Renee Rose Reyes
Summary
Summary 9 years as a Trainer with Customer Service background. knowledgeable in both Customer Service and Collections Process
Overview
15
15
years of professional experience
Work History
Collections Process Trainer
Allsectech Manila Incorporated
Taguig
10.2018 - Current
- Acted as a Subject Matter Expert in Collections Process
- Gathered and organized training materials to support program objectives
- Acted as subject matter expert for Collections, and Customer Service offerings
- Created and offered additional materials to enhance training
- Explained goals and expectations required of trainees
- Scheduled training sessions based on availability of classrooms, equipment and instructors
- Designed and directed orientation and training programs to meet client needs.
Allsectech Manila Incorporated
Taguig
09.2013 - 09.2018
- Displayed strong telephone etiquette, effectively handling difficult calls
- Train new hires in Communications and Knowledge based Process Training
- Provide daily updates to all onboarded agents and check their understanding by providing assessments based from the updates
- Monthly Assessment for all agents to check if all are calibrated in accordance to policy and procedures
- Facilitate weekly calibration meeting within the process (Team Leads, Managers and Trainers so as to check if all supervisors are calibrated with the updates and memos given by the client
- Acted as a Subject Matter Expert for Customer Service and Process related inquiries
- Training Performance Report
Customer Service Associate, Process Trainer
Allsectech Manila Incorporated
Taguig
03.2009 - 08.2013
- Answering customer inquiries both inbound and outbound
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Upheld quality control policies and procedures to increase customer satisfaction
- Explained benefits, features and recommendations to maximize client retention
- Understand and follow Policies, Procedures and Standards
- Familiarity with MS Office Applications
- Customer Service
Education
Business Management
Colegio De San Juan De Letran Intramuros
Skills
Skills Good verbal communicationKnowledge inFive 9, Livevox, Incontact, AWS and TSYS applicationKnowledge in Financial Products like Credit Cards, and Retail creditSimulation LeadershipCoaching and DevelopmentStrong Customer Service Skills
Timeline
Collections Process Trainer
Allsectech Manila Incorporated
10.2018 - Current
Allsectech Manila Incorporated
09.2013 - 09.2018
Customer Service Associate, Process Trainer
Allsectech Manila Incorporated
03.2009 - 08.2013
Business Management
Colegio De San Juan De Letran Intramuros