Kristia Marie Reyes
Quezon City
Summary
Proven leader and customer service expert, adept at conflict resolution and leveraging Salesforce CRM to enhance client relations. Excelled in roles demanding critical thinking and effective communication, achieving a 60% sales success rate in upselling. Recognized for transforming customer challenges into satisfaction, consistently ranking among top performers.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
InDebted
11.2021 - 07.2024
- As a customer-obsessed representative, delivered exceptional experiences across email, calls, and chat platforms to customers addressing past-due accounts, guiding them on their path to financial fitness
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Ensured strict compliance with applicable laws, regulations, policies, and procedures to maintain ethical and professional standards.
- Consistently exceeded performance indicators, ranking as the top agent for six consecutive months and regularly placing within the top 10 agents company-wide, earning multiple 5-star Google reviews for outstanding service.
B2B Research Analyst
LeadsRUS Inc / TBPO / ZDLRU
05.2021 - 10.2021
- Identified leads and target companies aligning with the ideal customer profile, driving effective B2B marketing strategies.
- Utilized advanced tools and platforms to capture and convert leads efficiently, ensuring a steady pipeline of potential clients.
- Delivered impactful campaign presentations, leveraging excellent communication skills to engage stakeholders.
- Maintained and updated CRM systems to track lead interactions and monitor progress, ensuring accurate data management and actionable insights.
Team Leader - AT&T
VXI Global Holdings B.V. – QC
05.2019 - 04.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Subject Matter Expert – AT&T
VXI Global Holdings B.V. – QC
12.2018 - 05.2019
- Delivered expert knowledge and guidance in a specialized subject area to resolve challenges and optimize processes effectively.
- Simplified complex technical concepts, ensuring clear communication and understanding across diverse stakeholders.
- Supported leadership in aligning company and individual values with the organization's strategic vision.
- Contributed to sales growth and account management efforts as needed, driving business development and client satisfaction.
- Fostered an inspiring team environment with a culture of open communication, promoting collaboration and innovation.
Customer Support Specialist - Western Union APAC
VXI Global Holdings B.V. – QC
06.2014 - 05.2018
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Consistently ranked among the top 10 highest-performing representatives, demonstrating exceptional service quality and dedication.
Customer Service Agent / Sales - Expedia
Sykes Asia, Inc
02.2014 - 05.2014
- Handled customer inquiries regarding hotel room bookings, providing detailed assistance and ensuring seamless booking experience.
- Proactively identified customer needs and preferences, skillfully matching them with available rooms or upselling alternatives, achieving a 60% success rate in sales per call.
- Explored opportunities to bundle services such as flights or car rentals for added savings and efficiently transferred customers to specialist teams when needed.
Customer Service Agent – Amazon (Project Based)
NCO
11.2011 - 01.2012
- Managed 120 -150 customer calls daily, addressing inquiries about products and orders with patience and a focus on delivering an exceptional customer experience.
- Guided customer in finding products based on their preferences, navigating their accounts, and adding items to their carts, including manually assisting when necessary.
- Skillfully handled challenging calls, leveraging all available resources to resolve issues before escalating to higher-level support.
Education
Bachelor of Science - Nursing
Perpetual Help College of Manila
Sampaloc, Metro ManilaSkills
- Customer service
- Conflict resolution and Problem solving
- Customer relations
- Decision-making and Critical thinking
- Excellent written and oral communication
- Sales and upselling strategies
- Salesforce CRM
- Email and chat support platforms
- Basic data entry and reporting tools
Timeline
Customer Service Specialist
InDebted
11.2021 - 07.2024
B2B Research Analyst
LeadsRUS Inc / TBPO / ZDLRU
05.2021 - 10.2021
Team Leader - AT&T
VXI Global Holdings B.V. – QC
05.2019 - 04.2021
Subject Matter Expert – AT&T
VXI Global Holdings B.V. – QC
12.2018 - 05.2019
Customer Support Specialist - Western Union APAC
VXI Global Holdings B.V. – QC
06.2014 - 05.2018
Customer Service Agent / Sales - Expedia
Sykes Asia, Inc
02.2014 - 05.2014
Customer Service Agent – Amazon (Project Based)
NCO
11.2011 - 01.2012
Bachelor of Science - Nursing
Perpetual Help College of Manila
Similar Profiles
ENRIQUE LUCIO BOQUIRONENRIQUE LUCIO BOQUIRON
HVAC Technician at Arabian Fal CompanyHVAC Technician at Arabian Fal Company
Ann Michelle KuAnn Michelle Ku
ACCOUNT DIRECTOR at GEISERMACLANG MARKETING COMMUNICATIONS INCACCOUNT DIRECTOR at GEISERMACLANG MARKETING COMMUNICATIONS INC
Tommy PaladinTommy Paladin
Artist at Tom PaladinArtist at Tom Paladin