Reginald Q. Hofileña

92A Dona Irenea Street, Irineville I Subd., Brgy BF Homes, Parañaque City 1700

0926 031 8937

[email protected]

Objective
To be a part of an organization where I can utilize my skills and experience as a team leader.

Education
Colegio De San Juan De Letran

BSBA Marketing

1995-2002

Benedictine Abbey School (San Beda Alabang)

1991-1995

Call Center Experience

TELETECH:

Sales Team Leader

Telstra Value Health Check / Hijack Sales

January 2016-present

Managing a team of 13 to 15 agents doing inbound consultative selling

Customer Service/ Sales Team Leader

Fairfax Media Australia

May 2013-January 2016

Managing a team of 22 agents handling customer service calls/emails and chat

SYKES MARKETING SERVICES:

Collections Team Leader

Credit Card Collections

Macquarie Bank

Nov 2011– April 2013

Managing a team of collectors for an Australian credit card account
Involved in skiptracing and collections email/SMS response approval
Knowledgeable in collections dialer strategies and reports.

Collections Team Leader

Credit Card Collections

Bank of America

January 2011 – Nov 2011

Managing a team of collectors for a U.S. credit card account

Subject Matter Expert

Credit Card Collections

Macquarie Bank

May 2010 – December 2010

Handling escalated calls
Providing resolution to clients’ concerns/issues

Subject Matter Expert

Mortgage Collections

GMAC Mortgage

April 2010

Assists the trainer in conducting training classes for new-hires

Escalations Officer

Mortgage Collections

GMAC Mortgage

February 2009-April 2010

Handling escalated calls
Providing resolution to clients’ concerns/issues

Collector

Mortgage Collections

GMAC Mortgage

August 2008-February 200

CONVERGYS:

Customer Service Representative II

Tier 2 customer service

Sprint/Nextel

September 2007-March 2008

E-TELECARE GLOBAL SOLUTIONS (Stream):

Customer Sales Associate I

Inbound/Outbound Sales

Sprint/Nextel

February 2007-August 2007

Training/Seminars

Attended
“Raising the Bar”

Customer Service Seminar

Banking and Financial Services Group

November 2012

Credit Card Collections

Macquarie Bank

Sydney, NSW Australia

May – June 2010

Industry Basics

Sykes U-learn

Leadership Basics

Sykes U-learn

Mentor Logistics

Sykes U-learn

Workforce Management Standards

Sykes U-learn

Sykes Leadership Advantage

Sykes U-learn

Awards/Recognition

(Telstra)
Q1 Top Sellers Club

Top Team Leader

Q2 Top Sellers Club

Top Team Leader

Q3 Top Sellers Club

Top Team Leader