Kristine Reyes

·    Manages and supports Learning Management System for CET, CORP, COTS and Healthcare Industries

·   Serves as the primary system administrator by providing 1st Level Technical Support to LMS end-users via phone or email channels

·  Escalate unresolved issues to the relevant department and tests resolution in UAT before deployment to production

·   Ensures that all cases are documented and resolved within the stipulated timeframe

·    Generate reports for management review or end-user request

·    Responsible for testing out new updates, course content and provides periodical feedback to the relevant department

·   Assists with data migration for client and create new user as part of the workflow

·    Responsible for the development, implementation, delivery, and maintenance of resources used for instructional functions

·   Familiarity with course design and development and assists with testing course content before system launching

·     Defining and managing user roles as requested by client or end user

·  Identifying any opportunities for process and quality improvements

·    Maintaining procedures to ensure the security and integrity of systems

·  Subject Matter Expert for relocation request of the following Residential Services: 

o Analogue and Digital Telephone Lines

o ADSL Broadband (Asymmetric Digital Subscriber Line)

o Fiber Optic Broadband 

· Coordinates with customers thru e-mail, inbound/outbound call or face-to-face interaction for the development of cases or complaints

·   Follow-up with key stakeholders, department/external contractors, suppliers to schedule or expedite deliveries and resolve shortages for telecommunication supplies

·   Checks the correctness of work orders raised by backroom based on the installation appointment of the Field Engineering Team

·  Directs and coordinates purchasing/procurement by managing inventory levels, stock verification and incoming product delivery schedules of telecommunication equipment required by the team

·  Revise work orders created by the system during technical issue as validated by the Field Engineers

·        Functions as an Assistant Team Leader and oversees day to day operations of the department in the absence of Team Leaders and Manager by supporting with management duties such as:

o assisting in implementing policies and procedures

o creating business e-mail to customers and stakeholders

o  generating daily and monthly team reports

o  updating department's Key Performance Indicator (KPI) records

o performing voice retrieval and systems checking to validate complaint calls

o organizing calibrations, presentations and department meetings

o  assigning action items to appropriate team members

o compiles and controls records/related files by updating electronic information systems, hard copies of customer with a strict accuracy in accordance with Singapore Privacy Act

o in-charge for the labeling and updating document titles and constantly checking central system and enhancing ways to make the process seamless

·  Provides and sources qualified leads and potential clients to the marketing and recruitment team from all advertising and job channels

·  Contacts former clients and establishing new clients to build portfolio of roles to fill thru email and/or phone

· Books job orders and project proposals as requested by new and existing clients

· Represents and markets candidate's skills set to prospective clients to gain job order and schedules interview and meeting between candidate, client and recruitment executive

· Weekly and monthly monitoring of sales productivity report and directly reporting sales output to the company Director and ensuring that marketing quota has been achieved as required by the business

·  Assists on human resources and administrative/clerical tasks such as accompanying candidates to Ministry of Manpower for work permit verification and medical examination fulfillment 

· Collecting documents from clients and companies for hiring completion 

Sales Compliance Analyst 

Operations, Quality and Compliance (January 2010 – June 2011)

· Reviews compliance on sales leveraging calls in accordance with the regulatory and legal requirements set forth by Citibank Australia (incl Bank of Queensland, Virgin MasterCard, Card Services and Credit Union Banks) by performing voice retrieval based on a random sample of confirmed sales offers (Insurance, Upgrade, Limit Increase, Balance Transfers)

·  Prepares daily/weekly/monthly MIS to consolidate and summarize irregularities and/or findings identified during the review and pro-actively reports errors for corrective action within 24 hours upon validation

·  Liaises directly with Supervisors and/or Sales Coaches to ensure that coaching, feedback sessions and appropriate action is taken to address any/all issues raised.

·  Corresponds with stakeholders and offshore managers by phone or email on business inquiries

· Calibrates calls upon call listening meetings with TeleSales Team in Citibank (Sydney), IBM and Citibank (Manila)

·  Participates in company testing and quarterly audit of processes for compliance purposes

Customer Service & Escalations Officer

Citiphone Operations & Technology (September 2007 – December 2009)

·  Assist on the inquiries of account holders & specializes on the following: 

o Credit Card accounts

o Personal Lending / Ready Credit accounts

o Wealth / Savings accounts

o Mortgage accounts

·   Facilitates VISA / MasterCard emergency card and cash advance requests within authority limit

·  Reviews and organizes requests for authorization approval / reversal as instructed by the merchant’s bank or authorization center and approves customer’s requests for daily withdrawal limit increase through bank

·   Acts as a nightshift supervisor by addressing complaints and presenting practical resolutions of strict compliance to standardized company policies and thorough product and process knowledge

· Monitor queue and updates daily service level statistics

·  Assists customers with online banking access and telephone banking inquiries

Telemarketing Officer

TeleSales and Acquisitions (May 2006 – September 2007)

·  Handles inbound and outbound calls to execute account health check campaigns developed by the Marketing Department to improve customer service

· Spearheaded pioneering batch to perform test calls for outbound campaigns that has been approved by the company and was successfully developed as a functioning unit for account health check programs

·  Receives inbound and executes outbound acquisition calls for new bank customers by proactively assisting prospective clients with the marketing information and suggesting products that will suit their needs based on their application eligibility

·  Organizes sales offer to customers who were pre-qualified for promotional campaigns

Account and Insurance Retention Officer

Customer Retention Unit (June 2005 - May 2006)

· Specializes in handling customers who opted for account closure and insurance cancellation

· Manages and resolves critical calls by acting as a relation officer who provided different options to satisfy customer’s concern

· Proactively assist clients in providing marketing information that the bank offered particularly special sales options and retention tools (Insurance, Upgrade, Limit Increase, Balance Transfers) 

Customer Service Officer 

Citiphone Operations & Technology (August 2004 – June 2005)

· Handles customers’ concerns regarding Citibank Australia accounts

· Ensures that the costumers’ issues were addressed promptly and efficiently 

· Promotes other bank products and card features to clients for sales purposes (Insurance, Card Upgrade, Limit Increase, Balance Transfers etc