Louie anthony Agrasada
Antipolo,Philippines
Summary
Strategic Customer Operations Leader with over 20 years of experience in financial services, telecommunications, e-commerce, and BPO. Skilled in managing UK and Australian campaigns, fraud management, billing operations, and customer experience transformation. Delivered significant improvements in service quality and operational efficiency while fostering employee development and stakeholder collaboration in fast-paced environments.
Overview
24
24
years of professional experience
Work History
Team Coach
Foundever
02.2020 - 06.2026
- Lead and manage a team of 17 agents, driving performance against SLAs, KPIs, and production goals
- Delivered real-time coaching, QA feedback, and performance improvement plans to enhance team capabilities
- Strengthened employee engagement through structured development and mentoring initiatives
- Improved operational efficiency by refining workflows and coaching on best practices, resulting in smoother operations
Team Manager – Intuit QuickBooks (Tier 2 & 3 Tech Support)
Concentrix
08.2019 - 01.2020
- Led technical support operations for high-level escalations to ensure prompt resolution
- Enhanced team performance through targeted training in technical and customer handling skills
- Optimised workload distribution by matching tasks to agent strengths, improving response times
Unit Manager – Card Services N.A.
Citi Bank Philippines
04.2019 - 07.2019
- Managed credit card servicing operations, focusing on efficient billing and effective dispute resolution
- Monitored compliance with financial regulations and enforced internal controls
Team Coach – Clearly.com.au
Microsourcing
10.2017 - 03.2019
- Led customer experience delivery for Australian and New Zealand optical retail operations
- Fostered high-performance culture aligned with client brand standards to enhance team engagement
- Handled escalations for orders, prescriptions, and service recovery to ensure customer satisfaction
Team Manager – Fraud Escalation (American Express)
Convergys Philippines
03.2017 - 10.2017
- Directed fraud escalation handling, implementing risk mitigation strategies to protect assets
- Ensured compliance with financial security protocols, safeguarding organisational integrity
Team Coach / Escalation & Collection Specialist – Ally Financial
Sykes Asia
Mandaluyong City
05.2016 - 03.2017
- Managed escalations and collections processes for financial accounts to ensure timely resolution and adherence to policies
- Trained agents on compliance standards and negotiation techniques to enhance customer interactions and achieve successful outcomes
Team Manager – Credit Card (Billing & Fraud Escalations)
OCBC Bank (Malaysia)
03.2014 - 04.2016
- Oversaw credit card fraud and billing operations to safeguard customer accounts
- Enhanced team KPIs by streamlining processes while maintaining strict regulatory compliance
Team Coach – PayPal UK (Fraud & Billing)
Sutherland Philippines
04.2013 - 02.2014
- Facilitated fraud and billing escalation resolution for UK customers
- Coached team on compliance and quality standards to enhance service delivery
Team Leader – Virgin Mobile UK /Virgin Media
Accenture Philippines
08.2012 - 04.2013
- Led telecom customer service operations for UK market, enhancing customer experience
- Drove improvements in CSAT and AHT, increasing resolution efficiency
Unit Manager / Team Leader
JP Morgan Chase Bank.
01.2010 - 07.2012
- Managed financial accounts and led client servicing teams to enhance client relationships
- Ensured regulatory compliance while delivering high-quality service to meet client expectations
Team Leader – Escalation Team (Horizon Power AU)
ICT Marketing Services Inc.
01.2007 - 01.2010
- Managed escalation process for Australian utility customers to ensure effective resolution
- Enhanced resolution time and customer satisfaction through targeted support initiatives
Team Leader – Outbound (Optus AU Campaign)
Intellibox Inc.
04.2005 - 12.2006
- Led outbound sales and lead generation operations to drive engagement
- Enhanced conversion rates through targeted coaching and performance strategies
Tier 2 Agent / Closer (AU Lead Generation)
E-Pacific Global Contact Center
04.2005 - 12.2006
- Resolved escalated calls, successfully closing high-value leads
- Assisted front-line agents in overcoming objections to secure client commitments
Customer Service Representative for AT&T
E Telecare Global Solutions
08.2002 - 03.2005
Education
AB - Political Science
Colegio Dela Purisima Concepcion
01-2002
Skills
- Team leadership
- Performance coaching
- KPI management
- Operational Excellence
- Process Improvement
- Customer leadership
- Accountability & Ownership
- Time Management & Prioritisation
- Deadline execution
- Cross-functional teamwork
- Fast-paced adaptability
- Problem solving
- Conflict Resolution
- Employee motivation
Accomplishments
- Consistently improved team KPIs including AHT, CSAT, and Quality Scores.
- Developed high-performing teams across financial, telecom, and e-commerce accounts.
- Recognized for leadership excellence, coaching impact, and operational improvements.
Timeline
Team Coach
Foundever
02.2020 - 06.2026
Team Manager – Intuit QuickBooks (Tier 2 & 3 Tech Support)
Concentrix
08.2019 - 01.2020
Unit Manager – Card Services N.A.
Citi Bank Philippines
04.2019 - 07.2019
Team Coach – Clearly.com.au
Microsourcing
10.2017 - 03.2019
Team Manager – Fraud Escalation (American Express)
Convergys Philippines
03.2017 - 10.2017
Team Coach / Escalation & Collection Specialist – Ally Financial
Sykes Asia
05.2016 - 03.2017
Team Manager – Credit Card (Billing & Fraud Escalations)
OCBC Bank (Malaysia)
03.2014 - 04.2016
Team Coach – PayPal UK (Fraud & Billing)
Sutherland Philippines
04.2013 - 02.2014
Team Leader – Virgin Mobile UK /Virgin Media
Accenture Philippines
08.2012 - 04.2013
Unit Manager / Team Leader
JP Morgan Chase Bank.
01.2010 - 07.2012
Team Leader – Escalation Team (Horizon Power AU)
ICT Marketing Services Inc.
01.2007 - 01.2010
Team Leader – Outbound (Optus AU Campaign)
Intellibox Inc.
04.2005 - 12.2006
Tier 2 Agent / Closer (AU Lead Generation)
E-Pacific Global Contact Center
04.2005 - 12.2006
Customer Service Representative for AT&T
E Telecare Global Solutions
08.2002 - 03.2005
AB - Political Science
Colegio Dela Purisima Concepcion