Glenn Patrick L. Raule ****.***.**** ad2yml@r.postjobfree.com

PROFESSIONAL SUMMARY

Over 16 years of combined experience in presales and renewals, customer service, billing, technical, presales, retention, fraud operations, project management, technical and leadership training, people management, and recruitment.

PROFESSIONAL EXPERIENCE

HR Administrator, Renewals Specialist (Customer Success)

September 2022 – October 2023, Kinetic Innovative Staffing, Remote Setup, Sydney, Australia

Maintains software and hardware renewals file to ensure timely and efficient renewal and coverage

Proactively creates renewals quotes, coordinates with suppliers and partners for pricing, talks to customers regarding upcoming renewals

Strategize with sales team on different personalized approach to ensure successful renewals

Tracks and records renewal related data, and provides insights to sales and leadership team to improve the process

Assigned to maintain, update, verify, and create articles within the organization’s Knowledge repository tool called “Trainual”.

Coordination between team members, management team, and operations to ensure the accuracy of the contents.

Proofreads and verifies contents of the article based on applicable laws of the land, as well as technical write ups based on available resources.

Certified Training Officer, Line Manager, Unit Manager

May 2015 – September 2022, Citi Business Process Solutions, Citi Plaza, BGC, Taguig City

Identifies contradicting articles within Knowledge Hub and presents to the business counterparts in the US to clarify.

Provides feedback within Knowledge Hub, sends email to the appropriate people through the Learning and Development vertical, once finalized, conducts refresher training to the affected businesses to ensure compliance.

Created and documented WFH activation guide that was shared with APAC partners after being able to help onboard around over 200 new hire employees during WFH enablement.

Closely collaborated with training managers, operations managers, unit managers, and PMOs among others during the WFH enablement and successfully on boarded around 200 new hire employees with WFH setup.

Coordinated with US instructional design team counterparts in evaluating training materials and make amendments to the Training Curriculum to ensure consistency with the new design called “Reimagined.”

Project involvements include new businesses/programs as SEARS Ninja, MRC, Talk Tutor, and Retention classes. Highly involved with the end-to-end process from planning, training, regular project calls and meetings, launching, documentation, up to post-training support by continuously collaborating with the operations team to address any outstanding challenges in performance.

As certified Line Manager, performs final interviews, makes critical decision based on leadership standards, coordinates with HR, Prescreening, and In-Depth Interviewer Group in accepting and endorsing candidates, prepares reports, participates in meetings and recruitment initiatives including mall and provincial job fairs.

As a Unit Manager, recipient of the Citi CCO Town Hall Recognition for Execution of US Sears Client Engagement Palette in April 2018

As Customer Service Officer, initiated projects that promote efficiency and productivity such as training module update, simplified matrix for difficult call scenarios, and all-in-one tool for daily and monthly tracking of AHT, NPS and complaint capture.

Performed control analysis on multiple financial adjustments, and utilized computer system to investigate disputes, and resolve complex issues.

Team Leader, Renewals Specialist, Customer Service Associate

February 2007 to October 2014, Convergys Philippines Services, Inc., Ayala, Makati City

Guides a team to carry out KPIs in successfully evaluating fraudulent transactions and activities.

Documented official guidelines for a project upon transition from one vendor to Convergys, kept all tractions recorded, and maintained a database for the project’s efficient execution.

Spearheaded a project in resolving 100 most-ageing cases with a 100% resolution rate completed 7 days ahead of the deadline.

Developed a comprehensive developmental coaching program which runs for 2 quarters and was able to help 9 high-potential agents prepare for leadership role, 4 of which were successfully promoted to a supervisor role while some were promoted to other non-agent functions.

Successfully managed site’s critical QE controllable backlog to its minimum rate at less than 1% for 2 consecutive quarters

Lead a team during transition to a new tool without notable negative impact to customers, and all transition-related issues were addressed a week ahead of the live date.

Initiated revision on Tier-2 scorecard by redesigning the scorecard based on the measurable components.

Worked with the training team to align “training-to-production” materials for new agents and spearheaded the very first support group for new hire agents under nesting period which helped them with tools and processes and resulted to high case quality rate and improved efficiency.

As an Escalations Manager, acted as POC for a project during normalization and aided agents to ensure accurate resolution and efficiency.

Performed frontline tasks in customer service, providing support for billing, technical, sales, pre-sales, financial, and project-based and escalation support under different channels such as phone, email, and chat.

TECHNOLOGY and TRAININGS

Technology: Knowledgeable in various hardware and software applications such as Magellan, Rumba, Zoom, CISCO tools (salesforce, WebEx, jabber, phones), Avaya soft and hard phones, Mytoto, TKS, RightNow Tool, MS Office (excel, word, ppt, outlook), Windows OS, Portal, SMS, Oracle, Business Intelligence Tool, IEX, RPLID, Sawgrass, SharePoint

Trainings: Completed numerous leadership courses, seminars, and trainings such as: Leadership Effectiveness and Development, Coaching Commitment, Effective Presentation, Sales Strategies, Contact Center Basics, Global Protective Action Training - Violence in the Workplace, Time Management and Productivity, Performance Assessment, Complaints Management, Respect at Work, Securing Our Future, Forward Compatibility, Power of One, Trainer Competencies, Leadership thru Education and Achievement Projects, Citi Lean Foundation Course, Completed numerous regulatory courses, seminars, and trainings such as: Annual Compliance Refreshers, Annual Information Security Refreshers, Fraud Breach Functionality, Social Engineering, (SCRA) and (MLA),Internal Fraud, (TCPA), APCMP, (ADA), FCRA, The Data Privacy Act of 2012, Continuity of Business: An Essential Partnership, Global Initiative: 2018 Global Compliance Risk Management Framework, Global Initiative: 2018 Fraud Awareness,2018 Philippines AML, Sanctions and Anti-Bribery Training, Global Initiative: Sales Practices 2018,Elder and Vulnerable Adult Abuse / Financial Exploitation, Regulation Z - Existing Customer Management and Servicing, CRS Data Management Guidelines and Standards 2017, Regulation O and Loans to Insiders, Privacy Program 2017,Global Training Initiative - Introduction to Internal Controls, 2015 U.S. Cards Anti-Money Laundering (AML) Training

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