Anna Marie dela Cruz

 Qualification and Skills 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/- 15 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. Work Experience & Career Accomplishments Consumer Information Specialist North America Consumer Information Center HENKEL ASIA PACIFIC CENTER September 2012-Present 6789 Ayala Ave, Makati City Functions: After sales and complaints handling of consumers on HENKEL NA’s products thru phone and email. Supervisor Financial Services Escalation / Complaints Resolution Group July 2010- Nov 2010 ICONTACTS Corp. (A SMART Communications Company) |-th Floor Universal Tower 1487 Quezon Avenue Quezon City Functions: - Handles fulfillment operations of Trade Business and Financial Services ( Smart Money and Smart load ) - After sales and complaints handling. Supervisor Interactive Social Media Services Group October 2009 – June 2010 ICONTACTS Corp. (A SMART Communications Company) |-th Floor Universal Tower 1487 Quezon Avenue Quezon City Functions: · Manage 1 team with a collective headcount of more than 30 CSRs to manage the email, Traditional mail, and social media touch points of the company. · Manage a 24-hour SLA for email and traditional correspondences, and 3-hour SLAs for Concerns raised on social media/networking sites. · Ensure interaction accuracy scores of 98% and quality scores of 95% for all transactions. · Ensure over-all Customer Satisfaction ratings of at least 90%, based on Customer Satisfaction Surveys. · 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/- OPERATIONS MANAGER e-PLDT Ventus/ iContacts Corp. Sampaloc, Manila January 2009- September 2009 Manage all aspects of Ventus Smart Bro contact center operations and functions, by increasing the quality of service, implementing innovative solutions that improve efficiency and decrease cost, while maintaining a high level of customer satisfaction. Functions include: Manage a team to consistently accomplish performance metrics including customer SLA's, utilization, productivity and customer satisfaction performance - Actively seek ways to maximize agent performance and proactively work to balance headcount to available help desk volume to meet cost control goals. Work with supervisors, agents and Business Support team to meet performance metrics. - Communicate with team on a regular basis, conduct weekly meetings & provide an effective conduit between employees & management. Interact with the client and vendor organizations for enhancements and changes to program scope. - Initiate timely coordination with service providers/vendors to ensure logistical readiness for present and forward plans of the program. - Provide leadership to improve employee satisfaction and attritio VENDOR MANAGEMENT COORDINATOR FINANCIAL SERVICES (SMARTLOAD and SMART MONEY HOTLINE) i-Contacts Corporation Quezon Avenue, Quezon City October 2008-December 2008 Oversees and manages the service provider’s day-to-day operations to ensure compliance to the organization’s requirements. Functions include: Strategic supervision of the program’s performance in quality and service. Undertaking project/program management - Proactively identify and analyze problem areas/opportunities for improvement in the program - Develop and drive effective strategies to address these problem areas - Continuously measure and track progress Vendor-relationship management - Maintain open and effective communication channel with service providers in order to achieve program objectives and service levels - Effectively liaise with internal and external business units and vendors to ensure consistent delivery of quality service Measuring the level of proficiency - By ICON workforce relevant to the required minimum skills and knowledge and identifying the content areas where development/growth is needed. SHIFT SUPERVISOR SMART MONEY HOTLINE OPERATIONS i-Contacts Corporation Quezon Avenue, Quezon City APRIL 2008- SEPTEMBER 2008 Measures and monitors the plans, skills, processes and performance management system compliance at all levels in Customer Care Organization to drive improved performance in order to achieve customer satisfaction. Functions include: Guiding Customer Care with a management system framework according to COPC standards on Leadership, Process, People and Performance categories. Daily/ weekly/ monthly monitoring of each team members to ensure compliance in meeting Call Center Targets. Responsible for preparation and review of daily, weekly and monthly operations report. Oversee operation in the absence of the over-all supervisor. Handles accounts escalated by the team members and VIP accounts endorsed by management to ensure timely and efficient resolution of the complaints. Responsible for knowing all information on new and existing promos, products and services and after sales policies. SHIFT SUPERVISOR SMARTLOAD HOTLINE OPERATIONS i-Contacts Corporation Quezon Avenue, Quezon City - Daily/ weekly/ monthly monitoring of each team members to ensure compliance in meeting Call Center Targets. Responsible for preparation