Resume

Edwin Rey
Blk 90 Lot 9 phase 2, Golden City Subd., Brgy. Dila,
City Of Santa Rosa, Laguna
edwinrey.cloud@gmail.com
Phone: 09267609330

ABOUT MYSELF

To take on a customer service position in supporting the marketing and selling of BPO
services to clients for both front office and back office labor intensive operations.

EDUCATIONAL QUALIFICATION

● Information Technology (associate)

● System Technology Institute (2010-2012)
● H.S from Cabuyao National HighSchool 2000 - 2004

PERSONAL INFORMATION

Date of Birth: Dec. 23, 1986

Nationality: Filipino
Civil Status: Single

OTHER QUALIFICATION

● Knowledge in Computer MS-Excel, MS-Windows, MS-Office and well conversant

with Internet.
EXPERIENCE

TeleTech: March 2014 - March, 2017

Designation: Customer Service Representative

Key Accomplishments:

● Meet the Difficulties of customer queries.

● Motivating existing customers to use new & upcoming VAs.
● Achieving all types of targets.
● Handling the higher escalation calls. & 3G/4G enquiry calls.

Designation: Email Support/Subject Matter Expert

Key Accomplishments:

● Meet the Difficulties of customer queries via email.

● Handling the higher escalation emails.
● Take Responsibility of entering the floor.
● Meet at the daily service level and Answering level.
● Meet on floor AHT.
● Team Break Management.

Intern Supervisor

● Ensuring agents understand and comply with all call center objectives,
performance standards, and policies.
● Answering agent questions regarding best practice or difficult emails.
● Identify operational issues and suggest possible improvements.
● Monitoring and evaluating agent performance, providing learning or coaching
opportunities, and taking corrective action, if necessary.
● Preparing reports.
● Working with other supervisors to support agents and maximize customer
satisfaction.
Genpact: December 2020 to August 2021

Designation: Customer Service Representative

Key Accomplishments:

● Answer questions pertaining to all areas of loan servicing including payments,

taxes, insurance and analyze customer issues and recommending solutions.
● Knowledgeable about prepayments, payoffs, adjustable rate loans, credit
reporting, and lien perfection
● Processed escrow disbursements analyzed and maintained proper escrow levels,
and assisted with compiling data for audit requests.

Regards,
Edwin Rey