Summary
Overview
Work History
Education
Skills
Awards
Training
Timeline
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Ralph Garri G. Reyes

Quezon City

Summary

To find a related position and be part of a company where I can grow professionally and make significant contributions by utilizing my skills, experience and share best practices.


Detail-oriented team player with expertise in providing exemplary customer support. Highly-motivated and hard working individual who is equipped with tenacity and determination in order to achieve the set goals. Reliable, trustworthy and numerate. Driven to attain targets. Willing to be trained and passionate to learn more.



Overview

16
16
years of professional experience

Work History

Senior Total Rewards Consultant

SAP Philippines, Inc.
04.2022 - 04.2023
  • Successfully completed Project Hawkeye - a ticket prevention project - which significantly reduced the number of tickets sent to the Total Rewards team inbox from 20 pages daily to 3 pages (20 tickets per page).
  • Facilitated weekly calibration and collaboration calls with HRdirect to cascade timely updates and work on quality improvement to ensure tickets are properly answered by the agents
  • Ensured timely updates of the knowledge base and acts as the go-to person for disputes and complex equity related queries
  • Conducted refresher equity topic courses to stakeholders such as the tier-1 global HRdirect team and assists on training for new process implementation
  • Collaborated with the vendor (Equatex) by sharing feedback regarding system problems, employee experience and process issues
  • Escalated any employee concerns related to the vendor tools.
  • Collaborated with HR partners to ensure seamless integration of total rewards programs into existing systems.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Managed annual open enrollment process, ensuring accurate information dissemination and timely completion by employees.

HR Service Consultant

SAP Philippines, Inc.
11.2014 - 03.2022
  • Co-creator of Project Mercury which is a collaborative ticket prevention project between HRdirect and SWIS-IT. The completion of the project improved the turnaround time of ticket processing and helped drive down the volume of transactions that HRdirect received. A total of 2480 tickets did not go through the queue between May - August 2021 alone saving huge amount of time for the HR team.
  • Lead the Payroll Workgroup in managing knowledge base contents related to payroll
  • Coordinated with the payroll stakeholders in US and Canada on process improvements and ticket calibration
  • Lead the completion of Project 3D which reduced the number of tickets regarding direct deposit issues
  • Assisted customers (both external and internal) with their queries and provides solutions in a timely manner via different channels such as emails, phone calls, chat tool and EIC ticketing system
  • Effectively incorporated customer service skills to ensure and maintain a high-level of satisfaction from customers resulting in a significant decrease in complaint rate.
  • Equity topic expert - as the team's expert in equity topics, I liaised with the Global Equity Team in regard with equity updates and cascades them to the team
  • Conducted enablement sessions with the team and new hires to ensure knowledge is up-to-date and prepared for answering concerns regarding equities
  • Main responsible person for Brazil and Peru processes. Collaborated regularly with our Local HR and Total Rewards counterparts for Brazil and Peru in ensuring timely process updates to reduce the risk of misdirected tickets.
  • Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.


Spanish Speaking Fraud Analyst

Xoom (Paypal), VXI Global Inc
06.2012 - 11.2014
  • Screened and made sound decisions regarding approval or cancellation of transactions
  • Ensured customer loyalty and good business relationship with customers by resolving queries on a timely manner
  • Mitigated fraud losses by making sure that appropriate verification process is followed and by analyzing customer behaviour and transaction patterns.
  • Shared best practices with the team especially when a fraud pattern is identified.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
  • Provided training to new team members on fraud detection techniques, enhancing their ability to identify potential threats quickly and accurately.

Associate, Foreign Exchange and Money Markets

HSBC Global Banking and Markets
05.2010 - 06.2011
  • Ensured that all tasks in the group inbox are delegated appropriately and actioned on a timely manner to meet the required Service Level Agreement
  • Identified discrepancies in trade confirmations and resolves it
  • Mitigate risks by prioritizing trades according to its value date and currency cut-off
  • Built a good business and working relationship with both external and internal customer by accurately matching trade confirmations from 12 different markets in Europe and MENA to allow settlement of trades on time.

Process Executive

HSBC Direct
10.2007 - 01.2010
  • Provided excellent customer service by always taking ownership of the call and ensuring that customers' queries are dealt with
  • Provided mentorship to team members, fostering a culture of learning and growth.
  • Handled salary recall requests and fax instructions
  • Completed other tasks assigned by the Assistant Manager of Operations.
  • Trained to handle lost and stolen cards reports
  • Took Spanish calls when necessary to assist Spanish speaking customers who have difficulty conversing in English
  • Offered appropriate products to the customers when necessary, through key profiling to make sure that the product meets their needs
  • Acted as the Team POC whenever the team's supervisor is unavailable.
  • Answered telephone or online requests and completed interactions quickly to meet productivity goals.

Education

Graduated with honors with a General Average of 90.61 -

Arellano University

Graduated First Honorable Mention with honors -

Concepcion Elementary School

Passed The DELE (Diploma De Español Como Lengua Extranjera) -

Instituto De Cervantes Manila

Skills

Proficient in MS Word, Excel, PowerPoint and Other Computer Applications

Excellent Customer Service Skills

Adept in Internet Usage

Types 37-45 wpm

Fluent in English

Speaks Spanish and Portuguese

Sales Savvy

Unsurpassed Work Ethic

Stakeholder Management

Foreign Exchange

HRIS Systems

Relationship Building

Awards

  • HSBC Advance Product Champion
  • HSBC Direct Employee of the Month
  • Highest Count of IVR Surveys Rated Perfect 7s
  • HSBC Wealth Product Champion
  • 0% Fraud Loss for 1 Year
  • Consistent SAP Appreciate Award recipient
  • Consistent SAP Toast of the Town (Employee of the Month) awardee
  • Consistent SAP CSAT Champion

Training

  • President Gloria Macapagal Arroyo Finishing Course for Call Center Agents
  • Trade Union Congress of the Philippines
  • UK Cards Lost and Stolen Training
  • HSBC Direct, HSBC Service and Technology
  • BACS Recall Training
  • Gold and Platinum Cards Training
  • HSBC Telephone Banking
  • Global Markets Operations
  • HSBC Global Banking and Markets
  • Introduction to Six Sigma

Timeline

Senior Total Rewards Consultant

SAP Philippines, Inc.
04.2022 - 04.2023

HR Service Consultant

SAP Philippines, Inc.
11.2014 - 03.2022

Spanish Speaking Fraud Analyst

Xoom (Paypal), VXI Global Inc
06.2012 - 11.2014

Associate, Foreign Exchange and Money Markets

HSBC Global Banking and Markets
05.2010 - 06.2011

Process Executive

HSBC Direct
10.2007 - 01.2010

Graduated with honors with a General Average of 90.61 -

Arellano University

Graduated First Honorable Mention with honors -

Concepcion Elementary School

Passed The DELE (Diploma De Español Como Lengua Extranjera) -

Instituto De Cervantes Manila

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Ralph Garri G. Reyes