KRISTIANE MAE DE LOS REYES
1530 J LABRA STREET, GUADALUPE, CEBU CITY, PHILIPPINES 6000
C:- |-
PROFESSIONAL SUMMARY
Customer-oriented, successful at troubleshooting and handling customer support issues in a timely
manner. Energetic with strong time management skills who thrives in a fast-paced, dynamic environment.
Dedicated Customer Service Representative who provides exceptional customer service through active
listening and problem solving. Customer Service Manager with more than 9 years of professional
customer service and leadership experience.
SKILLS
Skilled in call center operations
Multi-line phone operation
proficiency
Adheres to customer service
procedures
Completed telephone training
seminar
Extensive history with predictive
dialers
Familiarity with Key Performance
Indicators (KPIs)
Committed to maintaining data
integrity
Active Listening Skills
Team Player
WORK HISTORY
PLAYHOUSE / BRIGHT ACADEMY Teacher Aide | Talamban, Cebu City |
January 2004 - January 2005
I assist the teacher in teaching the kids. I handled Nursery, Kinder 1 and Grade 1. We have to make sure
that the student was able to understand the lesson well. We have to make sure that they were able to
follow the instructions well. And also we have to make that everyone in class are in good condition.
TELETECH MANAGEMENT Reservation Specialist/Customer Service/Sales | AS Fortuna, Mandaue
City, Cebu |
January 2007 - March 2010
The first account i had with then was with United Airlines. We do the flight reservation for domestic
flights in US. I was with the account for a year. Unfortunately, the account closed so we were
transferred to HP Home.
Gathered and verified all required customer information for tracking purposes.
Effectively managed a high-volume of inbound and outbound customer calls.
Addressed and resolved customer product complaints empathetically and professionally.
CONVERGYS Customer Service Representative | Paseo Arcenas, Banawa, Cebu |
March 2010 - September 2010
Effectively managed a high-volume of inbound and outbound customer calls.
Answered a constant flow of customer calls with up to 3 calls in queue per minute.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
AEGIS-PEOPLE SUPPORT Customer Service Representative | IT Park, Lahug, Cebu City |
September 2010 - July 2013
Proficiency in Conflict Resolution
Gathered and verified all required customer information for tracking purposes.
Addressed and resolved customer product complaints empathetically and professionally.
Effectively managed a high-volume of inbound and outbound customer calls.
CONVERGYS Financial Advisor | IT Park, Lahug, Cebu City |
July 2013 - November 2013
Effectively managed a high-volume of inbound and outbound customer calls.
Acted professionally and patiently when addressing negative customer feedback.
Analyzed call volume and average call time to monitor Customer Service Representative performance
and productivity.
Managed high call volume with tact and professionalism.
Resolved service, pricing and technical problems for customers by asking clear and specific
questions.
FIRSTSOURCE SOLUTIONS LIMITED Financial Advisor / Trainer | IT Park, Lahug, Cebu |
November 2013 - November 2015
Initiated operations improvements to improve overall call center productivity.
Improved call center functionality and service capacity by resolving customer complaints efficiently
and quickly.
Managed call center from initial start-up to full operational status.
Developed all process controls and metrics for daily management of the Call Center.
Acted professionally and patiently when addressing negative customer feedback.
Analyzed call volume and average call time to monitor Customer Service Representative performance
and productivity.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time
and improve customer satisfaction rates.
REALPAGE PHILS Marketing Associate | Asiatown, Cebu Business Park, Ayala |
November 2015 - August 2016
Effectively managed a high-volume of inbound and outbound customer calls.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Mastery of customer service management systems and databases.
Accurately documented, researched and resolved customer service issues.
Defused volatile customer situations calmly and courteously.
EDUCATION
ELEMENTARY University of San Carlos - Grade School P del Rosario, Cebu City | March 1996
HIGH SCHOOL DIPLOMA University of San Carlos - Girls High P del Rosario, Cebu | March 2000
BACHELOR OF SCIENCE Business Administration University of San Jose – Recoletos
Magallanes, Cebu City | 2000 - 2005
