2010
Bachelor of Science in Hospitality Management
Asian College of Technology
My Path to Professional and Personal Fulfillment
My name is Rena F. Santos, but most people call me Reen. I am 31 years old and currently live in Mabalacat City, Pampanga. I am in a committed relationship and a proud mother of one.
I spent over two years in the BPO industry, starting as a call center agent for six months before being promoted to Product Ready Trainer. After another six months, I advanced to Trainer II, where my responsibilities expanded to supervising agents and training new hires, product trainers, and team leaders.
One of the highlights of my career was collaborating with fellow trainers to launch a new account. I was entrusted with leading the first wave of the project, which involved developing training materials, conducting sessions, and ensuring a smooth onboarding process for agents. My contributions to the Training and Quality Department allowed me to make a meaningful impact on the organization and the people I trained.
Balancing my career with my responsibilities as a mother and partner has shaped me into a resilient and dedicated professional. I take great pride in the positive influence I’ve had on my trainees and continue to be passionate about helping others grow and succeed.
My Skills and Competencies
Data Entry
Content Creation
Research Skills
Communication
Multitasking
Accuracy and Attention to Detail
Data Organization
Confidentiality
Time Management
Typing Speed and Proficiency
Certificates
My Experience and Education
2020
-
2023
Concentrix San Lazaro, Sta. Cruz Manila
(Trainer II)
Responsible for developing, implementing, and delivering training programs for new and existing employees. This role involves creating training materials, conducting training sessions, facilitating onboarding and providing ongoing support to enhance employee performance and ensure adherence to company standards.
2018
-
2018
Teleperformance Vertis North, Metro Manila
(Customer Service Representative)
• Updated account information to maintain customer records.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
2018
-
2018
SITEL Baguio Philippines, Baguio City
(Customer Care Representative)
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions. Answered customer telephone calls promptly to avoid on-hold wait times.
• Assisted call-in customers with questions and orders.
• Resolved concerns with products or services to help with retention and drive sales.
My Services
Calendar Managent
The process of scheduling, organizing, and prioritizing meetings, tasks, and events to optimize time and productivity.
Lead Generation
Identify target audience, run marketing campaigns, collect contact details, qualify leads, and convert them into sales.
Data Entry / Web Research
Search the Internet for information on a wide variety of topics.