client relations.
• TECHNICAL TROUBLESHOOTING – Provided specialized diagnostic support for account errors and system-wide technical glitches to minimize operational downtime for business clients.
• REVENUE & SYSTEMS OPTIMIZATION – Influenced business growth by offering terminal upgrades, enabling clients to achieve superior sales navigation and streamlined transaction workflows.
• MULTITASKING & DATA NAVIGATION – Managed simultaneous omnichannel interactions (chat, phone, email) while navigating complex, multi-screen database environments and proprietary tools.
• ADMINISTRATIVE LEADERSHIP – Orchestrated team productivity tracking, managed departmental updates, and recorded executive meeting minutes to ensure organizational alignment.
• ESCALATION MANAGEMENT – Served as a specialized point of contact for high-priority escalations, resolving critical service issues during scheduled seasonal periods.
• MENTORSHIP & ONBOARDING – Facilitated professional development for new hires through scheduled offline assistance, providing peer-to-peer coaching and operational guidance.