Rheamae Belino

Versatile customer service professional with extensive experience in frontline support, quality assurance, Coach, Subject matter expert, and Team Leader. Proven ability to drive performance through data-based quality evaluations, targeted coaching, and effective team management. Skilled in optimizing call handling, improving CSAT, and meeting KPIs in fast-paced environments.

Adept at using CRM systems, performance analytics, and coaching strategies to boost productivity and enhance customer experiences.

Customer Service Representative at CONCENTRIX (2022-01 – Present)

• Handle inbound and/or outbound calls, emails, and chat messages.
• Provide accurate product or service information.
• Resolve customer issues, complaints, and requests within service guidelines.

Quality Evaluator at CONCENTRIX (2022-01 – Present)

• Review and score customer interactions based on quality guidelines.
• Identify strengths and areas for improvement in agent performance.
• Provide detailed and constructive feedback to agents and supervisors.
• Collaborate with trainers and coaches to address skill gaps.
• Ensure compliance with policies, scripts, and regulatory requirements.
• Track and report quality metrics and trends to management.
• Recommend process or script changes to improve customer experience.
• Conduct calibration sessions to align quality standards across evaluators.

Subject Matter Expert/ Coach at CONCENTRIX (2022-01 – Present)

• Deliver targeted coaching sessions to improve agent skills and meet performance KPIs.
• Assist in onboarding and training new team members.
• Monitor agent performance through live call listening, side-by-side coaching, and data review.
• Share best practices and updates with the team to ensure consistent service delivery.
• Support agents in achieving individual and team CSAT, AHT, and FCR targets.

Team Leader/Supervisor at CONCENTRIX (2022-01 – Present)

• Supervise daily operations of the team to ensure adherence to KPIs (CSAT, AHT, FCR, QA scores).
• Monitor and review agent performance through reports, call evaluations, and real-time dashboards.
• Conduct regular coaching sessions and performance reviews to develop skills and address gaps.
• Handle escalated customer concerns and resolve issues efficiently.
• Coordinate with other departments (Quality, Training, Workforce) to support operational goals.
• Prepare performance reports and present results to management.
• Motivate the team, foster engagement, and promote a positive work environment.
• Ensure team compliance with policies, scripts, and regulatory requirements.
• Support onboarding and training for new hires.

Bachelor of Science in Psychology – Pamanstasan ng Cabuyao (2020-01 – 2023-12)