Richard C. Perez

C

Customer Service Associate

Conduent Business Services Phils Inc.

Feb 2026 - Current (8 months)

• Optimized caller interaction quality, resulting in a commendation during the first week of nesting.
• Analyzed customer feedback to drive performance, achieving CSAT champion status for consecutive months.

C

Sr. Service Desk Analyst

Concentrix CVG Philippines Inc.

Jun 2024 - Dec 2025 (1 year 7 months)

• Leveraged diverse training across 4 LOBs to enhance cross-functional support capabilities.
• Established a new data-driven record for ticket processing volume within a single shift.
• Analyzed KPI metrics to secure the top agent rank for the LOB during the initial production month.
• Selected by client to handle cross training and Nesting support for new hires on my third month of being in Production
• Promoted to Sr. Analyst on my fourth month

C

Sales Associate

Concentrix CVG Philippines Inc.

Feb 2024 - May 2024 (4 months)

• Optimized sales techniques to close 4 sales within the first two days of live customer interactions.

Results Associate

ResultsCX

May 2023 - Jan 2024 (9 months)

• Leveraged customer behavioral insights to secure positive feedback on the first day of operations.
• Exceeded operational KPIs, becoming one of the first agents to receive performance-based incentives.

Real Estate Virtual Assistant

Scale Virtually

Mar 2023 - Apr 2023 (2 months)

• Analyzed and completed comprehensive training in Real Estate Sales, Investments, and Property Management.

H

Process Associate

HCL Technologies Phils Inc.

Aug 2022 - Dec 2022 (5 months)

• Leveraged technical expertise in HTML, CSS, JS, and REST API to support developer operations.
• Automated triaging processes for issue management, eliminating manual review of spam and improving efficiency.

I

Compliance Officer / Conversion Optimizer

INO LLC

May 2021 - Sep 2021 (5 months)

• Optimized company resources that were stuck in limbo; restoring a suspended Google Merchant Center account, ensuring optimal ad visibility.
• Automated real-time reporting by linking Google Analytics to Google Data Studio for data-driven monitoring.
• Leveraged Klaviyo to automate email marketing workflows and enhance customer engagement.
• Analyzed Hotjar data to identify conversion drivers and overhaul customer behavior review procedures.
• Optimized the checkout process through data-driven modifications, increasing conversion rates by 50%.

Tier 3 Deputy / Tier 2 Specialist

Concentrix

Nov 2019 - Jul 2022 (2 years 9 months)

• Facilitated cross-functional communication between T3 and global T2 teams to resolve complex issues.
• Led a specialized support group of Tier 2s and SMEs, focusing on process improvement and KPI attainment.
• Analyzed software bugs in coordination with Engineering to facilitate technical resolutions.
• Collaborated with Product Management to optimize and streamline global support workflows.
• Established an integrated data-driven management system that expedited bug confirmation and workarounds.
• Consistently ranked as a top-performing specialist through data-driven performance metrics.

Global SME

Concentrix

Nov 2018 - Nov 2019 (1 year 1 month)

• Automated emerging issue tracking to facilitate rapid bug filing and technical resolution.
• Optimized the customer experience by formulating data-driven workarounds for emerging issues.
• Established cross-functional processes for SLA management, ensuring account profitability and target attainment.
• Recognized as a Top SME through consistent adherence to performance metrics and KPIs.

Subject Matter Expert

Concentrix

Nov 2014 - Nov 2018 (4 years 1 month)

• Optimized work processes and developed global standards for problem handling and resolution.
• Coordinated directly with clients to drive continuous process improvement across operations.
• Recognized as Unsung Hero for high-impact contributions to organizational process improvement through analytical achievements.

D

Business Development Officer

Dovetail Ventures Asia Inc.

Jul 2014 - Feb 2015 (8 months)

• Analyzed market penetration data and built cross-functional sales teams to optimize market share.

Senior Technical Support Specialist

Convergys Philippines Services Corporation

Nov 2011 - Apr 2014 (2 years 6 months)

• Leveraged technical expertise to consistently exceed major KPIs and operational metrics.

K

Customer Service Representative

KGB_Philippines

Jul 2010 - Nov 2011 (1 year 5 months)

• Optimized call processes and acceptance ratings through data-driven coaching and performance monitoring.

S

Management Systems Analyst

Sagara Metro Plastics Industrial Corporation (SMPIC)

Aug 2007 - Jul 2010 (3 years)

As Analyst:
• Pioneered changes to the software infrastructure that saved the organization an estimated Php 2M per year in licensing costs
• Introduced improvements to production processes that expedited molding die change times, improved material yield and reduced both molding die problems and maintenance costs
• Reviewed both production and administration processes and suggested improvements as deemed necessary
As Trainer:
• Performed training needs analysis on an organizational level
• Conducted various trainings on a wide spectrum of topics such as: quality management, environmental legislation compliance, statistical process control and measurement system analysis, among others
• Designed training man

S

Production Operator – Plastic Parts

SMPIC

Nov 2005 - Aug 2007 (1 year 10 months)

• Led a production improvement team to analyze and optimize manufacturing workflows.

S

Production Data Clerk

SMPIC

Jun 2005 - Nov 2005 (6 months)

• Automated production data tracking to optimize report generation and process improvement workflows.

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Richard C. Perez

About

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