Anthony Rarela

ANTHONY DIAZ RARELA Home Address: 2B Callejon 3 Street, Project 4, Quezon City Mobile: - Email address: -Personal Information Gender:Male Age: 39 Date of Birth:September 28, 1979 Marital Status:Married Nationality:Filipino Educational Attainment Graduated in 2001 | UNIVERSITY OF THE EAST | A.B. Communication Arts Professional Experience July 08, 2016 – Present | Customer Service Representative | Accenture Virgin Media UK – Billing Duties and Responsibilities: Take inbound calls Provides excellent customer service Suggests better option of services to customers that will best meet their needs. Answers queries regarding customers’ bills Ensures that performance metrics are met Assist in taking escalation calls as needed Assist in calling out agents on long wrap and long call Achievements: Extra Mile Winner for year 2018 Consistently meet the targets BSC FTR Champ for Team Jing Resolve Rate Hero in January 2018 FTR Rockstar in April 2018 FTR Rockstar in May 2018 Awarded a certificate for ending at 0.18 Revenue in May 2018 Awarded a certificate in transfer Less IVR ending at 24.53% in May 2018 Balanced scorecard ending at 110% for May 2018 September 2009 – April 2015 | TEAM MANAGER | Alorica (Formerly RMH Teleservices) AMAZON (UK) – Customer Service Duties and Responsibilities: Manage 18-20 FTE Handle up to 35 agents during ramp season Provide weekly coaching regarding Quality and Performance Metrics. Monitor and manage Service Level to ensure that daily target is met Engage in the hiring process and training of new employees Collaborate with Managers in all related Departments in identifying potential challenges and provides possible solution Monitor and maintain excellent result on Customer Satisfaction Survey Achievement: Best Team Manager in the entire year of 2010 May 2008 – April 2009| TEAM MANAGER | Alorica (Formerly RMH Teleservices) AMAZON (UK) – Customer Service Duties and Responsibilities: Managed 18-20 FTE Monitor and manage Service Level to ensure that daily target is met Provide weekly performance review to teammates Engage in the hiring process and training of new employees Collaborate with Managers in all related Departments in identifying potential challenges and provides possible solution Monitor and maintain excellent result on Customer Satisfaction Survey May 2007– May 2008 | Team Lead / SME| Alorica (Formerly RMH teleservices) AMAZON (UK) – Customer Service Duties and Responsibilities: Take escalation calls Approve higher credit amounts and/or product replacement August 2006 – May 2007 | Customer Service Representative| EGS AMAZON (UK) – Customer Service Duties and Responsibilities: Take inbound calls Ensure one call resolution Provide good customer service Track customer packages Issue product replacement and/or process refunds July 2005 – July 2006 | Team Lead/ Escalation Lead | Reliance Customer Acquisition Mortgage Account (US) Duties and Responsibilities: Call out prospective clients that may be interested to get home equity loan Take ownership in getting customer’s Social Security Number Take escalation calls when customers are hesitant in providing their Social Security Number July 2003 – July 2005 | Marketing Professional | Toyota (Shaw Ortigas) Sells automotive Meet and discuss automotive features to prospective clients Suggest the best automotive to clients depending on their lifestyle Other Skills Computer Literate Management skills (Leadership, Quality Management, Process Improvement) Customer Service Skills Character Reference: Adrian Pelagio | Operations Manager |- Kristine Bucayan | Service Delivery Manager |- Kaye Ocbina | Product Trainer |- Jerry Lou Hallares Mueda l Team Leader l-