Reynaldo Torillo III

Experience

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  Sitel

  Nov 2009 - Jul 2014

  • Directed team of 10 to 14 associates handling customer calls.• Managed customer escalations with calm demeanor and knowledgeable service.• Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.• Produced reports outlining information such as call duration and customer satisfaction levels.• Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees. Show less

  • Coach Apprentice

    Jul 2013 - Jul 2014

  • Quality Assurance Specialist

    Jan 2012 - Jul 2013

  • Mentor

    Dec 2010 - Jan 2012

  • Customer Service Representative

    Nov 2009 - Dec 2010
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  JPMorgan Chase & Co.

  Jul 2014 - Jul 2015

  Risk Management Analyst

  • Created, implemented and optimized rules to reduce bank's exposure to fraud.• Evaluated financial documentation such as credit reports, processing history and bank statements.• Used Microsoft Excel functions such as pivot tables, charts and reports to break down and analyze information.• Compiled and submitted regular reports to update senior management on operations and progress.

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  Wells Fargo EGS Philippines

  Aug 2015 - Jun 2020

  Tech Project Coordinator

  • Responsible for coordinating activities and resources in support of technical projects that impact multiple departments, systems and/or workflows with moderate to high risk and complexity or multiple projects simultaneously with lesser risk and complexity.• Created complex reports and spreadsheet trackers via Microsoft Excel/Office to highlight Program/Projects overall performance in terms of financials and KPI.• Ensures completion of assigned action items.• Identifies project/production issues and works with project team to provide solutions or escalates to avoid project delays.• Compiles and maintains project documentation and issues log.• Coordinates implementation activities within or across department(s).• Works with client groups to identify training needs and arranges and/or delivers training.• Works with project teams to document processes and procedures.• Monitors and/or enhances websites to host project documents, reports, and related information.• Serves as primary point of contact for project information and updates. Show less

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  Collabera Inc.

  Jun 2020 - Feb 2021

  Project Manager

  • Part of the team who spearheads the latest connectivity infrastructure (5G).• Led Proof of Concept Projects (Agile) that identify and test several use cases that will utilize 5G connectivity and create new revenue streams.• Defined project plans and timelines, managed workflow and personnel and achieved completion deadlines on or before schedule.• Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.• Coordinated complex contract administration, including defining project milestones and developing budget.• Handled continuous project monitoring and management, including developing forecasts, tracking expenses and approving payments.• Prioritized and organized tasks to efficiently accomplish service goals.• Serves as primary point of contact for project information and updates. Show less

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  WTW

  Apr 2021 - now

  • Managed Information Lead

    Jan 2024 - now

  • Business Operations Analyst (Data Analytics)

    Apr 2022 - Dec 2023

  • Senior PMO Coordinator

    Apr 2021 - Mar 2022