Dexter Molina
Angeles City ,Philippines
Summary
Professional with over 10 years of experience in retail banking, specializing in customer care and complaint resolution. Proven track record of managing high-risk cases with clarity and composure, while balancing customer advocacy with compliance. Currently contributing to Wio Bank's growth by identifying process inefficiencies and enhancing customer journeys in a digital banking environment. Committed to continuous improvement and delivering exceptional customer service in fast-paced settings.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Care Analyst
Wio Bank
Abu Dhabi Emirate
01.2024 - Current
- Used excellent and efficient problem-solving skills to address and resolve complex customer issues.
Customer Service Officer
Abu Dhabi Commercial Bank
Abu Dhabi Emirate
04.2016 - 01.2024
Operations Shift Manager
Shakey's Philippines (International Family Food Services, Inc.)
Dau mabalacat
03.2015 - 08.2015
Universal Customer Service
HughesNet
Angeles, Central Luzon
05.2013 - 03.2015
Sales and Marketing Manager
Jollibee Group of Companies
Marquee Mall
04.2011 - 05.2013
Education
Master of Business Administration - MBA - Professional
ARAB INSTITUTE FOR ACCOUNTANTS AND LEGALS
Abu Dhabi2021
Master's degree - Finance and Management
International Business Management Institute (IBMI)
2021
Bachelor of Science - HRM, Hotel and Restaurant Management
Angeles Systems Plus Computer College
2011
Skills
- Complaint Management
- Customer relationship management
- Product knowledge
- Team collaboration
- Live chat support
- E-Commerce platform familiarity
Languages
English
Upper Intermediate
B2
Software Knowledge
- ThinkOwl
- Freshdesk
- Freshworks
- Siebel CRM
- Moody Passfort
- UAEFTS
- ICCS
- WSI
- PayHub
- Canva
- Capcut
- GPI Services
- CITIBANK payment link
- SCB payment link
Customer Experience Analyst
Customer Experience
AS
Customer Experience Analyst
Accomplishments
- Improved customer reviews by successfully handling customer complaints and helping staff training to ensure replication of my turbo approaches for 5 Star Customer Satisfactory Surveys.
Certification
- Economic and International Business
- Human Resource Management
- Finance and Accounting
- Master in Social Media, Google and Facebook Ads
- Marketing and Communication
Hobbies and interests
I love playing badminton, photography, video editing for social media and creating article write up during my free time.
Websites, Portfolios and Profiles
www.linkedin.com/in/dexter-ymolina-a7494793
Timeline
Customer Care Analyst
Wio Bank
01.2024 - Current
Customer Service Officer
Abu Dhabi Commercial Bank
04.2016 - 01.2024
Operations Shift Manager
Shakey's Philippines (International Family Food Services, Inc.)
03.2015 - 08.2015
Universal Customer Service
HughesNet
05.2013 - 03.2015
Sales and Marketing Manager
Jollibee Group of Companies
04.2011 - 05.2013
Master of Business Administration - MBA - Professional
ARAB INSTITUTE FOR ACCOUNTANTS AND LEGALS
Master's degree - Finance and Management
International Business Management Institute (IBMI)
Bachelor of Science - HRM, Hotel and Restaurant Management
Angeles Systems Plus Computer College