Aprille Natiola Reyes

Reyes, Aprille N. 898 San Pascual Street Commonwealth Avenue Quezon City --EDUCATIONAL ATTAINMENT NC I and NC II certification for Customer Service Vocational Course TESDA-2007 - 2008 Centro Escolar University Manila B.S in Nursing (Undergraduate)-2004 - 2005 St. Mary’s Academy of Sta. Ana Sta. Ana Manila- 2000 - 2004 WORK EXPERIENCE TDCX Philippines - February 2021 – April 2023 Customer Service Associate / Subject Matter Expert Handles Chats and emails from different global business advertisers who have issues with running their paid Ads for a social media platform. We also do minimal Outbound calls if needed to provide prompt resolution to their issues and provide satisfactory service to our clients. Concentrix Daksh Services- January 2018 – February 2021 Advisor 1 for Westpac Collections / Project Team Lead This is an outbound program initially when I started. We initiate phone calls to customers and use strategic scripts with care to encourage them to bring their accounts up to date. Also offers a payment plan or hardship assistance in case customers are not capable of paying at all. Then I was utilized as an Inbound/Outbound/ Non-Voice/Admin rep for all products like credit cards, personal loans, mortgages, etc. After months of experience, I get to be promoted as a Project coach for the said program due to the need for support during the pandemic. The role specifically is to handle multiple teams. Also generates and validates performance reports, does coaching, call listening, and strategizes to make sure the agents get to pass their metrics daily. CGI Philippines Inc-April 2015 - April 2016 Customer Service Representative (Dell DFS) It’s a collections/billing INOUND program wherein customers call for payment plans for Dell products they purchased using their Line of Credit. Then after a few months, I was chosen to be transferred to the hotline team which performs somehow like a QA in which we make sure that all calls are compliant. Stream Global Services Tech Sup Level II for Intuit (Quickbooks)-November 2012 -February 2014 This is a B2B type of program that handles inbound technical calls from business owners who need help with applying their business process to the QuickBooks software. Also, sales are a must like upgrades to the newest version or sell support plan for the customer to be properly assisted over the phone. Was trained by the company about the accounting principle and how to apply it to all types of businesses that a rep may encounter, and how a rep can apply the principles learned to the software. Does troubleshooting for business owners in case of data damage. CITIGROUP N.A-August 2011 – March 2012 Customer Service Representative (Credit card) Primarily handles credit card concerns, like APR reductions, Balance Transfers, Transaction inquiry calls, and Fee waivers, and is an NPS-based program. Upselling also is a must on each call. ICT-Sykes Asia-June 2008 – August 2010 Team Leader for JP Morgan Chase: Retail Banking Worked for this program that caters to customer concerns about their personal banking like credit card charges and personal accounts. Does dispute inquiry, transaction inquiry, fee waivers, etc. Advance Contact Solution Inc.-April 2006 - April 2008 CSR (U.S Airways) – CSR / Team Leader The program handles flight inquiries, fare price inquiries, and redemption of mileage of our loyal customers. Handles ticketing and cancellation and rebooking in some situations like flight delays or flight cancellations. PERSONAL INFORMATION Born on October 11, 1987 Conversant in Filipino and English language. Can demonstrate excellent customer orientation skills and problem-solving / critical thinking skills. Confident and can effectively communicate both in oral and written forms. Passion for and ability to understand customer needs and deliver solutions with a great user experience Skills with Microsoft Offices like WORD, POWERPOINT, and EXCEL. CHARACTER REFERENCE Ronvic ReyesPSG Global Solutions-