Reynold Jr. Benedicto
Property And HVAC Compliance Coordinator | IT Admin | TSR | CSR
Pasig City
Summary
Results-driven Customer Service & Compliance Coordinator with almost 14 years of experience across energy, HVAC, property management, and IT services. Proven track record managing high-volume service operations, emergency scheduling, and end-to-end regulatory compliance while maintaining strong customer satisfaction. Experienced in process optimization, cross-functional collaboration, and CRM platforms (BuildOps, Salesforce, SAP, Zendesk). Known for delivering accurate, compliant, and timely outcomes in fast-paced, remote environments.
Overview
14
14
years of professional experience
Work History
Customer Service | Compliance Coordinator
Dual Fuel Corporation
09.2025 - Current
- Manage high-volume Heating, Ventilation, and Air Conditioning (HVAC) service requests from intake through completion, including emergency dispatching, scheduling, and customer coordination, ensuring timely and accurate job execution.
- Maintain 100% accurate service documentation, capturing customer concerns, service details, technician notes, and follow-up actions to support operational efficiency.
- Verify technician job completion and compile detailed post-service reports, contributing to improved transparency and customer satisfaction.
- Lead end-to-end boiler compliance processes, coordinating inspections, testing, regulatory documentation, and compliance-related quotes to ensure on-time regulatory adherence and zero compliance gaps.
- Serve as the primary liaison between customers, technicians, and internal teams, using Slack and BuildOps to provide real-time job status updates and quickly resolve service issues.
- Utilize analytics and project management practices to track service workflows, reduce delays, and support continuous process improvement in a fast-paced, remote environment.
Property Service Rep I – Back Office
RealPage Incorporated
02.2023 - 11.2024
- Led the end-to-end management of Client, Property, and Business Services operations, serving as the primary point of contact for clients and ensuring seamless coordination across service delivery, reporting, and issue resolution.
- Conducted ongoing monitoring, tracking, and analysis of business and portfolio performance data, translating insights into actionable recommendations and presenting findings during regular client business review meetings.
- Partnered closely with cross-functional teams (operations, finance, support, and leadership) to streamline communication, optimize workflows, and improve service efficiency across the portfolio.
- Ensured full compliance with U.S. State and National regulations, policies, and industry standards by maintaining accurate documentation, enforcing procedural controls, and proactively addressing regulatory requirements.
Senior Process Associate
Tata Consultancy Services
02.2020 - 12.2022
- Managed Électricité de France (EDF) Energy’s end-to-end customer service operations, handling customer inquiries, billing concerns, account updates, and service resolutions across the full customer lifecycle.
- Successfully resolved complex customer complaints by presenting clear billing explanations and flexible payment options, preventing unnecessary escalations to the Ombudsman and improving customer satisfaction outcomes.
- Processed customer payments and payment arrangements accurately and efficiently using the SAP CRM portal, ensuring proper account reconciliation and timely updates.
- Collaborated with cross-functional teams to improve communication flow, standardize processes, and enhance overall service efficiency and resolution timelines.
- Ensured strict adherence to the European Union’s General Data Protection Regulation (GDPR) by following data privacy protocols and compliance guidelines, mitigating risk and avoiding regulatory penalties.
Senior Process Executive
Cognizant Technology Solutions
08.2018 - 01.2020
- Served as a Salesforce Cloud Computing (SaaS)–certified IT Administrator (201 & 211), responsible for the implementation, configuration, and ongoing optimization of Salesforce CRM to align with evolving business requirements.
- Designed and built custom objects, fields, workflows, validation rules, and automations, improving data accuracy, process efficiency, and user adoption across teams.
- Acted as the primary point of contact for all Salesforce-related issues, providing technical support, troubleshooting, and user guidance to ensure minimal downtime and smooth daily operations.
- Performed regular data audits, cleanup, and quality checks to maintain data integrity, system reliability, and reporting accuracy.
- Collaborated with cross-functional stakeholders to plan and deliver system enhancements and upgrades, ensuring a seamless user experience and continuous improvement of CRM capabilities.
Team Leader
Convergys
12.2015 - 07.2018
- Managed managerial calls and client-mandated calibrations, delivering 1:1 and Triad coaching sessions to ensure consistent team performance and adherence to client standards.
- Championed team KPIs and SLA compliance, monitoring monthly performance metrics and implementing strategies to consistently meet or exceed service level targets.
- Optimized end-to-end process flows, driving operational efficiency, reducing errors, and improving overall service delivery quality.
- Trained and mentored 14 junior associates, reinforcing best practices, company policies, and customer service standards, resulting in measurable improvements in team performance and productivity.
- Conducted regular quality audits and corrective actions to maintain compliance with SLAs and client requirements, enhancing service accuracy and reliability.
- Partnered with cross-functional teams to identify process gaps and implement solutions, streamlining operations and fostering continuous improvement initiatives.
Customer Service Associate (Tech Rep II)
Convergys
04.2012 - 12.2015
- Provided comprehensive customer care, billing, sales, and technical support for Time Warner Cable customers in Southern California, ensuring high levels of customer satisfaction and issue resolution.
- Accurately processed order entry and validation using Zendesk CRM, maintaining data integrity and timely updates for all customer requests.
- Monitored and updated order, installation, and service schedules, ensuring on-time delivery and minimizing turnaround times to enhance operational efficiency.
- Assisted customers with troubleshooting, service inquiries, and account management, contributing to smooth service delivery and positive customer experiences.
Education
Bachelor of Science - Mass Communication
University of Negros Occidental-Recoletos
Bacolod City, Philippines03.2012
Bachelor of Arts - Mass Communication
University of St. La Salle - Bacolod
Bacolod City, Philippines03.2009
Skills
- GSuite, Google Workspace, Amazon Web Services (AWS) and Property Management Systems
- Team leadership
- BuildOps, Salesforce CRM, Zendesk, SAP Portal CRM
- People Management
- Asana, HubSpot Marketing Hub, Jira
- Project Management
- Analytics, Verint
- Slack
Timeline
Customer Service | Compliance Coordinator
Dual Fuel Corporation
09.2025 - Current
Property Service Rep I – Back Office
RealPage Incorporated
02.2023 - 11.2024
Senior Process Associate
Tata Consultancy Services
02.2020 - 12.2022
Senior Process Executive
Cognizant Technology Solutions
08.2018 - 01.2020
Team Leader
Convergys
12.2015 - 07.2018
Customer Service Associate (Tech Rep II)
Convergys
04.2012 - 12.2015
Bachelor of Arts - Mass Communication
University of St. La Salle - Bacolod
Bachelor of Science - Mass Communication
University of Negros Occidental-Recoletos
AWARDS & CERTIFICATIONS
- Salesforce 201 Certified Administrator (January 2, 2019)
- Salesforce 211 Certified Advanced Admin (January 22, 2019)
- Human Rights Speaker - La Consolation College Graduate School Thesis (2013)
References
- Wicelle Maling (Assistant Manager-Microsourcing) | +63 956 192 4607 | wicelle.maling@microsourcing.ph
- Carlito Montaniel Jr. (Team Leader-RealPage Inc.) | +63 976 100 0565 | carl.montaniel@gmail.com
- Michael Brigoli (Team Leader-RealPage Inc.) | +63 962 629 2401
- Bryan Arellano (Team Manager-Tata Consultancy) | +63 991 919 8307
- Mary Amber Ubat (Team Leader-Cognizant Technology Solutions) | maryamberubat5@gmail.com,
- Lizette, Dato (Operations Manager-Convergys Bacolod) | +63 908 816 0446