Raphael Joseph Delos Reyes

RAPHAEL JOSEPH DELOS REYES Cavite City--Experienced BPO Specialist proficient in managing BPO operations with exceptional team supervision, project coordination and analytical problem-solving skills. Optimize resource use to achieve challenging targets. Diplomatic in resolving disputes and coordinating diverse teams. Focused Sales and Customer Services with 10 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers. WORK EXPERIENCE Operations Director , Business Development Officer 01/2018 to 03/2020 GRTS QUEZON CITY Negotiated and finalized profitable contracts. Boosted staff loyalty and reduced turnover with introduction of innovative programs. Monitored financial performance through daily reports. Provided staff training, coaching and mentoring to effectively implement best practices and new policies or programs. Directed fixed operations of 50-member group, driving services excellence, implementation of new programs and attainment of sales objectives in alignment with market trends. Evaluated performance and policies against metrics. Generated reports of findings to help management with making key decisions. Tracked and analyzed reports to determine needed improvements. Business Account Sales Expert 02/2014 to 10/2017 TELUS International Philippines Inc QUEZON CITY Worked with Business customers to understand needs and provide Telco services. Resolved conflicts and negotiated mutually beneficial agreements between parties. Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately. Maintained excellent attendance record, consistently arriving to work on time. Consumer Sales Specialist 07/2013 to 10/2013 Expert Global Solutions QUEZON CITY To generate revenue from the assigned territory in order to achieved the set sales target. Provided confirmed sales to the team, ensuring all sales and service objectives were met. Supporting all line of Business like order processing, inbound calls and web chat. Handled 600 calls per day and address customer inquiries and concerns. Health Care Specialist 02/2013 to 05/2013 Results Manila PASIG CITY Explaining Bills, Copay, Deductibles and Insurance Policies To assist clients with Inquiries about their Health Care Insurance. Booking appointments with doctors and making sure that all of their medical request will be covered. Ensuring that all clients are satisfied with the service given. Team Manager 04/2010 to 10/2012 Sitel Philippines PASIG CITY Directed incoming calls to internal personnel and departments, routing to best-qualified department. Connected callers with appropriate professional, department or business. Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs. Met with clients to maintain communication to enhance teams’ execution on new products. Led employee relations through effective communication, coaching, training and development. Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office. Attended sales training camp and brought best practices leadership back to company. Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team. Coached employees in successful selling methods and encouraged cross-selling to drive revenue. Forecasted sales to management and collaborated to build effective sales team. Worked closely with high-profile customers needing special assistance to resolve complaints and develop customized solutions meeting unique requirements. Built strong team by recruiting and developing top sales talent. SKILLS Microsoft Office - 9 years Data Analysis - 9 years Sales and Customer Service - 9 years Email Communications and Support - 9 years Leadership and Management - 5 years EDUCATION Eulogio Amang Rodriguez Institute of Science and Technology Bachelor’s Business Administration Major in Management MANILA 06/2006 to 04/2010 CERTIFICATIONS / LICENSES Civil Service Non Pro Eligibilty Passer Certification for Team Manager (CTT) SITEL Intl Philippines Certification for Team Managers