Blank Year
Bachelor in Business Teacher Education
Polytechnic University of the Philippines
GET TO KNOW ME
Hola! Future Partner,
As early as now, I am already thrilled that you looked forward to knowing me.
You can call me RINA, one of the Modern Millenial Mommy here in the Philippines. The land of beautiful beaches and the most hospitable people in the world. I spend my time playing with my daughter, doing household chores, upskilling, attending training, and watching animes.
I started as an educator, then worked for 8 years in the Business Process Outsourcing Industry. I've worked professionally with various foreign clients and have taken numerous training to improve my abilities and develop my professional capacity.
During this modern era, I decided to take a leap of faith and further broaden my horizon. During and after the pandemic, I had a lot of realizations. One of these is life is truly short, so dream big, take risks and make it happen.
If you are wondering why I'd say, PARTNER? It's because I am not just looking for employment or a "client." I am looking for someone with who I can work hand in hand toward success. Because after all the changes that had happened due to Covid, we can all complain about it or grind
—I chose to GRIND!
Certificates
PROFESSIONAL EXPERIENCE
2021
-
2022
Concentrix-Exxa
(Sales Specialist)
APPLE
-Maintained a high level of knowledge and understanding of product features, services, marketing promotions, and special offers.
-Ensured that 90% of sales attainment is met monthly by offering the best products based on customers' needs.
-Successfully maintained high-performance standards ranking as a top representative each month (STAR recipient).
-Building rapport and maintaining customer relationships to gain trust and future business.
2020
-
2021
Concentrix-Eton
(L3 Escalations)
APPLE
-Educated L1 and L2 specialists on how to resolve customers' issues by referring them to knowledge base articles, engineer’s forums,
or customer-facing websites, ensuring that they are hitting the 94%customer satisfaction by the end of the month.
-Took over escalation calls to ensure customers were satisfied with the resolution given by the specialist, whether it is information presented for educational purposes, a product replacement, or a monetary reimbursement.
-Coordinated with Site Engineering team pending cases, no workaround given or an indicator of a known program or device defect, ensuring Apple’s Resolution is above 97%.
-Assessed billing disputes ensuring that customers’ payment details are not compromised, their consumer law right is followed based on the country, and monetary reimbursement is not exceeding Apple’s threshold.
2019
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2020
Quantrics
(Subject Matter Expert)
BELL CANADA
-Co-facilitate with Team Leads in guiding, educating, and equipping nesting agents until they reach the production floor with remarkable
scores upon graduation.
-Collaborated with the Training Team to work on needed modules, lesson plan revisions, coaching analysis, and producing new training
materials to ensure 100% success and graduation rate.
-Consolidated records and statistics on a day-to-day basis to be reviewed by Team Leads and OperationsManagerto execute needed
adjustments to ensure Goal Metrics are met by the end of the month.
2017
-
2019
VXI Global Holdings Inc.
(Sales Associate)
AT&T
-Offered and sold products for home television, internet connectivity, residential home phones, and cellular devices, reaching the target of $1000 per day.
-Provided T1 basic technical troubleshooting, including scheduling technician appointments and enhancing Call Continuity due to less transfer and hold time.
-Established post-sales support by reprocessing incorrect, undelivered, and damaged products.
2016
-
2017
Afni Philipines
(Learning and Development Trainer)
SPRINT and VERIZON
-Conducted product refreshers and product launch with all the floor agents, including training agents and the operations team, to ensure successful information dissemination and 100% completion rate by the deadline provided by the client.
-Deliberation with Operations Manager, Team Leads, Quality and Training Team regarding scores evaluation. Call listening to identify specialist behaviors, product and process formulation, and process implementation, ensuring a seamless transition of agents from Training to Production, reaching success by the end of the month.
-Equipped Abay agents before reaching production by providing timely coaching sessions, floor support, product discussions, examinations, and engaging activities that will make them informed and confident about the product they are supporting before taking calls.
2015
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2015
Convergys
(Technical Support Specialist)
AT&T
-Performed advanced troubleshooting for issues associated with home television setup boxes, residential home phones, internet
connectivity including laptop configurations, and cellular cases not just limited to network coverage. Technician dispatch included.
2012
-
2014
SPI GLOBAL
(Sales Representative)
1-800-FLOWERS
-Performed advanced troubleshooting for issues associated with home television setup boxes, residential home phones, internet
connectivity including laptop configurations, and cellular issues not just limited to network coverage. Technician dispatch included.
SERVICES OFFERED
Customer Service
Provide excellent customer support to prospective and existing customers.
Social Media Management
Cultivate your online media presence, facilitate customer service, and manage projects and campaigns.
Data Entry
Accurately and efficiently encode all data that needs organizing and recording.
Executive Virtual Assistance
Efficiently handle your scheduling, organization, and administrative tasks.
Testimonials
Ken De Villa
It was an honor working with Rina she’s very dedicated, self-motivated and very reliable.
She consistently gave 100 percent effort to the team and played a significant role in ensuring that we are hitting our sales target all the time.
Pierre San Jose
Hardworking, always on time, dependable, and someone you can go to when you need help with work-related matters. 10/10
Allen Toledo
Very diligent and serious at her work. We were on the same department for almost a year and all throughout her tenure in our position, she worked in a very professional manner.