AIZA
CRUZ
BACK OFFICE
OPERATIONS SUPPORT
PROFESSIONAL
10
3
YEARS BPO
EXPERIENCE
YEARS TEAM LEAD
EXPERIENCE
SKILLS
Being Team Lead for 3 years, this has
given me the chance to develop the
following
Performance Evaluation
Coaching and Mentoring
Business Reporting
Performance Monitoring
Training
Process Mapping
Process Documentation
WORK EXPERIENCE
SENIOR ORDER MANAGEMENT SPECIALIST
BRADY PHILIPPINES DIRECT MARKETING INC,
FEBRUARY 2016 - OCTOBER 2017
Subject Matter Expert for all team escalations and complex
order resolution
Delegated day to day tasks
Tracked SLAs and productivity progress
Escalated inefficiencies to support process improvement
initiatives
Prepared daily, weekly, and month-end reports
Provided training to new hire Order entry reps
CUSTOMER MASTER & ORDER
MANAGEMENT REPRESENTATIVE
BRADY PHILIPPINES DIRECT MARKETING INC,
APRIL 2012 - 2016
Maintained customer accounts
Entered orders, created quote
Reviewed and released order blocks
Maintained internal Customer Service mailbox
Provided flexible support for team members and other teams.
TEAM LEAD
CAPGEMINI FS - BPO
NOVEMBER 2009 – MARCH 2012
Created process documents for all NFS-BPO teams.
Prepared month-end reports.
Monitored vacation and sick leaves for all NFS-BPO teams.
(123)Monitored- calls
•-and
did
rootCountry
cause 12345
analysis for the call
123 Anywhere
St.,
Any
City,
State,
center teams.
ANALYST – US/UK PRIME BROKERAGE
EDUCATION
JAPAN SCHOOL OF
ADVANCE TECHNOLOGY
-
Computer Secretarial Management
-
STRATEGIC BACK OFFICE SOLUTIONS PHILS. INC.
SEPTEMBER 2007 – OCTOBER 2009
UNIT SECRETARY
PHILIPPINE AMERICAN LIFE AND GENERAL INSURANCE CO.
DECEMBER 2003 – JUNE 2006
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REFERENCES
AVAILABLE UPON
REQUEST
