Ariel L. Reyes

***** ******** ** ****** ***** Ca 92840

Mobile: +714-******* E-Mail: acqv3v@r.postjobfree.com

OBJECTIVE

Customer and process driven manager offering 14 years of progressive experience in managing, building customer and industrial relationships; critical problem solving, assessing opportunities and implementing creative performance strategies.

Well-established service professional with the ability to lead a team to success. Achieved process excellence, image and profit contributions for Dell International Services through people development, performance and training.

OVERVIEW

Core competencies in management, client operations, business development

Sound knowledge of IT products and services. Strong quantitative and conceptual abilities, operational and commercial astuteness

Effective utilization of resources, strong communication, interpersonal, organizing skills, quality results and excellent people management skills

Certified yellow belt

ACHIEVEMENTS

Global bronze award recipient for FY14Q3

Implemented productivity standards for the EMEA customer care team

Increased customer experience points by 17 percentage points from 65% to 82% for the EMEA team.

Managed the entire NPS (Net Promoter Satisfaction) program in Dell Manila.

AFFILIATIONS

Lean change leader Aug 2009

Dell certified coach Sept 2007

Training needs analysis certified Sept 2006

Completed the management development program of TransUnion LLC.

California State University Fullerton fencing division champion, 1997-1999.

California State University team captain, 1997-1999.

EDUCATION

California State University, Fullerton, CA

Bachelors in Psychology, 1995 -2000

EXPERIENCE

Visual Land Inc, USA

Technical Support Specialist, March 2014 – July 2015

Provide technical support to customers, stock, track and ship special requests

Initiated customer satisfaction process

Lead initiatives to ensure support and improvement for the customer support and warehouse processes

Dell International Services, Philippines

Program Project Management Manager, Feb 2007–Aug 2013

Lead a team of 40 employees to support the United Kingdom and Ireland consumer and small business customer care center

Overall business owner accountable for metrics, attrition, costs and budgeting

Provide performance assessments for team members and allocated budget for yearly pay increase based on performance

Lead site initiatives to ensure support and improvement led by the support group. Cost reduction, customer service improvement and process implementation

Interview and hire representatives and mid/senior management

Worked with workforce management to ensure the appropriate employee ratio.

Ensure coordination and successful completion of all account level process roll-out

IBM, DakshPhilippinesPBCom Tower Makati PI

Assistant Manager Training, Apr 2005 – Dec 2006

Train specific policies and system processing for Sprint/Nextel

Provide floor support and retraining of agents/supervisors

Team supervisor/assisted with interview of candidates

Six sigma yellow belt trained

Ambergris Solutions Inc – Ortigas Center PI

Product Specific Trainer/Supervisor (MCI), Feb 2004 – Apr 2005

ASI certified for organizational development training

Review production and quality goals with agents

Point person with “Barriers” conference calls for the center

In charged of payroll submission and calculations

TransUnion LLC - Fullerton CA USA June 1998 – June 2002

Trainer/Document Specialist

Managed a Triage Support Team with six supervisors.

Constructed a tracking system to better provide a quicker way of evaluating associates in Access.

Trained current and new associates with policies and procedures with regards to the credit industry and associated laws.

Assisted HR with interviews of candidates

Was a liaison with facilities in Chicago, Pennsylvania and other locations worldwide in updating current policies.

Quality Control June 1998- 2001

Monitored associates to ensure proper policies, procedures and customer service etiquettes were followed.

Worked one on one with associates to increase production and improve overall service.

Contact this candidate