Reena Rosales

ReenaLi mosner oRosal es M:- E: my soul mat ezer oei ght @gmai l . com A: #1Sampagui t aSt r eetL&BCompound1 Al abangMunt i nl upaCi t y Summar y •9+y ear sofexper i encei nCust omerSer v i ce( wi t h4+y ear si nEcommer ce) •At eam l eaderwhot hr i v esunderpr essur eandut i l i zesexcel l entanal y t i cal , pr obl em sol v i ng, deci si onmaki ng, cr i t i cal t hi nki ngandv er bal / wr i t t encommuni cat i onski l l s. •Est abl i shedgoodwor ki ngr el at i onshi pswi t hcust omer s, cl i ent sandt eam member s •Dev el opednewqual i t yst andar dsf orbet t erqual i t yper f or manceandr el i abi l i t y . •Abi l i t yt oor gani ze, pr i or i t i zeandwor kunderext r emewor kpr essur e, heav ywor kl oadand deadl i nes. •Sel f mot i v at ed, i ni t i at i v e, mai nt ai nsahi ghl ev el ofener gy . •Accur acyandAt t ent i ont odet ai l s. •Tol er antandf l exi bl e, adj ust st odi f f er entsi t uat i ons. •Or gani zat i onandpr i or i t i zat i onski l l s. •Ov er v i ewi nSi xSi gmaandDI SCPr of i l i ng Exper i ence Di st r i but orRel at i ons&Oper at i onsManager Li f est y l esAsi aPaci f i cPhi l i ppi nes August2014–Januar y2017( 2y ear s5mont hs)  Ov er seePHoper at i ons( Makat i , Legazpi , Cebu, Bohol , Dav ao, GenSan)  Pl ansandi mpl ement snewpr ocessesf ort hei mpr ov ementofOper at i ons f ocusi ngonCust omerSer v i ce  Recommendssy st em, pr ogr am anddat abasedev el opmentbasedonconsumer needs  Ensur eont i medel i v er yofpr oduct st omai nt ai ncust omersat i sf act i on  I dent i f i esandmoni t or sKPI st omakesur et hatOper at i onsmeet sbusi nessneeds  Repr esent st hecompanyi ncasesofDTI , DOHet c. , compl ai nt s  Communi cat esupdat esandchangest ot heent i r et eam andal l depar t ment s  I ssuev i ol at i onsandwar ni ngl et t er s, suspendort er mi nat e, i fneeded, t o di st r i but or swhof ai l edt ocompl yt ot hecompanypol i ci es  Pr ov i desf eedbackt oseni ormanagementr egar di ngconsumerneeds, suggest i onsandr equest s  Cr eat espr ocessandt r ai ni ngdocument sasr ef er encef orcur r entandf ut ur e Di st r i but orRel at i onsRepr esent at i v es  Conduct sdi f f er entt r ai ni ngmodul esaboutt hesy st em, Cust omerSat i sf act i on, Ef f i ci encyandEf f ect i v eCommuni cat i on  Deci deswhet hert oappr ov eordenyapr oductorpackager et ur nbasedonr et ur n pol i cy       Counsel andmot i v at escl i ent s/ di st r i but or st ogr owt hei rbusi nesses Resol v ei ssuesbet weendi st r i but or sandcompl ai nt saboutpr oduct s Ov er seesi mpl ement at i onofnewpr ocessesandsuppor t si nnov at i v epr oj ect s Per f or msr oot causeanal y si st oi dent i f ypr obl emsandsol ut i ons I ni t i at esper sonal andpr of essi onal dev el opmentoft eam member s CoachesDi st r i but orRel at i onsRepr esent at i v esandpr epar est hem t obecome f ut ur el eader s  Goal set t i ngandev al uat est eam member sf orappr ai sal pur poses  Conducti nt er v i ewsf orhi r i ngt eam member s Team Lead/Tr ai ni ngandDev el opmentOf f i cer kgbPhi l i ppi nesI nc. , Januar y2013–August2014( 1y ear7mont hs) -Sur v ey scal l cent erf l oorf oragent si nneedofassi st anceandhandl eescal at edi ssueas needed. -Pr ov i descoachi ngf ort hedev el opmentofagent si nt het eam, documentper f or mance obser v at i ons, f aci l i t at et r ai ni ngandt r ansi t i onmodul es. -I nv ol v edi npr ocessdocument at i onandr ecommendi mpr ov ement s -Maxi mi zet hepr oduct i v i t yandper f or manceoft het eam byshar i ngpr oductknowl edge, bestpr act i ces, t echni cal suppor tandt r ai ni ng -Gat her sdat a, anal y zeandpr epar esdi f f er entt y pesofr epor t sneededt osuppor tand ev al uat et hebusi ness -Coor di nat eswi t hdi f f er entdepar t ment st oensur eov eral l pol i cyandpr ocessadher ence -Est abl i shgoodB2BandB2Cr el at i onshi pbypr i or i t i zi ngqual i t yandcl i ent / consumer sat i sf act i on -Scr ubbi ngofCSATDat at ogetaccur at er esul t sasbasi st oi mpr ov ecust omerexper i ence Accompl i shment s  LeadCSRoft heMont