SUSANA ARLYN B. REYES

City Address : **** B Kalayaan Avenue cor Harvard Brgy Pinagkaisahan

Makati City

Provincial Address : 234 J Reyes St Talisay Sorsogon City, Sorsogon

Contact no : 092********

E mail add : adi32x@r.postjobfree.com / adi32x@r.postjobfree.com

POSITION APPLIED :

SUMMARY :

More than 6 years in Telecommunications company, consistent in hitting monthly and year to date target of the assigned business center and responsible for the over all Sales and Operations of the branch.

More than 9 years experience in banking industry particularly Credit cards and Customer Service focusing in Inbound, Outbound, Support and Quality Assurance functions of the Call Center.

Almost 20 years in Sales and Marketing. With experience in Outbound and Inbound telesales, Retail Banking and Retail Sales

More than 16 years in Customer Service industry with exposure to International accounts and local bank Customer Service campaigns.

One year Bank Branch Operations and Retail Banking Sales Experience.

One year teaching experience.

ELIGIBILITY

Passed Professional Civil Service Examination, November 08, 1998

Passed Subprofesssional Civil Service Examination, December 14, 1996

EMPLOYMENT HISTORY :

MAY 28, 2013- OCTOBER 31, 2019 DIGITEL MOBILE PHILS INC ( SUNCELLULAR – PLDT Group of Companies )

BRANCH MANAGER –SORSOGON CITY BRANCH

Achieves sales target and objectives through effective planning, setting sales goals, analyzing data on past and future performance

Actively prospect for new customers within area / segment of responsibility and maximize successful close of opportunities via field selling, cold calls and marketing presentation.

Sales forecasting and setting the direction of the day to day marketing activities to make sure we achieved key account targets ( Sun postpaid, Sun Broadband, Smart Broadband, Prepaid sims, Paymaya, PLDT Wireless) in terms of volume and total amount in the assigned area.

Take the lead in the implementation of projects, sales programs,blitzes that will increase sales

Prepares accurate weekly and monthly actual sales report and forecast to be submitted to the management.

Responsible for the over all operations and management of the assigned business center.

Manage existing accounts and develop long term satisfaction and loyakty to the company through establishing a strong relationship.

Provides daily management and leadership to a team of sales, customer service and operation personnel by coaching them in all areas of operations to achieved planned targets.

February 21, 2005 – May 27,2013 EASTWEST BANKING CORPORATION

SEPTEMBER 1, 2012 – MAY 27, 2013 BUSINESS DEVELOPMENT SALES OFFICER

EastWest Banking Corporation Naga Branch

Retail Banking Division

Responsible for the development of new customers and to increase volume of Low-cost deposit (CASA) .

Recommends marketing campaigns/strategies/ promotions with the aim of increasing market share.

Markets the various consumer assets, liabilities, trade finance and other bank services, conduct joint customer calls. Emphasis is on account and expansion within the branch target market.

Develops familiarity and establish meaningful presence/position with the target market.

Prepares and submit accurate, relevant and timely sales activity tools. Accumulates and assimilates date on the economy, competition and branch local market. Obtains adequate information on existing and prospective

branch clients which are necessary inputs in making sound credit and pricing judgment.

SEPTEMBER 10,2009 – JAN 31, 2012 QUALITY CONTROL OFFICER

EastWest Banking Corporation, Contact Center Division

System Support and Special Projects Dept, Quality Control Unit

Responsible for creating Quality Assurance and Control measures for the Call Center Department.

Updates the policies and procedures if a change arises.

Examines agent output and/or execution of prescribed processes through monitoring, review and evaluation to ensure compliance to established standards by identifying errors and non – compliance to prescribed processes.

FEBRUARY 1,2008- SEPT 9,2009 Quality Assurance Officer

EastWest Banking Corporation, Retail Credit Division

Customer Service Dept, Quality Assurance Unit

Inbound CSR Evaluation and Coaching – includes barging, evaluation and coaching of Inbound CSR’s.

MIS Responsibilities – includes coordination with the USER admin Department for Access and Systems issues. MIS report on IVRS, Daily Call Barge and other Day 2 maintenance. Error Tracking includes monitoring of resolutions.

Special Projects – includes projects launched for the Credit card Division particularly the AIG Integration ( System and Policies), UAT and implementation of Nortel Telephony for the Call Center, Asccend UAT and implementation Activities, IVRS updates/ Revision etc, IVRS checking and monitoring, Reversal Clean up Project, Hold SOA Project.

