Reynold Jr. Benedicto

Work History

Customer Service | Compliance Coordinator

Dual Fuel Corporation

Mt Vernon, New York (Remote)

11.2024 - 01.2026

• I manage high-volume HVAC service requests from start to finish, which means I'm always ready to juggle emergency dispatching, scheduling, and customer updates on the fly.

• I take pride in keeping our service documentation perfectly accurate so our operations stay efficient and fully compliant.

• To make sure our customers have a great experience, I personally verify that jobs are completed successfully and prepare post-service reports.

• I take the lead on boiler compliance, handling scheduling inspections, documentation and quotes.

• I use BuildOps and Slack to keep our customers, technicians, and internal teams perfectly aligned, which keeps our workflows moving fast and reduces delays.

Reason for Leaving: Redundancy

Property Service Rep I

RealPage Incorporated

Ortigas, Pasig City (Remote)

02.2023 - 11.2024

• I acted as the primary point of contact for our clients, taking personal ownership of property and business operations to keep things running seamlessly.

• Instead of just presenting raw numbers, I analyzed our portfolio data to give clients real, actionable insights into how their investments were performing.

• I took the stress out of compliance by meticulously managing documentation and controls to meet both state and federal U.S. regulations.

Reason for Leaving: Career Advancement

Senior Process Associate

Tata Consultancy Services

BGC, Taguig City (WFH)

02.2020 - 12.2022

• I am the main point of contact for EDF Energy. I making sure billing, account maintenance, and daily problem-solving ran smoothly.

• I specialized in turning difficult customer situations around; by taking the time to explain complex billing and find fair payment solutions that significantly reduced our Ombudsman escalation rate.

• I kept our accounts accurate and balanced behind the scenes by processing payments and structuring payment plans directly in SAP CRM.

• I collaborate with different teams to improve our service efficiency, and get issues fixed faster for the customer.

• Data privacy was always a top priority for me—I made sure every process and interaction stayed strictly compliant with GDPR regulations.

Reason for Leaving: Career Shift

Senior Process Executive

Cognizant Technology Solutions

Bridgetowne, Quezon City

08.2018 - 01.2020

• As a certified Salesforce Administrator (201 & 211), I don't just manage a CRM—I optimize it to ensure it truly serves the business and its users.

• I love building custom objects, validation rules, and automated workflows that tackle data messy-ness and save our teams valuable time.

• I acted as the primary bridge between the platform and our people, providing patient, jargon-free support and troubleshooting whenever users got stuck.

• I partnered with teams across the company to understand their needs, turning their feedback into functional Salesforce enhancements and upgrades.

Reason for Leaving: Career Pivot (Pandemic)

Customer Service and Technical Support Team Leader

Convergys

Sanparq, Bacolod City

04.2012 - 07.2018

• I acted as the bridge between management and clients, running calibrations and coaching sessions to ensure my team felt supported and stayed fully compliant.

• Instead of just tracking KPIs and SLAs, I looked at the stories behind the data to implement performance strategies that regularly beat our targets.

• I took great pride in onboarding and mentoring 14 junior associates, helping them build their confidence, ramp up productivity, and master best practices.

• I used quality audits as a tool to spot inefficiencies, collaborating across departments to streamline our processes and make everyone’s job a bit easier.

• I started my career in the BPO industry as a Time Warner Cable technical support representative, guiding customers through technical glitches, billing questions, and the right sales packages.

• I kept our Zendesk CRM meticulously organized, making sure every order and account update was processed correctly so our service delivery stayed on track.

• I actively monitored scheduling and jumped in to solve problems early, ensuring our operations ran efficiently and our customers had a great experience.

Reason for Leaving: Permanent Relocation to Metro Manila

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Led cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals LtdLed cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals Ltd

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