Reggie delos Reyes

A detail-oriented and results-driven professional with over eight years of comprehensive experience in remote customer service, member success, and administrative support. I am a Business Administration graduate with a strong background in managing complex client interactions and driving operational excellence. My expertise centers on Customer Success & Escalation Management, process optimization, and proactive problem-solving to enhance customer experiences and deliver high-quality service.

My most recent experience includes serving as a Senior Member Success Associate at Function Health , where I led complex member inquiries across chat, email, and text , navigating ambiguous situations to provide timely and effective solutions. Previously, as a Senior Customer Service Professional for Canadian Health and Dental Benefits at Manulife , I owned and resolved complex member escalations and streamlined escalation processes, which resulted in improved resolution times and enhanced member satisfaction. My tenure also includes achieving an 85% First-Contact Resolution (FCR) rate at Results Companies and being ranked among the top 10% of agents for Quality Assurance (QA) scores at Convergys. I have significant experience managing high-volume inbound calls (80+ per day) , technical troubleshooting , and accurate data entry/management.

I am proficient across a wide array of tools critical for efficient remote work, including Intercom, Salesforce, Google Suite, Microsoft Office, Stripe, Slack, and various CRM/EMR systems (NextGen, Keona, Physician's Quanum). I operate with a continuous improvement mindset and a strong commitment to adaptability and resilience in rapidly changing environments. I am seeking a role in Customer Support or as a Virtual Assistant where I can leverage my proven ability to optimize processes, provide data-backed solutions , and deliver efficient, high-quality support to businesses and professionals.