Open to opportunities

Reyman Doruelo

@reymandoruelo

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Customer service professional with over 12 years of experience.

United Kingdom

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What I'm looking for

I am looking for a role that values customer experience and offers opportunities for growth.

With over 12 years of experience in customer service, I have honed my skills in effectively supporting customers while representing my company with professionalism. Currently, I am a Customer Service Representative at TTEC Solution UK Ltd., where I manage high volumes of calls and emails for eBay, resolving complex customer issues and collaborating with internal teams to enhance service delivery.

Previously, I served as a Team Leader at Accenture Philippines, overseeing customer service for ALINTA, an Australian energy provider. My journey began as a Customer Service Representative, and through dedication and performance, I was promoted to Subject Matter Expert and eventually Team Leader. In these roles, I focused on coaching team members, streamlining processes, and improving performance, which led to significant enhancements in customer satisfaction.

I take pride in my ability to remain calm under pressure and find practical solutions that benefit both customers and the company. My approach is rooted in empathy and active listening, ensuring that every customer feels heard and valued. I am eager to bring my experience and mindset to a new opportunity where I can contribute to a team that values customer experience as much as I do.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Associate– eBay

Current

TTEC UK

Jan 2022 - Present (3 years 5 months)

Provided front-line support for eBay members, resolving a wide range of inquiries via phone, email, and chat related to transactions, accounts, disputes and site policies. Served as a key decision-maker in adjudicating member-to-member disputes, balancing policy adherence with empathy and fairness. Collaborated with team leads and management to enhance service strategies and improve customer exper

Empathy Attention To Detail In Policy Interpretation And Application

Team Leader

Accenture Philippines

Jun 2013 - Aug 2021 (8 years 2 months)

Progressed from Customer Service Representative to Subject Matter Expert & Team Captain, eventually becoming a Team Leader for an Australian energy provider, ALINTA. Led coaching sessions, developed action plans for performance improvement, and streamlined processes to enhance team efficiency and service delivery. Contributed to initiatives aimed at improving customer satisfaction and team morale.

Leadership Coaching Performance Management Process Improvement Customer Service Conflict Resolution Data Analysis Communication Team Building

Education

Degrees, certifications, and relevant coursework

Ramon Magsaysay Highschool

High School Diploma, General Studies

Completed secondary education, focusing on a broad curriculum of academic subjects. Developed foundational knowledge and skills across various disciplines.

San Vicente Elementary School

Primary Education, General Studies

Completed primary education, building fundamental literacy and numeracy skills. Engaged in a basic curriculum to establish core academic foundations.

Polytechnic University of the Philippines

Bachelor of Science, Business Administration major in Marketing Management

Studied Business Administration with a major in Marketing Management. Gained foundational knowledge in marketing strategies, consumer behavior, and business operations.