Customer Service Manager

CURRICULUM VITAE

PERSONAL DETAILS

Rhiza Mae Souissi

**-* ********** **. ****** 5 Subd.,

Talipapa, Novaliches,

Quezon City

THE PHILPPINES

Phone: +63-927-***-****

Email: ***************@*****.***

DOB: Nov. 23, 1982

PP Nr. EB9715276; exp. Nov. 28, 2018

PROFILE

• Administered trainings in various departments of Dubai Metro.

• Worked with Vision Skill Consulting Limited as Training Manager.

• Supervised Training of Station Operations for Dubai Metro.

• Gained excellent experience in supervising and coaching subordinates.

• Advanced knowledge of, and experience with MS-DOS, Microsoft Windows, Microsoft Word, Microsoft Excel, and Microsoft Outlook.

• Expert knowledge of PC setup and installation, as well as various peripherals, data entry, and file updating.

• Experienced in system-operations, training, collections, sales and quality customer service.

• Excellent communication skills, people skills; ability to multi-task and to work with minimum to no supervision.

• Used to work under, and maintain high levels of confidentiality.

• Accurate recording and organizational skills.

• Knowledge in Process Improvement, Change Management and Risk Assessment

• On-going Six Sigma Training, Lean Process Knowledge (on-going)

• Supply Chain and Procurement Management Certification (on-going) EMPLOYMENT

ProV International

January 8, 2016 – August 4, 2016

Manager, Sales

• Handles Operations for USA, APAC and EMEA. (FTEs 200)

• Establishing contacts and building relationships with C levels in primary verticals

(Manufacturing, Finance, Retail, Technology and Business Process Outsourcing).

• Reports and collaborates with the CEO.

• Coaching and Mentoring

• Ensures daily deliverables are met.

• Creating decks for BRs

• Client Relations

• Process improvement for quality analysis.

• Training Needs Analysis

• Forecast staffing based on historical data.

• Budget allocation

• Engagement activities

IBEX GLOBAL Solutions (Paranaque)

January 27, 2015-October 23, 2015

Team Manager/Operations Manager (Trainee)

• Handling a team of 15 agents and 4 team leads.

• Responsible for meeting KPIs

• Making sure that development and coaching is in place.

• Reporting to Senior Operations Manager for special projects.

• Attending weekly, monthly and quarterly business reviews.

• Spearheaded the Employee Engagement Team to ensure continuous activities and timely rewards to agents, TMs and OMs.

• Leading BGI Rockstar which is a client initiative. Making sure that all activities by the Engagement Team are aligned with Rockstar initiative that drives client KPIs.

• Initiated Attendance Policy for the program.

• Created PIP for agents and TMs.

• Currently streamlining processes for merger of AT&T and DTV. CONVERGYS (Stream Global Services)

April 2011-January 30, 2015

Team Manager (Senior TM)

• Managing 5 team of 20-24 agents.

• Providing bi-weekly performance review for agents.

• Meeting with team managers and Site Delivery Manager for Weekly Business Review.

• Coaching and mentoring agents.

• Preparing reports and performance improvement plans.

• Ensuring KPIs are met.

• Ensuring that deliverables daily, weekly and monthly are accomplished. Stream Global Services (now Convergys)

October 2010 April 2011

Support Professional III

• Handling technical concerns regarding satellite programming in a Pay TV industry.

• Providing high quality customer service in accordance with ACSI standard.

• Providing accurate information and assistance with billing, cancellation, bundling and up- to-date programming line-up and takedowns on specific designated market area (DMA). Serco Dubai Metro February 2008-April 2010

Training Manager

• Managing all trainers for Serco Dubai Metro and reporting directly to Training Director and Vision Skills Consulting Director.

• Conducting trainings regarding culture & diversity, customer service and operational situations.

• Creating a timely report and responsible for the upkeep of scores for further assessment to determine whether trainees pass or fail.

• Driving trains manually whenever necessary.

• Responsible for the safety and welfare of passengers.

• Responsible for carrying out emergency procedures.

• Providing up-to-date information and constant communication with Operations Control Center.

Dell International Phil. Pasay City January 2006- January 2008 Team Lead

• Responsible for solving technical issues on Dell systems (software, hardware & network).

• Gained excellent experience in system operations and various types of hardware and software troubleshooting.

• Supervising 10-15 technicians.

• Conducting training and refresher courses for technicians.

• Monitoring behavior, providing coaching and positive feedback, mentoring team members and creating EOD, WTD and MTD individual ranking. Keegan Myers Developers (Millennium Park Place), Project 8 Quezon City 2003-2005 Division Secretary- Real Estate Company

• Reporting to Division Head

• Maintaining high level of confidentiality.

• Scheduling and arranging meetings.

• Scheduling and keeping track of the Division Head’s activities daily to ensure that all meetings, conventions, tours, clients and family activities are being met.

• Keeping complete and accurate reports of the minutes of the meetings.

• Providing copies of reports of previous meeting at current meetings.

• Answering phone calls and making phone calls to possible clients. Providing clear information to customers regarding their queries.

• Assisting walk-in customers and providing a tour of the units that are for sale.

• Providing quality customer service at all times. EDUCATION

Philippine College of Criminology (BS Criminology) 2003-2004 Lyceum of the Philippines (AB Political Science) 2000-2002 References available upon request.

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