Abdel Aziz Rafael R. Pangcoga
residence
mobile
email
Qualifications
City of San Jose Del Monte, Bulacan, Philippines
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▪ 14 years of experience in Customer Service, particularly in the US and UK directory
assistance, credit card-related customer services, customer support for a vending
machine company, customer service advocate for a leading health insurance,
customer service for an international online money remittance company and business
development coordinator for car dealerships.
▪ Proven operational management know-how – from constantly taking escalated calls,
serving as Deputy Team Leader, monitor phone calls to ensure representatives are
following the organization’s protocols as a Quality Specialist. Monitor and share
customer insights and recommendations to drive customer experience program
development. Identifies/proposes new product or process workflow solutions aimed
at improving overall efficiencies, cost, or improved customer experience.
▪ Consistently received performance bonuses due to high performance in Average
Handle Time, Quality Assurance and Schedule Adherence.
▪ Constantly keeps in mind team goals and working conditions to ensure that
teammates remain motivated and that service delivery procedures are met.
▪ Hands-on background in the legal profession and culinary arts helps in establishing
rapport with a variety of customers.
▪ Excellent communication skills in English and Filipino.
▪ Intermediate user-knowledge of the MS Office productivity suite.
▪ Clear and patient when dealing with people.
▪ Stays focused under pressure; a veteran in adapting to new procedures and methods.
Experience
BUSINESS DEVELOPMENT
COORDINATOR
(Best Choice Motors)
OCT 2020 TO MAY 2023
▪ Managing incoming requests from customers, scheduling appointments, handling
their concerns and questions as well as present them with the best solution to their
needs.
▪ Generate appointments and quotes by means of internet leads, inbound calls and
outbound calls.
▪ Present initial financing options base on customer needs.
▪ Follow up with leads that are not ready to make an appointment or no-show.
▪ Utilize CRM tracking system daily.
VIRTUAL ASSISTANT
MJP MARKETPLACE
(MJPTINDAHAN.COM)
APRIL 2019 TO OCT 2020
▪ Answering emails and phone calls from customers. Curating content, replying to
comments, and other community management tasks. Order fulfilment, inventory
management, bookkeeping or inputting data from different sources into a spread
sheet, managing Facebook ads and monitoring ROAS for each product.
CUSTOMER SERVICE REPRESENTATIVE
/ RISK INVESTIGATOR / QUALITY
SPECIALIST / CUSTOMER EXPERIENCE
SPECIALIST / RISK PROGRAM
▪ Addresses customer inquiries and concerns regarding customer transactions.
▪ Monitor real time queues and identify high risk transactions within the business
portfolio.
▪ Observe customer transactions to identify fraudulent activity such as account take
over, friendly fraud, theft and similar other risks.
▪ Monitor phone calls to ensure representatives are following the organization’s
SPECIALIST
SEP 19 2016 TO JULY 8 2019
REMITLY INC.
protocols and processes.
▪ Evaluate and report on customer experience program metrics and outcomes. Monitor
and share customer insights and recommendations to drive customer experience
program development. Manage and standardize customer experience programs
across teams.
▪ Provides coaching on both metrics and Service Promises, as well as the knowledge,
skills and attitude related to these promises. Works alongside Team Managers to
provide Associates with a rich process and behavioural coaching that empowers them,
and helps them succeed in your subject matter area. Keeps abreast of production
work, but with specific and keen eye on process, product, workflow opportunities.
Rolls out / trains Associates on any updates / changes to the team to ensure that
agents are equipped with appropriate and up-to-date information. Be able to
represent the Voice of Agent (based on agent feedback) back to Program Managers
to inform program enhancements.
CUSTOMER SERVICE ADVOCATE
▪ Respond to and resolve on the first call, customer service inquiries and issues by
identifying the topic and type of assistance the caller needs such as benefits, eligibility
and claims.
▪ Help guide and educate members about the fundamentals and benefits of consumerdriven health care topics to include managing their health and well-being by selecting
the best benefit plan options, maximizing the value of their health plan benefits and
choosing a quality care provider.
AETNA HEALTH INSURANCE
Concentrix Inc.
JAN 23 to JULY 24 2016
CUSTOMER SUPPORT (WFH)
SWYFT Store
San Francisco, CA
May 18 to Oct 20 2015
OWNER & MANAGER
Warpath Internet Cafe
Bulacan, Philippines
Aug 2012 to May 2015
CUSTOMER SERVICE REP
Credit Card Department
HSBC Electronic Data Processing
Jun 2010 to Aug 2012
CUSTOMER SERVICE REP
Kgb_Philippines
Ayala Ave., Makati City
Jul 2005 to June 2010
LEGAL RESEARCHER
▪ Addressed customer inquiries and concerns regarding returns, exchanges and refunds.
▪ Set up and managed own PC rental shop: acquired and assembled PCs, set up local
network and Internet connectivity, troubleshoots PCs, peripherals, applications, and
connectivity problems; and attends to customers’ requests and inquiries.
▪ Handles own bookkeeping and physical maintenance of the establishment.
▪ Provided timely and concern-appropriate customer service, including cross selling,
credit card protection (identity theft), credit keeping (credit score coverage), and life
insurance. Handled the first stage of fraudulent accounts and balance transfers.
▪ Took the initiative to complete needed research and customer follow ups or to direct
customers to the right departments for their concerns.
▪ Provided expert directory assistance in the United Kingdom, by handling calls in a
consistently timely manner, and providing accurate information to customers.
▪ As deputy Team Leader, supervised other customer reps during calls and took
escalated calls for resolution.
▪ As a Special Products Agents, tested new products and services for the company
before rolling it out to the agents on the floor, oversaw floor walk assignments, and
coached new hires as needed.
▪ Researched Supreme Court decisions, Philippine statutes and other legal materials, in
Pangcoga, Basaar & Associates
Apr 2003 to Jul 2005
SERVICE CREW
Madrigal Grill & Restaurant
Kalayaan Ave., Quezon City
Mar 2005 to May 2005
Education
the preparation of pleadings.
▪ Encoded and proofread legal documents to the satisfaction of the defence counsel.
▪ Assisted in coordinating food preparations in large but measured quantities.
▪ Ensured that quality and portion standards were consistently met.
▪ Served guests food when kitchen stations became undermanned.
National College of Business and Arts (Fairview)
B.S. Business Administration (undergraduate)
Major in Hotel and Restaurant Management
REFERENCES TO BE PROVIDED UPON REQUEST.