Training – includes Call Simulation of Trainees, Refresher courses, Assisted and participated in AIG Integration Training, Nortel Training, Systems training for CSR’s, TL’s, Supervisor, Authorizations Dept and AIG employees.

Day 2 Review of maintenance done. Matches and analyses the reports generated by the system and reports findings.

SEPTEMBER 1 2005 – JAN 31,2008 CUSTOMER SERVICE SPECIALIST – Support Unit

EastWest Banking Corporation,

Retail Credit Division, Customer Service Dept

Process and evaluates reversal request such as annual fee, late charges and finance charges if approved to the existing policies of the bank

Mainly responsible for answering Channel facilities such service@eastwestbanker, cards@eastwestbanker and txt connect inquiries, request and complaints

Handles processing of marketing promos such as Balance transfer, Insta Cash, Tuition Buddy and Convert to Installment .

Responsible for handling and processing supplementary request, Increase in Credit limit request, Dispute, misposted / unposted payments, reversals of penalty charges and overpayment refunds .

FEBRUARY 21,2005 – AUG 31,2005 CUSTOMER SERVICE SPECIALIST – Inbound Unit

EastWest Banking Corporation

Retail Credit Division, Customer Service Dept

Responsible for answering phone – in inquiries, questions, request and complaints about the bank products and services from external and internal clients.

Mainly responsible for giving valid and accurate information in answer to clients, queries, request and complaints.

Resolved various clients concerns regarding the bank’s numerous products.

JULY 17, 2002 – FEB 21, 2005 CUSTOMER SERVICE ASSOCIATE

TOUCH ASIA CONTACT SOLUTIONS

Outbound Call for American Diabetes Association Campaign

Convince clients to participate in the American Diabetes Association volunteering campaign.

Inbound Customer Service Campaign for Unionbank of the Phils.

OCTOBER 13,2000 – JUNE 23,2001 QUALITY ASSURANCE STAFF

SPI TECHNOLOGIES INC

Responsible for the inspection of project preliminary, paid test and live files based on client specifications and standard.

Implements final quality assurance check on outgoing files, after edit, modification, validation and output program processing.

JUNE 1999 – MARCH 2000 INSTRUCTOR

ANNUNCIATION COLLEGE OF SORSOGON

Handles Science related subjects such as Biological Science, Chemistry, Environmental Management and Physical Science.

EDUCATION

BACHELOR of SCIENCE in BIOLOGY

BICOL UNIVERSITY COLLEGE OF ARTS AND SCIENCES

1994 – 1998

Secondary : SORSOGON STATE COLLEGE ( Formerly known as Sorsogon College of Arts and Trades )

THIRD HONORABLE MENTION 1990-1994

MAJOR TRAININGS ATTENDED :

COMPREHENSIVE REAL ESTATE SEMINAR

Urban Institute of Real Estate October 31- January 30, 2016

TESOL CERTIFICATE

Claret School of Quezon City, November 23 –December 15, 2019

STORE MANAGEMENT TRAINING

Smart Communications Inc July 8, 2017

PRO ACTIVE SELLING

EastWest Banking Corp October 17-19, 2012

BASIC BRANCH OPERATIONS

EastWest Banking Corporation November 13 – 23, 2012

QUALITY SERVICE MANAGEMENT WORKSHOP

EastWest Banking Corporation October 13-16, 2009

ANTI MONEY LAUNDERING ACT TRAINING

EastWest Banking Corporation November 4, 2009

EFFECTIVE BUSINESS WRITING WORKSHOP

EastWest Banking Corporation August 2-3, 2011

EFFECTIVE ORAL COMMUNICATION WORKSHOP

EastWest Banking Corporation August 4-5, 2011

SIGNATURE VERIFICATION AND FORGERY DETECTION SEMINAR

EastWest Banking Corporation / NBI November 15, 2012

COUNTERFEIT MONEY DETECTION SEMINAR

EastWest Banking Corporation / NBI November 22, 2012

CMS DAY TRAINING AND CMS CERTIFICATION EXAM

EastWest Banking Corporation March 2, 2013

PERSONAL DATA

Age : 42

Civil Status : Married to Jose A. Reyes

Date of Birth : November 10, 1977

Place of Birth : Sorsogon City

Father : Armando Ballador

Occupation : Businessman

Mother : Evelyn S. Ballador

Occupation : Businesswoman

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