h–August2013  LeadCSRoft heQuar t er–Q22013  LeadCSRoft heQuar t er–Q42013 Mer chantSer v i ces-USMer chantSuppor t kgbPhi l i ppi nesI nc. , August2012–Januar y2013( 6mont hs) •Managesmai l boxqueuei napr of essi onal andpr eci semannert oensur et hatal l emai l s ar ehandl edorf or war dedt ot hecor r ectdepar t ment •Assi st sCust omerCar et eam i ncont act i ngmer chant st opr ov i der esol ut i ont o cust omer ' sconcer n •Communi cat ewi t hmer chant si nor dert or esol v eanyi ssueswi t hr egar dst ot hedeal •Assi st smer chant swi t hanyaddi t i onal concer nsandquer i est hatt heyhav e Mer chantSer v i ces-I nv oi ci ng kgbPhi l i ppi nesI nc. , August2011–Jul y2012( 1y ear ) •Per f or msbackof f i ceandadmi ni st r at i v esuppor tf orUSkgbdeal s •Handl esbackendbi l l i ng, i nv oi cepr ocess, andaccountr econci l i at i on •Ensur est hatal l f undsar ecapt ur edi nCMS, Pay ment ech, andPay Pal bypr epar i ngt he r econci l i at i onr epor t •Checksandv er i f i est heMOF( cont r act )t oensur et hatpr i ce, mer chantr ev enueshar e, pay mentt er ms, l egal name, mai l i ngaddr ess, t axI D, andbanki nf or mat i onar ecor r ect •Assi st smer chant swi t ht hei rconcer naboutpay ment sandaccountr econci l i at i onby pr ov i di ngadet ai l edpay menthi st or yandi nv oi ceagi ngr epor t s •Managesmai l boxqueuei napr of essi onal andpr eci semannert oensur et hatal l emai l s ar ehandl edorf or war dedt ot hecor r ectdepar t ment •Pr ov i desassi st ancet oUSAccount sPay abl et eam i nwr i t i ngof fi nv oi cest ocl eara mer chant ’ saccount •Communi cat est oourUScount er par t sonaday t odaybasi s •Pi oneeroft hemer chantsuppor tt eam Mer chantSer v i ces-Cust omerLi st kgbPhi l i ppi nesI nc. , December2010–August2011( 9mont hs) •Pr ov i desmer chant swi t ht hei rcust omerl i st sonadai l ybasi s Cust omerSer v i ceRepr esent at i v e-UKDi r ect or yEnqui r i es kgbPhi l i ppi nesI nc. , Nov ember2010–December2010( 2mont hs) •Assi st scust omer swhoar er equest i ngf ornumber s, t r ai nt i mes, mov i et i mesandot her det ai l sav ai l abl ef orbusi nessesandr esi dent i al l i st i ngsi nt heUK Cust omerSer v i ceRepr esent at i v e-Pi zzaHut kgbPhi l i ppi nesI nc. , Nov ember2008–Nov ember2010( 2y ear s1mont h) •Handl edi nboundcal l sf r om UScust omer swhowoul dl i ket opl aceor der s •Pr ov i desr esol ut i ont oaddi t i onal cust omerconcer ns Cashi er ThePi zzaCompany Oct ober2007–June2008( 9mont hs) Mai nt enanceSecr et ar y HM Gr oupofCompani es Nov ember2006–August2007( 10mont hs) •Responsi bl ef orpr epar i ngsev er al r epor t sneededbyt hebusi ness •Encodesj obor der s, cr eat esmemor andum, i r r egul ar i t yandt echni cal r epor t s •Pr epar eswor kschedul es •Documentbusdr i v er s’ compl ai nt swi t hr egar dst obusbodyandmechani cal damages •Tr ansmi t t i ngandr ecei v i ngi nv oi cest oandf r om Pur chasi ngDepar t mentf orv er i f i cat i on, appr ov al andsi gnat or yofsuper v i sor •Responsi bl ef ormai nt enancef i l esandsuppl i escont r ol andmanagement •Gui desappl i cant si nt heent i r eappl i cat i onpr ocedur e Ski l l s Ref er ences  Abi l i t yt oor gani ze, pr i or i t i zeandwor kunderext r emewor kpr essur e, heav ywor k l oadanddeadl i nes.  Sel f mot i v at ed, i ni t i at i v e, mai nt ai nsahi ghl ev el ofener gy .  Accur acyandAt t ent i ont odet ai l s.  Tol er antandf l exi bl e, adj ust st odi f f er entsi t uat i ons.  Or gani zat i onandpr i or i t i zat i onski l l s.  Ov er v i ewi nSi xSi gmaandDI SCPr of i l i ng  Thr i v esunderpr essur eandut i l i zesexcel l entanal y t i cal , pr obl em sol v i ng, deci si on maki ng, cr i t i cal t hi nki ngandv er bal / wr i t t encommuni cat i onski l l s.  Knowl edgei nOr acl e  Pr of i ci enti nMi cr osof tOf f i ceAppl i cat i ons( Excel , Wor d, Out l ook, Power poi nt )  AmyJeanSant os/Oper at i onsManager/QBE  Yumi Fael do/Team Manager/kgbPhi l i ppi nes  Rut hi eQui r at man/Team Manager/kgbPhi l i ppi nes Cont actnumber sav ai l abl euponr equest