Francis Alaric Reyes

FRANCIS ALARIC Z. REYES B53 L77 Bella Vista, Brgy Santiago, Gen Trias, Cavite- /- Work Experience TxVia – Concentrix September 2012 – Present Was among the last TxVia hires for the Google Wallet account. Initially handled Mobile Wallet, then moved to support P2P by end of November 2012. On January 2013, was among the pioneering group for Online Wallet, and was choice as one of two as POC for this LOB. On April 2013, was confirmed as SME for the account. Currently tasked with assisting with Care Bay. Tasks includes call auditing (SBS, remote and recorded), coaching and assists with team management. Also helps with Queue (phone and email) especially during weekends. Promoted to Team Captain on February of 2014, and was tasked to handle a team of approximately 15 members. Tasks involved, but is not limited to: CSAT monitoring and coaching, attendance and tardiness monitoring, product refreshers and up-trainings, performance monitoring and coachings, and a number of ad hoc responsibilities. Moved to Tier 2 Team Captain, October 2014. Currently tasked to handle a team of SMEs, which include Tier 2 calls, emails and chat support, for all sites world-wide. Directly collaborating with clients (product specialist, vendor manager). C3 March 2012 – September 2012 CSR Was assigned to a leading US car rentals company, tasked with finding and confirming rental car reservations, initially for the continental US, but was eventually moved to the team which also supported escalated worldwide reservations. Was moved to tier 2, which handle reopen and extended cases as well as support for tier 1 agents globally. VXI Feb 2011 – Jan 2012 CSR Sales Was assigned to one of the US leading satellite tv providers as a frontline sales representative. Had to be able to answer pre subscription concerns as well as tv package setup for customers. Citibank NA November 2006 – January 2011 Project Manager (Cards Technology Philippines) Managed bank projects from its inception to delivery to post delivery support. Handled teams located in-country, as well as those in the regional hub and in the region. Was trained with all cards systems (Mastercard certified and Visa Certified) with regards to POS setup and Cards management. Citiphone Project Officer Oversaw development and delivery as well as support to various bank initiated changes for the department. This includes technology, infrastructure and manpower initiatives. Was also one of the point persons of Citiphone for the systems upgrade (user GUI) of the Philippine franchise. CitiPhone Officer Was tasked to answer inbound calls handling customer service concerns for Credit card, loans and depositors. This included, but not limited to, balance inquiries, rates inquiries, transaction/account conversion, term placements, account reconciliation, statement concerns and other documentary concerns. MBSTek (Legaspi, Albay) CSR June 1 – October 5, 2006 Answered inbound calls, and managed live chat support team for an online automotive parts supplier which is based in the US. Was also occasionally assigned Team lead responsibilities, which includes, but is not limited to: monitoring of agents, helping agents with customer concerns and product management. Some other tasks assigned was information gathering and some organization management projects. Advanced Contact Solutions Team OIC (Supervisor) March 1- May 30 2006 Monitored agent performance with regards to call quality, call duration, attendance and other areas of concern. Coached agents when area of opportunities present themselves. Also, was periodically tasked to assist with teams which did not have supervisors at the time. During the time spent as supervisor, team which was handled was initially in the bottom 40, but by end of May team was already raging in the top 15 of the account, Agent May 4, 2005 – March 1 Was assigned to the Call Escalations Desk (Internal Customer Service Desk), whose main functions is to receive escalated calls (supervisor requested calls) and to help and give sound advice to agents calling for help. As an agent received calls with regards to one of the top 6 airlines in the United States.These calls vary from simple queries, to reservations, to complaints and other concerns.Also provided floor support for agents that need help. Citibank N.A.Credit Officer (contract position) November 2004 – April 2005 Attend to credit card applications through phone credit verification and some system checks through the bank’s database and other bank; by credit card check. Gave light recommendations on the same applications to the regular Credit Officers. Assisted in the administrative functions in the cards processing department. ACS Group, Zamboanga City Operations Analyst June 2004 – September 2004 Officer in charge of business process analysis and streamlining the operations of the company from presales to post sales operations to increase profit, while reducing cost in a very competitive manner. Also conducted on-site inspections to ensure product quality. JobsDB Phils E-cruitment Specialist (Account Executive) January 2004 – May 2004 Primarily tasked to develop the client base and acquire new accounts (corporate subscriptions) through telesales, occasional client calls and other lead generation activities. Likewise ensured customer satisfaction by providing after sales support to clients. Camelot Hotel / Tiara Oriental Hotel Front Desk Officer/Cashier ( contact position ) July 2000 – Dec. 2000 Was responsible for client accommodations such as entertaining and addressing guests’ queries and complaints, processing of guest’s check-in/out, etc. Also took charge of cashiering for the hotel front office, coffee shop, and bar. Educational Background: 1996 – 2000 University of Santo Tomas España, Manila BS Psychology 1992 – 1996 Lourdes School, Q.C. Retiro St. Quezon City High School 1986 – 1992 Lourdes School, Q.C. Retiro St. Quezon City Elementary