Anna Marie dela Cruz

Skills
· Formed part of the cross-functional group that laid out the fundamentals for the Philippines’ first Customer Service Provider on Twitter (www.twitter.com/smartcares) and Facebook (www.facebook.com/pages/Smart-Care/128010533880022

20 plus years of Contact Center experience and Operations Management: Progressively responsible work experience in operations, vendor management, training, quality, and process improvement. Master in evaluating results in the database by using relevant programs for documentation, reporting and trend analysis.
Experience in problem and data analysis, process design and documentation, and information gathering.
Knowledge on quality or training needs analysis and content development.
Proven ability to communicate effectively with Contact Center Operations and Management.
Ability to develop strategies for improving the quality of operations by promoting individual and team development.
Ability to proactively identify areas of improvement and report on meaningful metrics as needed.
Advanced level of computer literacy on supported by extensive experience in resolving problems with proven track records in all customer service metrics.
Has high tolerance for stress and is able to motivate others.