Antonio Sugay

Detail oriented administrative and compliance professional with over six years in fast-paced professional settings in banking, and customer service environment. Skilled in fraud mitigation, client relations, and compliance auditing, with a proven ability to evaluate performance and provide actionable insights that improve service quality and regulatory adherence. Recognized for delivering accurate results, coaching teams to success, and maintaining strong client satisfaction.

Currently based in Canada, bringing proven success in both front-line service delivery and back-end compliance functions.

DAY 2 COMPLIANCE ANALYST - Security Bank Corporation

(2024-03 - 2025-05)

• Monitored and resolved high-risk cases involving lost ATM cards, unauthorized transactions, phishing/vishing, and customer data updates to mitigate financial loss and ensure regulatory compliance.
• Reviewed operational lapses and issued targeted coaching feedback to agents and supervisors, improving compliance adherence, and reducing repeat errors.
• Logged productivity metrics using Excel (vlookup, filters) and managed weekend case reviews to ensure seamless fraud mitigation and business continuity.

BETTER BANKING SPECIALIST - Security Bank Corporation

(2018-08 - 2024-03)

Delivered exceptional customer service and resolved complex concerns through effective communication, collaboration, and attention to detail.

• Spearheaded initiatives to improve team performance and reduce backlogs by handling additional mailboxes, contributing to higher service scores.
• Recognized as Top Agent (Feb 2023) for consistent excellence in client handling and technical efficiency.

FOOD AND BEVERAGE ASSOCIATE - TWG Philippines

(2018-01 - 2018-05)

• Provided outstanding customer service as a door host, welcoming guests and ensuring a positive dining experience from arrival to departure.
• Guided guests in tea selections and daily specials, demonstrating product knowledge and communication skills.
• Collaborated with team members to deliver timely and seamless food and beverage service.

Bachelor of Science - Hotel, Restaurant & Institution Management - CANADIAN COLLEGE (2026)

Bachelor of Science - Hotel, Restaurant & Institution Management - DE LASALLE COLLEGE OF SAINT BENILDE (2014 - 2016)