Crizelle

, Crizelle Buenaventura Cruz Unit 102 APEX Building Arista Place Sto. Nino Paranaque City Metro Manila Philippines 1704 - - -- Objective: To apply for a position where I can utilize my skills and to learn and share the knowledge that I have acquired. To be part of a company that needs a self-motivated, hardworking individual with strong interpersonal skills and an opportunity for professional growth based upon performance. Work Experience: Crew, July 2007-March 2009 McDonalds Philippines          Smile and greet the customer with a welcoming attitude and genuinely friendly at all times. Provide a fast and accurate customer service with a clean and safe environment. Support others to help maintain an organized and productive shift to ensure that customers are delivered exceptional quality service. Communicates effectively by listening carefully to the instruction and agreed upon procedure. Make sure to maintain cleanliness to operational and kitchen areas to exceed customers expectation, comfort and convenience. Take payment for the food item purchased. Make sure that all tasks will be completed within the shift. Prepares food such as burgers, French fries, soda, ice creams, nuggets, spaghetti, chicken, muffins, etc. Prepares hot chocolate and coffee according to company standards   Assemble foods on the tray and package take out foods. Communicates well to colleagues especially with the trainees and manager to provide consistently fast and efficient service with an appropriate sense of urgency. Barista, April 2009-January 2011 Starbucks Coffee Philippines          Pleasantly greet each customer with genuine enthusiasm and smile. Hand crafted quality coffee beverages (hot and cold) according to company standards and customer customizations Provide information about Starbucks products and looks for opportunity to up-sell products. Educates customers about the differences amongst coffee beans, coffee preparation and home brewing methods. Anticipate, Connect, Personalize & Owns customer needs by constantly evaluating environment and customers for cues. Delivers World Class Customer Service to all customers by acting with a customer comes first attitude and prioritizing customers over tasks Maintain a clean and organize workplace to optimize productivity during peak hours. Operate cash register and follow cash handling policies and procedures. Follows operational policies and procedures, including those for safety and security. Shift Supervisor, February 2011-November 2011 Starbucks Coffee Philippines          Manages the shift and deploying partners to their respective primary and secondary position to ensure smooth execution and increase productivity Handling change fund, till fund, petty cash, gift certificates and the like Balancing long queues and relieving bottlenecks by consistent rotation of deployment Handles customer complaints and resolving it using Service Recovery Steps Role models World Class Customer Service and Puts the Customers First Managing weekly inventory of merchandise, whole beans and premium ingredients Pre-ordering of Supplies and Food on a daily and weekly basis Supports the Partners for their growth and development Supports the Assistant Store Manager and Store Manager for the goals set in the store Senior Customer Service Specialist, February2012-November2014 Convergys, Philippines (AT&T Mobility)       Greet and welcome the customer with a warm, friendly, genuine and in a professional manner Effective in outbound and incoming calls Solve problems that are unstructured and that may require reliance on conceptual thinking Communicate effectively with team members/peers in the program to ensure high quality and timely expedition of customer request Acknowledge and empathize to the customer; probe for and confirm understanding of requirements and problems Confirm customer understanding of the solution and provide additional customer education as needed      Utilize tools to each and every call in answering questions to provide up to date information on their account such as Billing and Payment information, Equipment Upgrade Eligibility and other concerns, Network related concerns, Sales like International features if needed and any other plan that we offer on their Postpaid account. Maintain I Can Help You attitude. Restate issue and solution on one call. Maintain broad knowledge of client products and services and seek ways to improve performance Prepare complete and accurate work such as: Troubleshooting of Phones and Gadgets, Receive and Adjust bills, Provide options to customers that best suits their preference and needs. Customer Service Representative, January 2015-November 2015 Teleperformance, Philippines (Telstra Mobility, Fixedline and Internet)               Greet and welcome the customer with a warm, friendly, genuine and in a professional manner Effective in outbound and incoming calls Solve problems that are unstructured and that may require reliance on conceptual thinking Communicate effectively with team members/peers in the program to ensure high quality and timely expedition of customer request Acknowledge and empathize to the customer; probe for and confirm understanding of requirements and problems Confirm customer understanding of the solution and provide additional customer education as needed Utilize tools to each and every call in answering questions to provide up to date information on their account such as Billing and Payment information, Equipment Upgrade Eligibility and other concerns, Network related concerns, Sales like International features if needed and any other plan that we offer on their Postpaid account. Help the customer manage and track their data usage to their mobile phone, ADSL, Wireless Broadband, BIGPOND Service. Assist customer in setting up an appointment for fixedline and internet connection. Provisioning and setting up fixedline services. Maintain I Can Help You attitude. Restate issue and solution on one call. Maintain broad knowledge of client products and services and seek ways to improve performance Walk the customer through online billing Customer First Champion, November2015 – August 2016 Telstra International Philippines Incorp. (Telstra Mobility, Fixedline and Internet – New Line and Activations – Case Manager)        Being a Case Manager with my new role, I have to make sure that the customer’s demand will be sorted and as much as possible in getting a new line of service for both Fixedline and Internet. Taking in a demand in getting and validating the address if eligible to get a new service (or wanted to modify the service) using a great tool to check thoroughly. Assigning an appointment for a technician visit to the said site / premise. Activating new line of Service for fixedline and Internet. Doing a follow up with the customer and case managing the connection until it will be done and completely activated. Making sure that the customer is happy and fully satisfied with the service. Making sure getting more advocacy to our customers. Awards/Achievement:      Certified Coffee Master FY08-FY13, Starbucks Coffee Philippines  Responsible for impacting quality coffee, selling coffee and sharing expertise to customers and partners. Certified Barista Trainer FY11-FY13, Starbucks Coffee Philippines  Responsible for the training of all new partners according to their Partner Training Plan AT&T Mobility Services Top Performer, Convergys Philippines (Aug-Sept2012, Feb-Apr2013, Sept-Oct2013) Responsible for motivating team members/peers, sharing knowledge and expertise using agreed upon procedure Top Performer – Case Manager , Telstra International Philippines Incorp  (June 2016 , July 2016 ) Certificate:   Coffee Master Certificate Barista Trainer Certificate  AT&T Mobility Services Top Performer Certificate Seminars Attended:  Shift Supervisory Workshop Starbucks Coffee Support Center Learning & Development  Learning Coach Workshop Starbucks Coffee Support Center Learning & Development Educational Background:  Tertiary: BS Business Administration Major in Management Pamantasang Lungsod ng Pasay-  Secondary: Paranaque National High School La Huerta, Paranaque City- Gen. Emilio Aguinaldo National High School Imus, Cavite-  Primary: Sto. Nino Elementary School Sto. Nino, Paranaque City- Personal Information: Age: Birthdate: Birthplace: Gender: Status: Nationality: Religion: Weight: Height: 26 y/o September 11, 1990 Paranaque City Female Single Filipino Roman Catholic 115 lbs. 5’2” Character References: Raissa Del Mundo Asst. Store Manager Starbucks Magallanes- Warden Aracena Customer Service Associate Convergys Philippines Alabang- Eddie Cauman Supervisor DHL Philippines- Professional References: Dexter Yap District Manager Starbucks Coffee Philippines- Sarah Sudario Senior Business Manager Convergys Philippines Alabang- June Litonjua Team Leader Convergys Philippines Alabang- I hereby certify that the above information is true and correct to the best of my knowledge and belief. Crizelle B. Cruz