Catherine A. Dela Cruz

Catherine A. dela Cruz #148 Unit C Victoria Compound, MH del Pilar St. Brgy. Palatiw, Pasig City, Metro Manila Philippines Mobile -- Professional Background Sept. 2015 - Present Freelance Translator and Transcriptionist (English to Filipino and vice versa), SDI Media Philippines 9 Floor, Finman Centre Building, 131 Tordesillas St. , Salcedo Village, Makati City Media localization provider, offering dubbing, subtitling and media services • Translates English subtitle files to Filipino and vice versa for TV, DVD and online content. • Spotting and time coding of subtitles. • Transcribing and subtitling English programs th Mar. 2018 – Apr. 2018 Email Support (Freelance) The Betty Rocker (thebettyrocker.com) An online shop that offers health and fitness programs such as live streaming home workout classes, workout videos, healthy meal plans and recipes, nutrition and fitness coaching. • Responds to customer queries in a timely and accurate way via email • Improve customer experience by identifying their needs, providing answers, recommendations and solutions • Offers the right plan or program depending on customer needs • Manages emails and assign to team members • Works with the team in improving the website, it’s contents, keep track of any recurring issues • Works with the team in improving internal systems and processes Mar. 2011 - June 2015 Self Employed, Sales and Distribution of Nutraceuticals and Home Remedy Drugs Apr. 2007 – Jul. 2010 Sr. Team Manager/Sr. Team Captain, Telus International Philippines Oct. 2006 – Apr. 2007 Team Manager/Team Captain, Telus International Philippines 5th Floor, Market! Market! Commercial Center, Bonifacio Global City, Taguig City. Business Process Outsourcing & Call Center • Ensures all customer contacts are handled professionally with efficient resolution by the team. Handles escalation calls and complex customer calls • Provides direction and guidance to ensure consistent achievement of key performance metrics • Conducts performance management activities for team members supervised. Conducts timely planning, assessment and feedback meetings as stipulated in the company's performance cycle. • Analyzes and determines what affects agent/team performance, establishes solutions, designs new incentive programs and improves working conditions based on findings. • Achieves, measure, report and communicate goal attainment for assigned team. • Ensures accurate and timely communication of issues to Operations Head • Coaches, mentors and develops agents for skills expansion and promotional opportunities • Coordinates with HR on resolving payroll disputes of the employees. Jan. 2006 – Sept 2006 Technical Service Representative, Telus International Philippines 5th Floor, Market! Market! Commercial Center, Bonifacio Global City, Taguig City. Business Process Outsourcing & Call Center • Handles inbound calls for Canadian dial-up and ADSL customers, including troubleshooting internet connection and security software matters, processing orders, addressing billing and service concerns. Aug. 2005 – Jan. 2006 Customer Service Representative, Telus International Philippines 5th Floor, Market! Market! Commercial Center, Bonifacio Global City, Taguig City. Business Process Outsourcing & Call Center • Handles inquiries on billing, processing, move requests, technical issues and completion of back office functions. • Promotes additional utility services Jun. 2003 – Jun. 2005 Team Leader for Documentation, Viva Entertainment, Incorporated J. Ortigas Ave., Ortigas Center, Pasig City Movie, film and television products distributor • Monitors daily performance of encoders to ensure on-time business transactions. • Reports matters related to sales, transactions, system and personnel to supervisor. • Encodes and processes sales orders, documentation, logistics, inventory, monthly sales and transaction summary reports and promotional documents. • Leads, monitors, audits, troubleshoots and documents business transactions. • Conducts quarterly physical inventory. • Aligns with I.T. department to help improve business process system. Key Skills and Competencies . ● Excellent English and Filipino verbal and written skills ● Proficiency in Microsoft Word, Excel, PowerPoint, Google docs ● Keen to details ● Able to work to tight deadlines ● Knowledge and experience working under Microsoft, DSL and software accounts. ● Supervisory skills ● Problem Solving and Analytical Skills ● Personnel Development, Operations Management and Strategic Planning Education Jun. 1998 – Oct. 2001 University of the Philippines – Los Baños • Bachelor of Science in Computer Science. Units earned. • Scholar, 1998 –2001. Training Feb 2010 OnTrac Training and Certification for Managers Jul 2008 Six Sigma Yellow Belt Training and Certification May 2007 Leadership Effectiveness and Development Program Character References Available upon request.