Alona Dela Cruz

Alona S. Dela Cruz C17 2C Cambridge Village Condominium, Block 19, Eastbank Road, San Andres, Cainta, Rizal Tel no:-- Quality Analyst and Evaluator with 8 years of experience in Customer Service, Data Analysis and Operation’s Support. Seeking an opportunity to leverage my skills as a Quality Assurance Specialist in your company. I have the follow-through, detailed focus and positive attitude that will allow me to achieve company targets. Experience: Quality Evaluator, June 2009 – Present Convergys, SiriusXM Satellite Radio Main duty is to evaluate agents based on client specifications and internal standards. Provide support by reviewing and auditing non-voice (back office, chat support and email), sales and retention. Handle simple team tasks like data gathering and report preparation. Facilitate QA Talks to new hires voice and non-voice LOBs. Analyze and identify trends and provides feedback to reduce errors and improve processes and performance Review risk mitigation for business in line of agent's behavior and trends Perform autofail validation of third party auditors Perform specific tasks that are specially assigned for the particular level based on the competencies and experience of the QA in the program; these includes attending and hosting calibration sessions and call scans of site initiated projects. Work simultaneously with multiple software applications; appropriately identifying and escalating agent behaviors that create impact to the business. Customer Support Professional, November 2008 – May 2009 Convergys SiriusXM Satellite Radio, March 2009 – May 2009 Guide customers in activating new accounts Provide information of the client’s account and latest updates of the account Help customers understand the features and benefits of new products that best meet their needs Work simultaneously with multiple software applications; appropriately identifying and escalating unresolved issues. 1-800Flowers.com, November 2008 – February 2009 Assist clients in placing floral orders Sales and Service Specialist responsible for the effective and efficient handling of customer needs Work simultaneously with multiple software applications; consistently following up on promises and commitments on a timely basis; appropriately identifying and escalating unresolved issues. Education: Bachelor of Science in Nursing, March 2008 Panpacific University North Philippines, Urdaneta City, Pangasinan Strengths: Analytical skills, competencies, and efficiency as a Quality Evaluator. Ability to work under pressure and complete the assigned task required for the account. Skill in verbal and written communication to analyze, interpret and address customer needs. Ability to deal professionally in all situations (vendor, customer, team, department and company) Knowledge of contact services industry and best practices. Ability to work with minimal guidance or supervision in a time critical environment. Skills: Microsoft Office Content/Creative Writing Blogging Data Entry and Research Average skills in Photoshop CS5-CS6 Social Media Management Basic PC Troubleshooting Knowledge Publisher Liaison Customer Service Training: Human Resource Outsourcing Call Center Training, September 17-29, 2008 TeleDevelopment Services, Inc., 35F Robinsons Equitable Tower ADB Ave. Ortigas Center, Pasig City Philippines, - Projects: Off the Wall/With Love -A (wordpress) Main Author, Review and Personal Blog 2011 – Present Filipino Reader Conference Awards Publisher Liaison, FRCA Committee 2015 – Present