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Rey is a seasoned Community & Audience Building expert. He has outstanding expertise in Social Media and Customer Services which can drive and exceed customer or client's expectations. He is a great addition to the business because he has mastered providing second-to-none professionalism with the focus in maintaining customer centricity in all initiatives and interactions, thus always...
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Skills

Problem Solving Google Calendar Customer Excellence Customer Service Analysis Data Entry Email Management Project Management Analytical Thinking Social Media Management

Employment

  • Magic, Inc.

    2018

    Creative Solutions Specialist (On-Call/ Freelance)
    • Communicates with the users of an on-demand personal assistant service, provides high-end service online, and finds creative ways to get them what they want.

  • Uride

    2020 - 2021

    Rideshare Operations Manager
    • Acted as the main point of contact of rideshare drivers in terms of scheduling (similar to workforce management), dispatched trips to riders, whether real-time or scheduled rides, monitored road queues, answered customer support tickets and handled live chat sessions, and tended to orders for a Thunder Bay, ON-based grocery shopping and delivery service.

  • Balsam Brands

    2018 - 2018

    Customer Loyalty Specialist
    • Handled interactions for customers of a Christmas tree maker and helped provide exceptional customer service, including pre- and post-sales support.

  • Uber

    2016 - 2018

    Social Operations Response Team (SORT) Member
    • Actively monitored and engaged with all forms of social media for the company, particularly Facebook and Twitter.
    • Acted as one of the key contact points for social media queries, helped develop a response process, and engaged with potential and existing clients/ stakeholders.
    • Researched and administered social media tools on a daily basis in support of the client's social media strategy.
    • Communicated to the team and management on project development, timelines and results as a shift lead/ team point of contact (PoC).

  • Uber

    2016 - 2016

    Community Operations Specialist for ANZ L2
    • Responded to escalated queries of riders and driver-partners within the Australia and New Zealand (ANZ) region.

  • Zalora Philippines

    2015 - 2015

    Ticket Management Group Member
    • Monitored and evaluated Zendesk-documented agent interactions, provided feedback for opportunities and worked together with the Quality team in ensuring that processes were followed by agents.

  • Zalora Philippines

    2014 - 2015

    Customer Service Representative II
    • Addressed concerns of existing and potential customers and suppliers of a leading fashion-focused e-commerce retailer ranging from product inquiries, assistance in placing orders, providing order status, and post-sales support including returns requests and replacements for defective items, among others.
    • Made appropriate follow-up contacts with customers for resolution of their issues, using one-call resolution guidelines.
    • Took on other tasks and responsibilities aside from inbound interaction with customers that the supervisor assigns as necessary, i.e. making follow-ups with customers for out of stock items, checking on customer satisfaction after the order and delivery process, etc.
    • Ensured to maintain a balance between company policies and customer benefits in decision making, and at the same time continuously evaluates and identifies opportunities to drive process improvements that would provide a positive impact on customers.

  • Telepare Net Boost

    2012 - 2012

    Back Office Administrator
    • Ensured efficiency in managing the operational processes of Support Management, with the confidence to improve where necessary, and coordinated with the different departments in order to increase general efficiency and meet set targets.
    • Handled customer-oriented administrative records and tasks such as order verification, case/ email categorization and assignment to agents, follow-ups and checking of agent-assigned cases, payment recovery/ chargeback procedure, and mailing list maintenance.

Education

  • BA Social Sciences (Area Studies)

    1996 - 2003

    University of the Philippines Manila