Jon Daniel Daniel Delos Reyes

Customer Enquiries

• Handle a range of front line Customer enquiries within the agreed processes and ways of working, including:-Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required
  Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership
  
• Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes

Loyalty Management

• Manage the Retail Loyalty Customer Experience
• Handle transaction queries, self-serve queries and general loyalty related enquiries
• Process Customer loyalty registration and personal data management, channel preference modification
• Perform compliance checks on fraud and manual data quality control
• Support the redeeming and transferring of Customer Loyalty points
• Manage the lost/stolen/forgotten cards process
• Resolve Loyalty complaints

Process and Administrative Work

• Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other
• Support Data Integrity Management, by embedding right first time accountability and ownership of Customer data quality inputted at system
• Collaborate with third party logistics companies
• Liaise with internal interfaces within the agreed processes and ways of working

Digital and Touchless Support

• Support Shell's Customers on digital channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application
• Support social media platforms responding to Customers' queries taken through these channels with an appropriate tone and within the limited characters
• Work with the new digital livechat channels for inbound Customer queries both through the website and the mobile application
• Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input

• Company Overview: Rustan Coffee Corporation
• Provides support to the store manager and other supervisors while supervising other baristas (partners)
• Handles the supplies and orders, cash handling tracking, inventory movement, and checking of the coffee shop's daily sales and weekly business report
• Submission of the store's weekly net sales and food percentage and all other reports as needed
• Supervises all efficient staff scheduling, team member development and training, and performance management for all departments
• Providing professional advisory support to company employees
• Identify staff vacancies and recruit, interview, and select applicants
• Collaborates with other department supervisors to create, improve, develop, and implement different strategies to increase the efficiency and performance of the employees
• Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
• Trained and mentored new personnel hired to fulfill various roles.
• Used training manuals and app to design training for employees and increase company retention and productivity rates at 100%.