Open to opportunities

Ama Angeles

@amaangeles

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Assistant Project Manager specializing in customer support operations and SLA delivery.

Philippines

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What I'm looking for

I’m looking for a customer-support operations or project role where I can lead teams, optimize queues and WFM, and drive SLA/KPI results using Zendesk/Salesforce and data-driven process improvements.

I’m an Assistant Project Manager with 12+ years in the BPO industry and 7+ years in virtual support environments, focused on delivering consistent SLA and KPI results. I manage daily customer support operations across multiple queues while monitoring real-time performance and adjusting staffing to match demand.

I’m strong in workforce management and process improvement—covering queue management, real-time monitoring, escalation/incident handling, and data-driven reporting. I use CRM systems like Zendesk and Salesforce to drive decision-making, tighten SOPs/knowledge base documentation, and improve resolution time.

I also bring cross-functional depth from technical support roles (AT&T Wireline and Samsung) and leadership in marketing (website launch, social media, and digital campaigns). I coach agents to improve performance and quality scores, aligning operational goals with client expectations in fast-paced, high-volume environments.

Experience

Work history, roles, and key accomplishments

Assistant Project Manager

ModSquad

Jul 2023 - Mar 2026 (2 years 8 months)

Managed daily customer support operations across multiple queues to consistently meet SLA and KPI targets. Monitored queue performance, onboarded new team members, maintained SOPs/knowledge base, coached agents, and implemented process improvements to reduce resolution time.

Customer Support Operations Process Improvement

Technical Support Specialist

Movate

Jan 2022 - Jan 2023 (1 year)

Delivered technical support for AT&T digital services by resolving customer issues across web platforms with a focus on first-contact resolution. Troubleshot technical concerns in a fast-paced, high-volume environment while maintaining high-quality customer interactions.

Technical Troubleshooting Web Platform First Contact Resolutions Customer Support Quality Assurance

Samsung Expert

Movate

Jan 2019 - Jan 2022 (3 years)

Provided advanced troubleshooting support for Samsung mobile devices, resolving complex technical issues to improve customer satisfaction and resolution efficiency. Handled high-volume support interactions while maintaining quality and performance standards.

Mobile Device Issues Technical Support Customer Satisfaction Communication

Marketing Director

AETHERNUM

Jan 2019 - Jan 2021 (2 years)

Led end-to-end website setup and launch, optimizing UI and customer journey flows. Managed social media and executed targeted digital marketing campaigns to increase engagement and drive user growth.

Website Setup & Launch Customer Journey Mapping Social Media Management Digital Marketing Strategy Campaign Execution

Subject Matter Expert

iQor

Jan 2018 - Jan 2019 (1 year)

Supported agents with product knowledge and best practices for AT&T accounts, providing expert-level guidance to improve customer interaction quality. Delivered specialized support for T-Mobile business services.

Subject Matter Expertise Product Knowledge And Best Practices AT&T Account Support T Mobile Business Support