Rosemarie Hernandez Reyes

ROSEMARIE H. REYES 88 Boulevard St. L.E Subd., Calamba City-Mobile number- • DEDICATED CUSTOMER SERVICE PROFESSIONAL CAREER OBJECTIVE To use my skills and experience and thereby to promote a positive atmosphere and higher quality of experience towards customer service.    PROFESSIONAL PROFILE Enthusiastic employee that aims to elevate the client experience by consistently maintaining cheerful attitude. Comfortable in communicating with people from various cultures and backgrounds. Takes great pride in teaching and leading by example. SOUND JUDGEMENT Proven track record of accomplishment in positions where maturity, sound judgment and rational thinking are critical to performance. Adept at changing gears when situations dictate. Active listener, practiced in resolving customer complaints, promoting conflict resolution and ace in customer satisfaction. TEAM-ORIENTED Consistently maintains an excellent record of being on time, prepared and eager to take on new responsibilities. A seasoned professional who recognizes the importance of honesty, integrity, people centricity, innovation, agility and excellence. ACHIEVEMENTS Loyalty Award Ace in Customer Satisfaction Survey 7 QC Tools Certified WFM Silver Academy Certified Personal Development for Leaders Certified WORK EXPERIENCE November 2016 – Present ROBS COUNTRY GRILL OPERATIONS MANAGER  Marketing Research  Cash flow  Staff relations - Salary & Benefits  People Development  Budgeting  Inventory  Sales and Customer Service  Advertizing August 2016 – October 2016 Inquina Development Corporation Assistant Manager  Attending client meetings. Managing the corporation and developing a team to work on our projects like buildings, malls, subdivisions, etc. April 2016- August 2016 MyOUtDesk/IVAS REAL ESTATE VIRTUAL ASSISTANT  Setting up appointments with possible clients and looking for leads using the investor's system tools. April 2009- December 2015 Firstsource Solutions Limited Firstsource bldg. Plaza D Northgate Cyberzone, Filinvest Alabang, Muntinlupa City Workforce Team Leader  Scheduler/RTA. Responsible for providing schedules for all LOBs using CMS and Blue Pumpkin tool.  Responsible for developing and supporting a team that delivers reports/data and to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity.  Supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre.  Monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers.  Ensures that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.  Ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.  System Downtime tracking and escalations August 2008- February 2009 KGB Philppines Sta.Rosa, Laguna Training Development Officer  Provide training to newly hired agents and provide updates to all respective teams in operations.  Floor walk to provide assistance and answer the agent's query about the process. January 2007- June 2008 Etelecare Global Solutions Plaza A, Northgate Cyberzone, Alabang, Muntinlupa City Senior Telesales Agent  Support and provide superior service via phones, e-mails and faxes as a receiver and caller  Use questioning and listening skills that support effective telephone communication.  Use an effective approach to handle special telephone tasks like call transfers, taking messages, cal backs, holds, interruptions, and unintentional disconnects.  Understand the impact of attitude in handling calls professionally  Effectively deal with job stress, angry callers, and upset customers  Use the most appropriate way to communicate with different behavior types on the telephone.        Apply the elements of building positive rapport with different types of customers over the phone. Apply the proper telephone etiquette to satisfy various customer situations. Apply appropriate actions to effectively control a telephone call. Identify voice skills and how to enhance a good telephone presentation. Meets commitments to customers Other duties as assigned. Display Time flexibility towards shifts as per work floor requirements EDUCATIONAL BACKGROUND BACHELOR DEGREE Bachelor of Science in Commerce Major in Accounting Colegio de San Juan de Letran PRIMARY and SECONDARY EDUCATION Secondary Education Saint John Colleges Calamba City- Primary Education Calamba Elementary School- SEMINARS AND WORKSHOPS Supervisory Skills Seminars for New Supervisors Call center training for communication skills in sensitive customer situations Workforce Silver Academy PERSONAL BACKGROUND Age: 30 years old Birthday: February 21, 1986 Civil Status: Married Height: 5’3” Weight: 105 lbs. CHARACTER REFERENCE Jemuel Padolina WFM Manager Tel no- Citadel Soliman Team Manager Tel no-