Manager Customer Service

RHEA RIZA C. TAPON

****F Valentina St.

Paco, Manila

Mobile: +639*********

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

Strong leadership. Project Manager. Results-oriented. Interact supportively within a team environment. Quick learner and adapts readily to the demands of the job. Team based work style and excellent interpersonal and communication skills. Resilient in skills and competency development. Outstanding diplomacy that consistently produces win-win results for clients and company.

Skills

Skill Proficiency

Communication Skills (English and

Filipino) Expert

Microsoft Office Expert

Leadership Expert

Customer Service Expert

Office Administration Expert

Back Office Operations Expert

Decision-Making Expert

Project Delivery Expert

Business Development Skilled

Workforce Management Skilled

Business Process Improvement Skilled

Strategic Planning Skilled

Project Management Skilled

Virtual Assistance Skilled

Process Documentation Skilled

JOB EXPERIENCE

November 2019 – Present Curated

Team Leader

• Handles day-to-day operations during the shift

• Assign tasks to each team members

• Create team’s schedule

• Manage escalations with experts and third-party merchants

• Approve or decline price difference and reorder requests

• Assess team members on their current knowledge and skills about the system and process

Order Fulfillment Agent

• Verify if correct orders were placed with merchants

• Update tracking information in customer’s account

• Cancel orders via email or phone call to merchants

• Fulfill orders in Amazon, eBay, Shopify, and other merchants

• Regularly update the team’s cheat sheet for everyone’s reference

• Create processes for improvements

February 2019 – September 2019 L & T Int’l Group Phils. Operations Manager

• Managing finances of the whole business unit

• Responsible for HR duties including but not limited to compensation and benefits, recruitment, policies and procedures

• Coordination between vendors and the business unit in setting up an account and ensuring strong relationship

• Manage day-to-day issues and feedback on performance

• Arrange flights and hotel of CEO/Co-owner

• Procurement and inventory of assets

May 2011 – January 2019 White & Case Global Operations Center Manila LLP Assistant Manager (2018)

• Ensure effective operational management of all team personnel, with a focus on service delivery and quality, initiative, flexibility and service excellence

• Develop service strategies to match the needs of the Firm

• Manage the staffing resource available to ensure that most effective use of the team is made

• Monitor and management staff performance to ensure that competency levels are met and new skills acquired

• Assist with day-to-day issues and feedback on performance.

• Ensure standard operating procedures and processes are being adhered to at all times across services

• Identify areas of improvement in current processes through data analysis and feedback from stakeholders

• Monitor direct reports performance

• Manage relationships with internal and external stakeholders

• Helps in allotting a yearly budget for the department Supervisor (2017 - 2018)

• Implementing new processes and services within Guest Services and Office Administration

• Manage all changes to process and ensure appropriate communication plans are implemented

• Manage day-to-day team activities and ensure the achievement of individual and team objectives

• Creates and monitors scheduling, forecasting, and performance management of the team

• Continue professional development of current staff to keep their skills up to par and on top of industry best practices

• Address critical issues and escalate as necessary Team Leader (2015 - 2017)

• Creates strategic planning for the team and oversees strategy of different internal groups like Reports, Training, Admin, Resource, and Events of the department

• Effectively lead the team to deliver high quality work product

• Provide regular performance feedback and conduct regular one-on-one discussions

• Facilitates regular touchpoints with stakeholders to get service feedback and address challenges if there’s any

Remote Assistant (2015)

• Assists allocations with calendar management, creation of reports, attendance management, and other administrative tasks

Facilities Helpdesk (2012 - 2015)

• Coordinates facilities-related requests to service provider by using a ticketing system

• Updates Facilities web page internally

• Generates weekly and monthly reports that’s being sent to Service Stakeholders Client & Concierge Analyst (2011 - 2012)

• Provides telephone directory assistance to the Firm

• Coordinates printing and courier, document processing, and cab booking between end user and service provider

• Generates daily reports that’s being sent to Service Stakeholders April 2009 – May 2011 Convergys Philippines Services Corp. Customer Service Representative

• Taking inbound calls

• Handles general inquiries regarding warranty of the mobile phone

• Assists customers with basic troubleshooting on handset devices

• Stands as a point-of-contact in the team

• Assisting trainees during transition or new members as they were endorsed to their own teams

November 2008 – February 2009 Parlance Systems, Inc. Customer Service Representative

• Helps customers understand billing statement.

• Resolves any problem relating to billing.

• Set-up new accounts.

• Provides accurate information to customers regarding different programming packages.

• Handles technical problems.

May 2008 – September 2008 IBM Daksh Business Process Services Phils. Customer Care Specialist

• Assists customers in swapping and activating their new smart cards in.

• Resolves basic troubleshooting.

EDUCATION

• 2006 – 2009 Philippine Christian University, Taft Ave., Manila Bachelor of Science in Information Technology

• 2004 – 2006 Phoenix-One Knowledge Institute, Ortigas Ave.,Mandaluyong City Professional Diploma in Information Technology

• 1999 – 2003 St. Martin Montessori School, Angono Rizal High School Diploma

PERSONAL BACKGROUND

Married, born on December 28, 1986.

References

Name Contact Information

Frances Asuncion

Manager - ADSS

White & Case Global Operations Center Manila LLP +639********* Sandy Manalang

Assistant Manager - ADSS

White & Case Global Operations Center Manila LLP +639********* Boots Eugenio

Senior Manager – Corporate Recruitment

L&T Int’l Group Phils. +639*********

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