Joe Gem Reyes
UK Customer Representative
Pontypridd
Summary
A team-oriented and confident analyst with knowledge of the latest systems used in processing inquiries and information. A proud Cum Laude Graduate and currently taking up MSc Data Science at the University of South Wales.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
UK Customer Representative
Yango Deli
London
01.2022 - Current
- Prioritize and process customer's complaints via live chat or instant message.
- Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products
- Maintain thorough and accurate customer service records
- Keep confidential records and financial information private and secure
- Learn how to use database systems and technology to deliver great customer care
- Liaise with company suppliers to arrange collections, deliveries item repairs, correspondence and email management as needed
- Check product availability for customer orders
- Assist financial department with customers on security checks, accounting enquiries or flagged accounting issues raised by the customer
- Communicate with customers about their orders, including any delays or changes in delivery
Deals Desk Analyst
RingCentral
Manila
09.2018 - 09.2021
- Handles queries via Salesforce CRM thru cases
- Professional Services Statement of Work Auditor -, Management - Goes hand in hand with Sales, Technical Support and Legal for necessary details with the customer’s orders and contracts
- Assist in creating a quote for Small Business accounts, Mid Market accounts, Signature accounts and Enterprise accounts.
- Has handled accounts within France, Germany, US and United Kingdom.
Google Order Management Processor
Hindustan Computers
Taguig
03.2017 - 09.2018
- Handling deals using Salesforce CRM thru cases
- Billing processor, Invoices Consolidation and Audit Findings
- Trains new hires when new process comes - Troubleshoots problem with system and eventually create report for
- Worked with customers to understand needs and provide excellent service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Worked flexible hours across night, weekend and holiday shifts.
- Increased customer satisfaction by resolving issues.
Operations Staff
Bank of the Philippine Islands
Makati City
12.2012 - 03.2017
- Provides and prepares Statement of Accounts of clients within and outside the Philippines
- Routes faxed documents by clients to the correct department thru digital medium
- Assist clients with their bank transactions thru phone, emails, video chats or directly talking to them personally when they visit our office
- Process ATM and Credit Card Replacements
- It can be within their branch or inter-branch
- Screens client who are enrolled in our bank’s website for account access thru our website and mobile banking
Education
Master of Science - Data Science
University of South Wales
Treforest, United Kingdom 09.2021 - 09.2022
Bachelor of Science - Hotel And Restaurant Management
Universidad De Dagupan
Dagupan City, Philippines 06.2008 - 04.2012
Skills
Data ManagementCRM SoftwareKnowledge of Banking
Customer service orientation
Customer service-focused
Order fulfillment
Customer experience enhancement
Certification
Data Visualization for Data Analysis and Analytics, LinkedIn
Timeline
UK Customer Representative
Yango Deli
01.2022 - Current
Master of Science - Data Science
University of South Wales
09.2021 - 09.2022
Data Visualization for Data Analysis and Analytics, LinkedIn
08-2020
Fundamentals of Digital Marketing, Google Digital Garage
06-2020
ISO Management System Audit Techniques and Best Practices, Alison
05-2020
Deals Desk Analyst
RingCentral
09.2018 - 09.2021
Google Order Management Processor
Hindustan Computers
03.2017 - 09.2018
Operations Staff
Bank of the Philippine Islands
12.2012 - 03.2017
Bachelor of Science - Hotel And Restaurant Management
Universidad De Dagupan
06.2008 - 04.2012