RHYSHA MAY NUQUI
Tracy,CA
Summary
Results-oriented professional with a diverse background in call center management, operations, leadership development, sales and customer service. Proven to conceptualize, plan and manage successful action plans to address gaps and areas of opportunities. Additional experience in business development and customer service in shoe retail. Dedicated, well organized, highly communicative and detail-oriented.
Overview
20
20
years of professional experience
Work History
FC Associate
Amazon
08.2022 - Current
- Followed procedures at all times for personal and team safety.
- Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.
- Maintained compliance with company safety policies and called violations to attention of management.
- Evaluated merchandise for irregularities, flaws or damage prior to packing.
- Selected packing materials based on size, quantity and fragility of package contents.
Team Lead
Allbirds, Inc
06.2021 - 08.2021
- Worked effectively under pressure and with demanding performance targets to handle 10+ conversations per hour (phone/email/chat)
- Documented interactions in detail to keep records updated about customers' needs and implemented solutions and used combined experience, research skills, and communications expertise to maintain control of difficult calls
- Helped resolve product returns, responded to shipping inquiries and answered order status questions
- Engaged with customers to understand and resolve issues and answer product questions and used proven techniques to increase sales and promote high-value products.
- Documented production levels and materials used to keep management informed.
Leadership Development Manager
iQor Philippines Inc, Clark
03.2015 - 01.2019
- Created and designed training materials in line with learning management strategies and defined business objectives and used instructional design principles and adult learning
- Trained, monitored and evaluated instructors on their teaching abilities and success in improving employee knowledge
- Surveyed managers to assess changing needs and relevance of current training programs and monitor team leaders performance progress through 360 coaching sessions
- Set up weekly meetings with project leaders to resolve product issues affecting team performance.
- Collaborated with clients to define pre-development metrics such as average handling time, productivity, quality and customer satisfaction and more.
Business Development Manager
Noblelife International Inc
01.2015 - 03.2015
- Researched prospective accounts and companies, identifying company services and market presence in Phnom Penh, and developed proactive plans to penetrate said market
- Identified business opportunities and engaged clients to develop relationship and to educate prospects of value proposition of working with company
- Determined business development opportunities and implemented effective strategy for client acquisition.
- Contacted potential customers via telephone and email.
Operations Manager
Sitel Philippines Inc, Pasig
07.2007 - 12.2014
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Managed call center operations, working closely with senior management to develop and coach team leaders and agents
- Performed root cause analysis to determine key strategic action plans and decisions and presented data-driven recommendations to senior leadership
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Recruited, hired, and trained crew members on application of projects, customer relations, and customer service.
Customer Service Representative
Sykes Asia Inc
03.2007 - 06.2007
- Handled inbound and outbound communications from customers
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Legal Secretary
Picazo Buyco Tan Fider & Santos Law Offices
09.2005 - 03.2007
- Drafted letters and prepared legal correspondence for attorneys and legal assistants.
- Coordinated and scheduled meetings and telephone conferences.
- Photocopied all correspondence, documents and other printed materials.
- Received and disbursed incoming mail.
- Composed and revised legal documents, letters, depositions and court documents.
- Proofed documents and submitted to attorneys for review.
- Opened new client files and new matters in CMS.
- Mailed and arranged for delivery of legal correspondence to clients, witnesses and court officials.
- Processed summonses, subpoenas and complaints.
School Secretary and Receptionist
Yale Academy Korean Language
03.2005 - 09.2005
- Greeted guests promptly and consistently set professional tone with friendly assistance
- Shared information about office hours, procedures, and requirements to resolve walk-up and telephone questions
- Answered incoming office calls over multi-line system and answered questions, took messages, or transferred to desired extensions.
- Scheduled and confirmed appointments.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Processed payments and updated accounts to reflect balance changes.
- Sorted incoming mail and directed to correct personnel each day.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
Sports Continuity Writer
ABC Sports Company
01.2004 - 06.2004
- Reported real-time pre- and post-game coverage of sporting events.
- Interviewed players and coaches to provide fans with team insights.
- Monitored daily sporting events and issues to discuss and report pertinent news.
- Collaborated with sports reporters to generate new story ideas.
- Built valuable network of sports and broadcast professionals for interviews.
- Wrote feature, brief and breaking news pieces for print, radio and tv media about games, teams and players.
Education
Bachelor of Arts - Legal Studies
Lyceum University of the Philippines
Online Courses on Call Center Management | Power of One | Workforce Management | Six Sigma Essentials -
Sitel University
Skills
- Customer service
- Call center operations
- Project Management
- Process Improvement
- Quality Assurance and Improvement
- Sales and Marketing
- Issue resolution
- Business Development
- Team Supervision and coaching
- Leadership Management
- Leadership Training & Development
- Sales Promotion
- Product Tagging
- Motivated Team Player
- Correct Labeling
Timeline
FC Associate
Amazon
08.2022 - Current
Team Lead
Allbirds, Inc
06.2021 - 08.2021
Leadership Development Manager
iQor Philippines Inc, Clark
03.2015 - 01.2019
Business Development Manager
Noblelife International Inc
01.2015 - 03.2015
Operations Manager
Sitel Philippines Inc, Pasig
07.2007 - 12.2014
Customer Service Representative
Sykes Asia Inc
03.2007 - 06.2007
Legal Secretary
Picazo Buyco Tan Fider & Santos Law Offices
09.2005 - 03.2007
School Secretary and Receptionist
Yale Academy Korean Language
03.2005 - 09.2005
Sports Continuity Writer
ABC Sports Company
01.2004 - 06.2004
Bachelor of Arts - Legal Studies
Lyceum University of the Philippines
Online Courses on Call Center Management | Power of One | Workforce Management | Six Sigma Essentials -
Sitel University
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