Alex F. Reyes
About Alex F. Reyes
Alex F. Reyes serves as the Senior Director and Head of Customer Support at RingCentral in Manila, Philippines, a position he has held since 2021. With extensive experience in customer support and operations across various companies, he has implemented significant process improvements and achieved high employee satisfaction scores.
Work at RingCentral
Alex F. Reyes has been serving as the Senior Director and Head of Customer Support in Manila at RingCentral since 2021. In this role, he has focused on enhancing customer support operations and implementing various initiatives to improve service delivery. Prior to this position, he worked as the Regional Support Director for APAC and EMEA from 2018 to 2021. His contributions include reducing handover volume by 15% through the 'resolve at source' initiative and implementing a proactive support model that improved Net Retention by 3%. He has also improved escalation management by utilizing the RACI matrix of Operations.
Previous Experience
Before joining RingCentral, Alex held several key positions in various organizations. He was the Director of Service Operations at TTEC from 2017 to 2018. Prior to that, he worked at IBM as a Delivery Project Executive for 7 months in 2013. His career also includes significant roles at Sutherland, where he served as Program Manager, Senior Program Manager, and Business Director from 2006 to 2011. Additionally, he worked at Linksys in various capacities, including Operations Supervisor and Operations Manager, from 2003 to 2006.
Education and Expertise
Alex F. Reyes earned a Bachelor of Science in Mathematics from the University of Santo Tomas, where he studied Computer Science from 1997 to 2001. He further developed his leadership skills by completing a Masterclass in Leadership at CoachCom Inc in 2021. His educational background supports his extensive experience in customer support and operations management across multiple industries.
Achievements in Customer Support
During his tenure at RingCentral, Alex has achieved notable metrics in customer support. He led initiatives that resulted in a 30% reduction in contact volume through process improvements and automation. Under his leadership, the team achieved a Transactional Net Promoter Score (NPS) of 73. Additionally, he maintained an Employee Net Promoter Score (eNPS) of 74 with an annualized attrition rate of 21%, reflecting his commitment to employee engagement and satisfaction.