Customer Service Representative

Jennelyn S. Reyes

********.*******@*****.*** • linkedin.com/in/jennelyn-reyes-61b605ab/ • Camrose, AB • 780-***-**** Profile Summary

Customer Service Representative with over 6 years of experience in telephone customer service, including sales, tech support and customer care in banking industry. Familiar with major customer service software, conflict resolution, problem solving, exhibits a positive attitude, ability to adapt in a fast-paced environment and to multitask. Energetic, talented, and driven professional with strong passion for delivering unparalleled first-rate client service and maintain excellent relationships that encourage client retention. Versatile specialist with verifiable track record of running successful operations that nurture and grow business, cut costs, and maximize profits. Possess experience and initiative to further bolster business commercial success. Aiming to use my skills to effectively fill the Client Service Representative role in your company.

• Administrative Support

• Corporate Structure Acumen

• Team Supervision &

Development

• Business Development

• Customer Relations

Development

• Innovative Marketing Strategies

• Database Management

• Relationship Building

• Complaint Resolution

Career Experience

Corporate Administrator, Fujairah Holding, Fujairah, UAE 3/2017 to 1/2019 Supported HR Manager in recruitment staff orientation, on-boarding and training, seminars contacting and setting up interview schedules, process request salary certificate, and employment certificates. Engaged medical insurance provider to register new staff, leavers, claims and cancellation of policies. Oversaw all administrative office support functions. Prepared reports, transcribed meeting minutes, prepared presentations and correspondences, and official documents. Managed data entry and updated employees’ information on HR software system. Served as liaison and first point of contact for visitors; exercised professional courtesy.

• Designed PowerPoint manual on use of HR system (HRIS) and mypayfriend for managers, Heads of Department and administrators of other companies under same group.

• Proficiently trained two administrators whilst undergoing company expansion – ensured they focused on company policies and minute details thoroughly.

• Successfully undertake tasks of other administrators in other companies under the group in their absence, significantly reduced work backlog.

Telemarketer, Abu Dhabi Commercial Bank, Dubai, UAE 3/2015 to 2/2017 Addressed complaints and provided impactful solutions and ultimate resolution. Contacted forethought customers, effectively sold bank products. Championed and preserved bank call quality standards by promoting professional and courteous client conduct. Evaluated existing processes to improve business needs and audit purposes incessantly. Observed stringent compliance on documentation organization as per policy norms.

• Consistently achieved and surpassed monthly targets set by management by utilizing cross- selling opportunities through telesales.

• Recognized as top performer; boosted team sales, accomplished monthly individual targets and effected team's targets

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Jennelyn S. Reyes

P a g e 2

• Attracted distinguished customers to bank – resulting in leads to quality references and subsequent lucrative business for bank.

Call Centre Agent, Emirates NBD, PJSC, Dubai, UAE 5/2012 to 2/2015 Organized and focused on SME, Priority and Private banking customers. Engaged with different bank departments to resolve and fulfil service requests. Assessed and resolved customer issues and concerns surrounding bank’s products and services, including credit cards, accounts, loans, and online banking; escalated issues to rightful department if need arose. Directed banking transactions and cross-selling tasks. Spearheaded extensive promotional activities.

• Received successive awards for being top monthly performer; acknowledged client appreciation for delivery of unparalleled service.

• Guided new personnel whilst superintending floor walker or subject matter expert responsibilities. Specialist, Quality Assurance, Aegis Services Inc., Philippines 6/2011 to 4/2012 Led side-by-side and remote transaction monitoring activities of agents and supervisors taking live calls. Monitored calibration certification, facilitated regulation with other evaluators. Assisted in training new and existing staff with QA processes and customer service delivery, provide prompt feedback to QA Supervisor. Directed floor-walking and coaching activities for agents during nesting phase. Complied with quality policies and procedures to meet internal and external expectations and standards.

• Conducted QA coaching sessions to new staff – resulting in reduction of compliance errors and improved delivery of quality calls and customer service. Customer Service Representative, Aegis Services Inc., Philippines 9/2009 to 5/2011 Managed customer service, technical support, and sales calls and emails for an American-based company client. Identified additional business opportunities during campaigns, such as selling to additional and alternative prospects. Compiled and documented cross-selling and up-selling information and client information updates. Assessed customer requirements and presenting appropriately to make a sale.

• Received successive awards for being top performer; acknowledged client appreciation for delivery of unparalleled service.

• Piqued client attraction to our services and products; delivered bespoke top-notch customer service for Financial Corporation.

Volunteer Experience

Emirates NBD Volunteer Program Dubai, UAE July 2013 Organized, assisted and distributed meals to workers at different Labor Camps during the month of Ramadan

Education

Bachelor of Arts: English (Major)

Polytechnic University of the Philippines, Manila, Philippines Technical Proficiencies: Microsoft Office Suite, Oracle CRM/Seibel, Vision Plus, Base 24, Finacle, Me Tracker, Back Office, Me Mobile, FinnOne Neo, WMS, LAPS

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