Edrian Reyes

Edrian Orgaya Reyes PRESENT ADDRESS: Block 4 Lot 7, Villa Karangahan Subd., San Felipe, Naga City, Camarines Sur MOBILE NUMBER: - EMAIL ADDRESS-Nickname: Sib SUMMARY OF QUALIFICATIONS and DUTIES:    Responsible for the day to day operations of a team consisting of 20 Consultants Supervises Team in accordance with company policies and procedures Manages systems and processes to meet the program productivity and quality goals Schedule and conduct team meetings and provide constant communication on product and policy updates Create and support programs that encourage employee engagement Complete reports, data analysis, action planning and execute business plans Support Consultants by providing back-up floor assistance to answer questions Can work on shifting schedule, holidays and weekends Has an aptitude of a good team player PROFESSIONAL EXPERIENCE TEAM MANAGER September 2016 to January 2017 Amazon (Online Retail Store) | North America Customer Service - Voice Sutherland Global Services Philippines, Inc. IT Park, Provincial Capitol Complex, Cadlan, Pili, Camarines Sur 4419 Conducting Service Delivery interviews for the applicants (walk ins, job fair) Queue monitoring – ensuring that committed number of calls to the client will be met per interval (30 minutes). Attain all efficiency metrics of the program as the defined by the SOW Attain all quality metrics determined by the SOW Partner with HR in disciplinary issues with consultants including and up to termination recommendations. Conducting huddles, refreshers, Call auditing, and coaching consultants Taking escalations, supervisor or manager calls SUBJECT MATTER EXPERT October 2015 to September 2016 Amazon (Online Retail Store) | North America Customer Service - Voice Sutherland Global Services Philippines, Inc. IT Park, Provincial Capitol Complex, Cadlan, Pili, Camarines Sur 4419 Process expert and do the floor walk Responsible in disseminating the latest quality advisories to the assigned team Taking escalated or supervisor calls Providing feedback to associates &Team Leads Recommending action plans based on reports and analysis Conducting huddle sessions with associates CUSTOMER SERVICE REPRESENTATIVE November 2014 to October 2015 Amazon (Online Retail Store) | North America Customer Service - Voice Sutherland Global Services Philippines, Inc. Camarines Sur IT Center IT Park, Provincial Capitol Complex  Providing excellent customer service as set by clients CUSTOMER SERVICE REPRESENTATIVE / TECHNICAL SUPPORT September 2013 to November 2014 Intuit Turbo Tax (Software) | North America Customer Service - Voice Sutherland Global Services Philippines, Inc. Camarines Sur IT Center IT Park, Provincial Capitol Complex  Providing technical assistance for software installation Providing excellent customer service as set by clients CUSTOMER SERVICE REPRESENTATIVE December 2012 to June 2013 Netspend (Financial Institution) | North America Customer Service - Voice Sutherland Global Services Philippines, Inc. Camarines Sur IT Center IT Park, Provincial Capitol Complex  Providing excellent customer service as set by clients CUSTOMER SERVICE REPRESENTATIVE (Billing and Sales) September 2017 to November 2018 TPG/iiNet (In-house Australian Telco) | Australian Customer Service - Voice TPG Telecom 16F iSquare Building, Meralco Ave, San Antonio, Pasig, Kalakhang Maynila, Philippines Providing excellent customer service as set by clients Dealing with customers billing disputes Exceed sales quota standards set by the company consistently Acting Team Leader/POC (Sales) November 2018 to June 2019 TPG/iiNet (In-house Australian Telco) | Australian Customer Service - Voice TPG Telecom 16F iSquare Building, Meralco Ave, San Antonio, Pasig, Kalakhang Maynila, Philippines Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties Generate leads for the team to increase number of sales closed daily Taking action to correct and staff shortcomings Managing team performance and progress Amazon Marketing Specialist September 2019 to June 2022 Trasio Philippines Monitor competitor pricing Product listing checks Competitor pricing consolidation System Maintainance SEO - Keyword Research Listing checks (daily checking of Active, Suprressed and Inactive ASINs) Tracking inventories PPC Campaign Management Listing / Sourcing Recommendation SEO Research BSR Review Removal Request Daily checks of Performance notification Hijacker Checking Bad Seller Feedback Customer Support Refund and replacement EDUACTIONAL BACKGROUND Tertiary University of Neuva Caceres Graduate J. Hernandez Avenue, Naga City- Secondary University of Nueva Caceres Graduate J. Hernandez Avenue, Naga City- Elementary Himanag Elementary School Graduate Himanag, Lagonoy, Camarines Sur- TRAININGS ATTENDED LEAD (Leadership Excellence Achievement Development) training conducted by Sutherland Global Services from August 9, 2016 at Sutherland Global Services Cam Sur site Philippines, intended for Team Lead / Supervisor and the aspirants. CHARACTER REFERENCE Darwin Dizon Team Leader 16F iSquare Building, Meralco Ave, San Antonio, Pasig, Kalakhang Maynila, Philippines- Sabrina Ongping Team Leader 16F iSquare Building, Meralco Ave, San Antonio, Pasig, Kalakhang Maynila, Philippines-