Cristy Reyes
Operations Supervisor
Quezon City,NCR
Summary
Hard-working professional with 7.5 years of experience and a proven knowledge of customer communications, conflict resolution and customer retention. Aiming to leverage my skills to successfully fill the Operations Supervisor role at your company.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Senior Operations Supervisor
AFNI PHILIPPINES
Quezon City
07.2017 - 07.2021
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Operations Supervisor
CONCENTRIX PHILIPPINES
Quezon City
09.2014 - 06.2017
Inbound & Outbound Voice, Risk Portfolio Management & Collections
Inbound & Outbound Collections Agent
CONCENTRIX PHILIPPINES
Quezon City
10.2013 - 09.2014
Inbound & Outbound Voice, Risk Portfolio Management & Collections
Education
Bachelor of Arts - Communication Studies
Philippine Women's University
Manila, Philippines 06.2011 - 04.2014
Skills
Coaching and mentoring
Customer communications
Customer retentions
Conflict resolution
Additional Information
Additional Skills
- Business Level Speaking, Reading & Writing
- Data profiling, Reporting & Data Quality checks
- Employee Coaching, Training & Development
Certification
Certified Lean Six Sigma Yellow Belt, Process Doctors Academy
Character References
Name: Ms. Stacy Sezy Gamboa
Position / Title: Associate Director Of Operations
Email Address: stacy.gamboa@hotmail.com
Contact Number: 09989652906
Organization Name: AFNI Philippines
Relationship: Former Director
Name: Mrs. Charmaine Rose Robles
Position / Title: Operations Manager
Email Address: charmaineroserobles@afni.com
Contact Number: 09190029344
Organization Name: AFNI Philippines
Relationship: Former Manager
Name: Mr. Jerremy Santiago
Position / Title: Subject Matter Expert
Email Address: jerremy.santiago57@yahoo.com
Contact Number: 09398179221
Organization Name: AFNI Philippines
Relationship: Former Agent
Timeline
Certified Lean Six Sigma Yellow Belt, Process Doctors Academy
06-2020
Certified Lean Six Sigma White Belt, International Management Consultancy
08-2019
Quality Management for Business Excellence, AFNI Philippines
01-2019
Quality Management Systems: Management and Control of Quality AFNI Philippines
08-2018
Senior Operations Supervisor
AFNI PHILIPPINES
07.2017 - 07.2021
Operations Supervisor
CONCENTRIX PHILIPPINES
09.2014 - 06.2017
Inbound & Outbound Collections Agent
CONCENTRIX PHILIPPINES
10.2013 - 09.2014
Bachelor of Arts - Communication Studies
Philippine Women's University
06.2011 - 04.2014