Roneil P. Reyes
Address: 2918 F. Manalo St. Punta, Sta. Ana, Manila
Mobile:-
Email-
Objective:
To be a part of a progressive and highly dynamic company and excel in all my undertakings within the said firm and undergo the continuous learning process that will further develop my capabilities.
WORK EXPERIENCES:
Citigroup Business Process Solutions
Employment Period: Nov 04, 2016 to Present
Positions Handled
US Retail Citiphone Officer - 11/16 - 01/18
Know Your Customer Officer - 01/18 - 05/18
Online Supervisor (current position)
Performs Escalations Specialist 1 duties plus:
Resolves complex customer inquiries and supervisor escalated issues
Diffuses tense customer interactions; manages conflict, and the ability to build rapport with customers
Makes decisions based on past practice/precedence when resolving complex servicing issues
Works under little to no direct supervision
May support an expansive and/or diverse array of products/services
Applies working knowledge of technical and professional principles and concepts and in-depth knowledge of team objectives; and, impacts the business by ensuring the quality of the tasks or services provided
Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function
Alorica
Employment Period: May 03, 2016 to Nov 03, 2016
Position Handled:
Temporary Reports Specialist
Roles and Responsibilities:
Generate and / or compile a variety of reports for internal and client use.
Disseminate reports to appropriate end – user.
Gather data from various resources, such as directly from systems or from information services staff, in order to generate reports.
Ensure accuracy of data at all times and resolve any discrepancies with data.
Responsible for providing a variety of administrative and clerical tasks in support of operation for assigned line groups.
Alorica
Employment Period: October 19, 2015 to April 30, 2016
Position Handled:
Customer Service Representative
AT&T National Solutions Center
Roles and Responsibilities:
Process customers request in transferring their line/s from business to business, business to consumer, consumer to business and consumer to consumer accounts.
Process customers request for adding and upgrading their devices.
Assisting customers with their bill/account inquiry.
Teleperformance Inc.
Employment Period: May 2015- September 30, 2015
Position Handled:
Technical Support Specialist
MICROSOFT XBOX
Roles and Responsibilities:
Provides MS XBOX Customers in troubleshooting their game console. Process a repair request if needed.
Assist in explaining their bill (subscriptions and downloads).
Answer general inquiries to prospected new customers.
Teleperformance Inc.
Employment Period: April 2010- May 2015
Position Handled:
ICU LEAD
AT&T Mobility
Roles and Responsibilities:
Responsible for contacting customers and resolving their issues that the agents and supervisors unable to resolved.
Provides summary report of the ICU cases and complaints tracker weekly/monthly for the sites
Responsible for forwarding feedback from clients to supervisors and following-up for the actionable items.
Ensure timely, accurate consistent delivery of updates to the front lines. Disseminate client-specific information. Provide clarifications and guidelines to enhance agent’s understanding and competence relative to client specific information and handling different customer transactions.
Attends bi-weekly calls to discuss important updates and work- around on some call drivers.
Take full responsibility (Point of Contact) when Team Leader is out of on leave.
Respond timely and accurately to the escalations of the direct reports.
Assists in handling escalated calls and floor walking when needed.
Take phone calls when needed or the site is on a high call volume.
Teleperformance Inc.
Employment Period: November 2009- April 2010
Position Handled:
Customer Service Specialist
AT&T MOBILITY
Roles and Responsibilities:
Assist AT&T clients in explaining cell phone charges on their bill.
Provides Tier 1 troubleshooting.
Answers general inquiries for prospected AT&T customers.
Assist customers’ on activating their new phones.
Teleperformance Inc.
Employment Period: June 2007- October 2009
Position Handled:
Customer Service Specialist
CRICKET WIRELESS
Roles and Responsibilities:
Assist Cricket clients in explaining cell phone charges on their bill.
Provides Tier 1 troubleshooting.
Answers general inquiries for prospected cricket customers.
Educational Attainment:
Collegiate: Polytechnic University of the Philippines
Sta. Mesa, Manila
Bachelor of Science in Economics
(Undergraduate)
Secondary: Ramon Magsaysay Highschool
Espana, Manila
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Personal Information:
Date of Birth: January 21, 1987
Place of Birth:Manila
Age:31
Sex:Male
Civil Status:Married
Religion: Roman Catholic
Height: 5’10”
Weight:77 Kgs.
CHARACTER REFERENCES
Paul Christian Velasco
Unit Manager
Citigroup Business Process Solutions
Marlon Abuda
Supervisor
Teleperformance Philippines
M -
Flordeliz Sison
Supervisor
Alorica
M -