and review of daily, weekly and monthly operations report. Oversee operation in the absence of the over-all supervisor. Handles accounts escalated by the team members and VIP accounts endorsed by management to ensure timely and efficient resolution of the complaint. Responsible for knowing all information on new and existing promos, products and services and after sales policies. SHIFT SUPERVISOR PREPAID HOTLINE OPERATIONS i-Contacts Corporation Quezon Avenue, Quezon City - Daily/ weekly/ monthly monitoring of each team members to ensure compliance in meeting Call Center Targets. Responsible for preparation and review of daily, weekly and monthly operations report. Oversee operation in the absence of the over-all supervisor. Handles accounts escalated by the team members and VIP accounts endorsed by management to ensure timely and efficient resolution of the complaint. Responsible for knowing all information on new and existing promos, products and services and after sales policies. PILIPINO TELEPHONE CORPORATION (PILTEL) Piltel Call Center Divsion Call Center Supervising Officer - In-charge in over seeing day to day operations of the Call center -Monitors Call Center staff and analyze Call Traffic -Initiate strategies to improve Service Level -Takes charge in doing the monthly schedule of call center inbound; analyze correct Staffing in correlation to appropriate manning PILIPINO TELEPHONE CORPORATION (PILTEL) Piltel Call Center Divsion Call Center Representative - Delivers quality service that delights the customers through effective call handling; processing of requests and after sales transactions. Trainings & Seminars Attended Coaching Training (TeleDev) I-Contacts Corporation, Quezon Avenue, Quezon City, May 20-25, 2009 Network and Telephony (COSMO) Training I-Contacts Corporation, Quezon Avenue, Quezon City, May 15, 2009 Call Center Performance Training (Jay Tuazon) I-Contacts Corporation, Quezon Avenue, Quezon City, April 27-29, 2009 Negotiations Skill Enhancement Seminar (AESOD) I-Contacst Corporation, Quezon Ave., Quezon City, September 22, 200 Visual Impact Program – Image Enhancement (Abbygale Arenas) Heritage Hotel, Roxas Boulevard, Manila, May 26, 2008 Essential for Leadership, Motivating others and Resolving Conflict PLDT Wyse Building, Makati City, December 11-12, 2007 People Management CIAC (Daniel Ord - OmniTouch) Legend Villas Hotel, Mandaluyong City, November 16-18, 2007 KPIs in Operations: Numbers that make the difference (CCAP) Ballroom 2 & 3, Renaissance Hotel, Makati City, October 27, 2007 Tech Bytes and Call Center 101 Heritage Hotel, Roxas Boulevard, Manila, July 17, 2007 Neuro-Linguistic Program –Impact! Art and Science of Persuasion Smart Tower, Ayala Avenue, Makati City, June 20, 22-23, 2007 COPC (Base Standard) Workshop Smart Tower, Ayala Avenue, Makati City, March 28-30, 2007 Smart Bro Technical Traning i-Contacts Corporation, Quezon Ave., Quezon City, February 12-16, 2007 MS Excel Training Smart Tower, Ayala Avenue, Makati City, January 24-25, 2007 Research-Based Process Improvement Training (ACCORD) PLDT Dansalan, Mandaluyong City, November 9-10, 16-17, 23-24, 30 and December 11, 2006 Project Management Training (Steven Lesser) City Garden Hotel, Makati City, September 18-19, 2006 Tech 101 Training i-Contacts Corporation, Quezon Ave., Quezon City, January 29-30, 2006 Performance Management System Assessment and KCRP Audit Workshop i-Contacts Corporation, Quezon Ave., Quezon City, March 27-31, 2006 Process Audit Workshop Smart Tower, Ayala Avenue, Makati City, March 6-10, 2006 COPC Refresher Course Smart Tower, Ayala Avenue, Makati City, February 27 - March 2, 2006 COPC i-Contacts Corporation, Quezon Ave., Quezon City, August 23-26, 2005 EQ Training for Branded Services Smart Tower, Ayala Avenue, Makati City, October 24-26, 2006 Branded Customer Service Seminar (Management Strategies) Westin Philippine Plaza, Manila, April 14, 2005 Balance of Life Services (Anthony Pangilinan) Westin Philippine Plaza, Manilai, July 30, 2003 SEP Clinic i-Contacts Corporation, Quezon Ave., Quezon City, June 12, 2003 Business Writing Training (Clear Concise Cordial: The I-CON Business Writer) University of the Philippines, Diliman, Quezon City, January 6-10, 2003 English Proficiency Training University of the Philippines, Diliman, Quezon City, January 6-10, 2003 Telesales Training i-Contacts Corporation, Quezon Ave., Quezon City, January 2-3, 2002 Computer Literacy Program i-Contacts Corporation, Quezon Ave., Quezon City, September 25-27, 2002 Supervisory Development Program Piltel Interaction Management I-V Piltel EDUCATION: AB International Studies Miriam College Foundation, Inc. Quezon City PERSONAL INFORMATION: Age: 43 years old Birth date: May 03 1973 Status: Single REFERENCES: Ms. Jocelyn Baligod Program Manager – Business Solutions Process/ Customer Care Department SMART COMMUNICATIONS, INC - Mr. Patrick Espiritu Shift Leader Interactive Social Media Services, I-Contacts Corporation - Mr. Noel Racho Head, Human Resources Department Miriam College Foundation, Inc -