Ma. Mia Costelo

Customer service professional with 10+ years of experience across Singapore banking and aviation contact-centre environments, including DBS, UOB, and Singapore Airlines support. Recognized with EXSA Star, Gold and Silver awards for service excellence. Strong background in banking enquiries, credit cards, loans, insurance, escalation handling and customer retention.

Career Break - Career Break - Singapore

(2019-05)

Focused on family commitments and personal development while staying updated on Singapore banking service expectations, digital banking trends and customer-support standards

Associate, Customer Service Executive - DBS BANK LTD - Singapore

(2013-04 - 2019-05)

• Managed customer enquiries across credit cards, insurance and loan portfolios, including mortgage, car and renovation loans.
• Resolved complex service requests and escalations using multiple banking applications with accuracy, confidentiality and compliance awareness.
• Protected customer relationships by communicating clearly, diffusing tension and following through on service commitments.

Customer Service Executive - Singapore Airlines Support - TELEDIRECT PTE LTD - Singapore

(2012-03 - 2013-04)

• Supported global flight reservations, ticketing and schedule-change requests for Singapore Airlines and partner carriers.
• Maintained adherence to fare, pricing and ticketing guidelines while resolving passenger concerns professionally.

Senior Officer, Customer Service Executive - UNITED OVERSEAS BANK LTD (UOB) - Singapore

(2007-11 - 2009-12)

• Handled high-volume inbound banking calls, supporting customers across products and services.
• Managed complaints diplomatically, retained customers where possible and escalated critical feedback to the Service Quality Manager.

Team Supervisor - QUALFON PHILIPPINES, INC. - Philippines

(2006-05 - 2007-09)

• Led and coached agents to improve productivity, competence and quality standards.
• Partnered with QA Analysts to monitor performance and reinforce quality processes.

Bachelor of Science - Computer Science - UNIVERSITY OF SAN JOSE-RECOLETOS