Joey Dela Cruz Reyes has over 15 years of experience in customer service roles in both the business process outsourcing and hospitality industries. He currently works as a technical support agent for Ringcentral, providing assistance to customers on IP phone systems, account configurations, and billing issues. Previously, he held roles with various BPO companies assisting customers with internet, TV, and phone technical issues. Reyes also has experience working in hotels and resorts, including positions as a butler, concierge, and food and beverage team leader. He aims to continue serving customers in a role that utilizes his training and background.

1. JOEY DELA CRUZ REYES
Block 120 Lot 11 Phase 1 Mabuhay City Paliparan Dasmarinas Cavite 4114
joey_valkyrie@yahoo.com
http://ph.linkedin.com/in/joeydelacruzreyes
Mobile No. 09087281507
OBJECTIVE
To continue the practice of my profession in a customer service institution, where I can be constructive of help
in accordance with my background, training and experiences.
PROFESSIONAL EXPERIENCES:
BPO Experiences:
ACQUIRE ASIA PACIFIC
Tech. Support – Tier 1
Ringcentral Inc. January 15, 2010 – up to present.
- Provides technical support to customers regarding configuration and installation of IP Phones ( Polycom, Linksys, Cisco,
ATA Adapters and 3rd
party IP Phones) Answering Rules, Company Greetings and general assistance to set-up
customer’s account.
- Handles Billing, account cancellation, retention and fraud issues
- Communicates with customer on the phone or via email correspondence to provide information and assistance on product
use, hardware or software issues.
- Knowledgeable of modern phone system procedures and methods including telephone communications, SIP configuration,
office systems and internet connections.
WEST CORPORATION
Tech. Support – Tier 1
AT&T U-verse 2/4/09 – 1/04 /10
&
SUTHERLAND GLOBAL SERVICES
Tech. Support – Tier 1
AT&T U-verse 10/4/08 – 2/05/09
- Provides technical support to customers regarding Internet connection ( hardwire and wireless connections) knowledgeable to
windows XP, Vista, W7 and MAC system
- Provides support for VOIP phone system, call forwarding, conference call, voicemail retrieval and call transferring.
- Provides support for HDTV and SDTV system. Ensure HD picture quality connections.
- Responds to customer’s requests for information regarding the status of reported incidents/tickets.
- Resolves customer issues on the first call/contact whenever possible without having to transfer caller
- Operates computer/on-line guidelines for the purpose of responding to customer inquiries on function or replacement of
defective device
- Ability to adapt to changing priorities and meet deadlines.
Other: Advance Contact Solutions - TSR – L1 Verizon HSIA 1 month only

2. Hotels and Resort Experiences:
Villa Opening Team AMANYARA AMANRESORTS
Northwestpoint, Providenciales British West Indies Turks and Caicos Island
10/2006 – 04 /2008 Butler
Opening Team HYATT HOTEL AND CASINO MANILA
1588 Pedro Gil St. Cor. M.H. Del Pilar Malate, Manila 1004
09/2004 – 10 /2006 Concierge Team
Leader
Opening Team FRASER PLACE MANILA
Forbes Tower Valero St. Salcedo Village Makati City 1200
02/2002-09/2004 Jr. Client Relations Officer
Opening Team OAKWOOD PREMIER AYALA CENTER
6Th
floor Glorietta IV Ayala Center Makati City 1200
10/1999-10-2001 F & B Team Leader
MAKATI SHANGRI-LA MANILA
Corner Makati Avenue Makati City 1200
11/1998-8/1999 F and B Server
MAX’S GROUP OF COMPANIES
Greenbelt Park Makati City 1200
04/1998-08/1998 Customer Relations Officer
HYATT REGENCY MANILA
Roxas Boulevard, Pasay City
10/1997-03/1998 Banquet Waiter
SEMINARS ATTENDED
Hyatt Hotel and Casino Manila
 Giving and Receiving Feedback E-Learning and Café
(Harvard Manage Mentor Plus)
 OPERA The Hotel Edition
 Service Excellence I, II, III and IV
 Occupational Healthy and Safety Hazards
 The Hyatt Look by Olen Lim
Fraser Place Serviced Residences
 EPITOME Hotel Information System
 5’S System of Good Housekeeping
 John Robert Powers ( Self Management and Skill Enhancement Workshop)
 The Filipino Art of Breakthrough Selling
 Manna Soft MS Power point Echo Training
 Core Values Workshop
 Bomb Detection Program
 Counterfeit Detection Program
 Effective Sales Presentation
 Presentation Skills
 Coaching for Service Excellence
 Customer Care Program

3.  Customer Care Sales Program
Oakwood Premier Ayala Center
 Effective Communications skills
 Personality Development
Business Process Outsourcing Trainings / Awards & Accolades
 Staff Right Solutions English Proficiency – General Electric Banking Services
 Grammar and English Training – Advance Contact Solutions
 Guthrie Jensen (Customer Sensitivity)
 Shangri-La Care 1 (The Shangri-La Way)
 Sutherland Global Services
- Top overall Agent WE1213 / December 2008
 West Contact Services
- Communication Skills Enhancement - English Proficiency
- NQD AWARD / August 2009
- ESCALATION AWARD / August 2009
- PERFECT ATTENDANCE AWARD / August 2009
- TACRIFT AWARD / April and August 2009
- AGENT OF THE MONTH / November 2009
- CSAT CHAMP of SEPTEMBER 2010 / 19 CSAT of 100%
AFFILIATION
METRO MANILA CHRISTIAN CHURCH – Manila Sector
EDUCATION
ASSOCIATE IN MARINE TRANSPORTATION
 Philippine Merchant Marine School
B.S. Marine Transportation – Associate 94-96
SECONDARY
 Philippine Air Force College of Aeronautics
GRADE SCHOOL
 Villamor Air Base Elementary School
PERSONAL BACKGROUND
Birth date December 4, 1977
Birth place Pasay City
Religion Christian
Civil Status Single
Height 5’8 Ft.
Weight 150 lbs.
Nationality Filipino
REFERRENCES
Ms. Jenny Angeles Villa Manager Amanyara, Amanresorts
jangeles@amanresorts.com (1) 649 941 8133
Loren Cabuwagan HR Officer Hyatt Hotel and Casino Manila

4. 245-1234
Mimay Dineros Team Manager Acquire Asia Pacific
6676806