Daisy Delos Reyes
29B Almoro Apartment, Bautista Compound
Talon Uno, Las Piñas City
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SKILLS
● Able to adapt in a fast-changing environment
● Time management and meeting deadlines
● Knowledgeable in using MS office and GSuite
● Good verbal and written communication skill
WORK EXPERIENCE
Interglobe Technologies
Team Manager
September 2021 – October 2023
● Ensure the team meets and exceed Stipulated Timelines and Service level Agreements.
● Monitor calls and provide regular coaching and mentoring to agents and track low performers in the team.
● Ensure that all compliance related to policy and procedures are adhered to by agents on calls.
● Download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure
discipline is maintained in team.
● Re-in force and drive all product related updates in the team and handle escalated calls.
TechMahindra
Senior Quality Analyst
June 2021 – September 2021
● Evaluating QA’s audit making sure it is aligned and accurate per the guidelines
● Doing DSAT audits to identify the reason why the customer gave a negative survey
PayPal Inc., Alabang Muntinlupa
General Support (Phone, Email and Chat)
August 2020 – May 2021
● Assisting users with their billing queries and transaction history
● Helping users submit disputes and making sure their account is secure
● Process users request for reversals and account access
Interglobe Technologies, Alabang Muntinlupa
Executive Quality
December 2018 – July 2020
● Ensuring that quality guidelines are met in every interaction.
● Doing evaluations on agents’ interaction on a week to week basis to make sure that the quality of
service provided is consistent and high standard.
● Generate reports to drive the improvement of the site’s performance
● Doing deep dive analysis to determine the root cause of the opportunities and provide
recommendations.
Social Media Representative
April 2018 – December 2018
● Assist customers via Facebook private message, Twitter direct message and maintain the company’s
Facebook public page.
● Process the customer’s request (e.g. Adding luggage, seat allocation) and resolving customer’s
complaints.
● Monitor public posts and respond to comments made by the customers.
Travel Consultant (Email and Chat)
August 2017 – April 2018
● Assisting passengers query via email and chat.
● Provide updates regarding reservation details.
Alorica, Madrigal Muntinlupa
Retention Specialist
May 2016 – July 2017
● Ensuring customers remain happy with the company by providing excellent customer service and resolving
their complaints.
● Task includes making sure that customers are satisfied and retains their service with the company and
their account is up to date.
Customer service / Sales representative
November 2015 – May 2016
● Handles complaints, questions and provide product information
● Works with customer to find what they want, create solution, ensure a smooth sales process and process
payments
EDUCATION
Dr. Filemon C. Aguilar Information Technology and Training Institute, Dandelion Street, Doña Manuela
Subdivision, Las Piñas City
● Two (2) Year Training Certificate in Information Technology Major in Computer Programming and Hardware
Servicing AY-.
