Edward Cruz

Edward Marcelo Cruz Contact Information Address : 355 A. Luna Extension, Mandaluyong City. Mobile No. :- Landline:- Email :- Summary of Qualification: I have more than 10 years experience in the industry as an Agent and as part of the Management team. Being well versed in both Inbound and Outbound process is one of my edge in operations and in teaching people to be efficient. The campaigns that I have handled ranged from Inbound order taking to Outbound Telemarketing (with and without Credit card or SSN Pull out) Employment History 1. Company Name : CSRi Technology Services Position Title : Team Supervisor Industry : BPO Date Joined : July 2015 to Present Work Description: As Team Supervisor for Operations my responsibilities were: To meet and exceed the daily, weekly, monthly, quarterly and annual Transaction objective of the company for Outbound Telemarketing. Responsible for developing the assigned team for handling of Customer Objections and develop the selling skills of the team. Makes recommendation to the Operations Manager and Operations Director on improvements of process to better meet the given goals to assure efficiency and productivity Take the lead role in Customer Closing and Objection Handling Work closely with the Work Force Administrator for the monitoring and planning of operational Shift Scheduling and Personal Time Off approval. Conceptualization and implementation of morale boosting activities for Agents that promotes healthy competition. 2. Company Name : PacificHub Corporation Position Title : Shift Manager Campaign Type : Customer Service/Online Sales /Customer Escalation, Customer Retention, Telemarketing with Credit Card pullout, and Lead Gen Industry : Call Center / BPO Date Joined : Oct 2009 to June 2015 Work Description: As Shift Manager for Operations my responsibilities were: To meet and exceed the daily, weekly, monthly, quarterly and annual Transaction objective of the company for Web Ordering, National Key Accounts and Customer Recovery. Responsible for developing the escalation team for handling of Customer Complaints and promote Customer Experience Makes recommendation to the Operations Manager and Operations Director on improvements of process to better meet the given goals to assure efficiency and productivity Take the lead role in Customer Recovery for escalated complaints Work closely with the Work Force Administrator for the monitoring and planning of operational manning and rest day scheduling Conceptualization and implementation of morale boosting activities for Non Voice which is target based 3. Company Name : Ascendasia International Position Title : Manager Campaign Type : Inbound Customer Service with Sales, Telemarketing with Credit Card pullout, and Online Sales Industry : Call Center / IT-Enabled Services / BPO Date Joined : May 2003 to Oct 2009 4. Company Name : Easycall Corporation Position Title : Account Manager Specialization : Business Development for Corporate Sales Industry : BPO Telecommunication Date Joined : Feb 2001 Date to Apr 2003 5. Company Name : Sunnex Manufacturing Corporation Position Title : Account Executive Specialization : Sales - Corporate Industry : Interior finishing and Furnishing Date Joined : Sept 1995 Date Left: Feb 2001 6. Company Name : Ashford Vendiz Corporation Position Title : Territory Manager Industry : Health care / Medical Representative Date Joined : May 1993 Date Left: Aug 1995 References: Name : Christopher De Jesus Mobile No. :- Position : Operations Manager Company : Pacifichub Corporation Name : Eileen Baluyot Mobile No. :- Position : Human Resource and Admin Manager Company : CSRi Technology Services Name : Marc Mercado Mobile No. :- Position : C.E.O. Company : Go Nutrients Inc. Name : Nico Raz Mobile No. :- Position : Business Development Manager Company : Softrends Solutions Inc.