Evelyn C Cruz
B5L30 Bronze Street Citation Residences Sto.Tomas Binan Laguna
Cell no. :- e-mail address:-
Summary
Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
Highlights
Strong customer relationship builder- Highly responsible and reliable
Ability to handle a fast-paced environment- Works well under pressure
Ability to resolve and handle problems- Exceptional interpersonal skills
Resolves problems in a timely manner
Team oriented
Well groomed
Written and oral communication skills
Experience
Valuer Support Manager - Operations
August 18, 2014 to May 31, 2017
MultiRational Corp – Jones Lang LaSalle
Lead and manage support staff and assist the immediate boss to provide a professional and timely support service to staff. Coordinates and delegates workloads within support staff as appropriate. Training, mentoring and coaching support staff to facilitate high levels of performance, engagement and personal development. Supports team and assisting with queries, concerns and workload. Monitors productivity on a daily, weekly and monthly basis within their area to ensure KPI's are met. Ensures correct work process are followed. Liaises with clients regarding documentation or file clarification. Participates in interviews to assist in the recruitment and selection process. Provide back-up assistance to support staff in all aspects of workflow as required to ensure work is completed and tam KPI's are met.
Operations Manager
April 2012 to February 2014
Iopex Technologies Phils., Inc.
Manages operations in an effort to increase the operational effectiveness of the campaign and to meet client’s needs including planning, assigning and directing work. Recommend and implement specific procedures to ensure maximum effectiveness and efficiency of service. Ensure all Service Level Agreements (SLA) are met. Provide leadership and and management to the campaign. Provide training and development to supervisory team. Coach and mentor supervisors. Manage first line supervisors that are responsible in managing the day-to-day operations. Carries out management responsibilities which include but not limited to, interpreting and enforcing company policies and safety regulations with Supervisors and Patient Sales Responsibilities. Interviewing, hiring, and training of employees, appraising performance, rewarding and disciplining employee works. Establishes operating procedures consistent with the company policies and objectives. Develops and maintain positive relationship with the client while evaluating and suggesting for growth of the business. Evaluates the results of the operation regularly and systematically by analyzing reports, listening to calls taken, and working with other team members. Ensure established departmental goals are met thru onsite management as well as reporting, trending and tracking.
Operations Team Manager
December 2010 to March 2012
ACS-Xerox
Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. Manage and increase the effectiveness and efficiency of Support Services, through improvements to each function as well as coordination and communication between support and business functions. Play a significant role in long-term planning, including an initiative geared toward operational excellence. Supervise and coach team supervisor on a weekly basis.
Senior Team Leader - Manager
April 2005 to November 2010
West Contact Services, Inc.
Take responsibility for overseeing the daily operations within the center in the absence of the Operations Manager. Ensure that the manager is kept fully informed of the day developments within the service. Develop and maintain professional, open and honest working relationships with Team members (supervisors, agents and directors). Provide leadership to the team acting as a positive role model at all times. Produce service user reports in line with agreed timescales for the care teams. Oversee shifts, ensuring all staff provide support in line with individuals metrics. Motivate, support and mentor the staff when required and ensure team work. Observe staff to ensure their performance is of high standard. Oversee the allocation of the full range of duties for each of the shifts worked, and that all necessary reports is completed.
Production Team Leader - Supervisor
February 2004 to April 2005
West Contact Services, Inc.
Responsible in supervising, motivating and developing assigned production agents by overseeing all floor activities while ensuring the needs and satisfaction of the client through quality performance. Responsible for supervising activities to ensure quality performance, in-depth product knowledge and adequate staffing to meet and exceed the client’s goals and objectives. Oversee the activities of assigned production employees to ensure efficient performance in a quality-oriented environment. Ensure that production employees receive continuous development and coaching to improve ability in servicing the client. Proactively oversee the activities involved in quality resolution of the client or internal department problems or concerns. Participate in performance assessment of production employees by performing quality review of calls and coaching in a timely manner to review current procedures and identify trends indicating the need to revise and update existing methods and procedure. Develop and generate routine and special reports ensuring accuracy, timeliness and adherence to department policies and procedures.
Support approved departmental and corporate policies relating to business procedures, philosophies and conduct. Monitor real time individual and overall line group statistics in a timely manner and accurate manner-ensuring adherence to established departmental policies and procedures. Ensure appropriate staff team members are notified of agents exceeding the limits of AHT, Hold Time and Not Ready Time. Track and report payroll incentives for any payroll discrepancies in the future. Participate in client visits and focus meetings. Attend client meetings and provide client reports, presenting and explaining information; proactively offer consultative advice to client detailing how each program may be enhanced. Attend weekly staff meeting to offer suggestions on how each program may be enhanced.
Executive Assistant to the Marketing Director
November 1998 to October 2003
Plantation Bay Resort
Assist the Marketing Director and supporting the Marketing team with their activities. Assisting with the production of marketing materials and literature. Coordinating the production of a wide range of marketing communications. Providing support for marketing events and exhibitions as required. Assist with the collation of information for promotional literature. Writing articles and promotional material for the company. Managing events, booking venues and ordering marketing materials.
Corporate Accounts Manager
May 1993 to October 1998
Ayala Healthcare Inc.
Responsible for the management of sales, and relationship with particular clients. Managed the relationship with the clients. Interface between the customer service and other departments of the company to assist plan holders in their health care needs. Assigned an existing client accounts. Create long term relationships with assigned clients. Serves to understand the customer's demands, plan how to meet these demands, and generate sales for the company as a result.
Education
Pulmonary Therapy
Emilio Aguinaldo College of Manila
Class of 1992 - Graduate
Training and Seminars
Leadership Training – ACS, A Xerox Company
Excel Training – ACS, A Xerox Company
Mentoring & Coaching Workshop – ACS, A Xerox Company
Handling Conference Call Workshop – ACS, A Xerox Company
Giving Feedback Workshop – ACS, A Xerox Company
Health & Wellness Training – ACS, A Xerox Company
Caregiver course – St. Augustine School of Nursing
EarthlinkTruVoice Training – West Contact Services, Inc.
Be A Better Merchant (Sales) Training – West Contact Services, Inc.
The Path (Coaching) Seminar – West Conatct Services, Inc.
Leadership Workshop – West Conatct Services, Inc.
Corporate Management Training – West Conatct Services, Inc.
Business DSL Training – West Conatct Services, Inc.
Earthlink Product Training – West Contact Services, Inc.
Accent Training – West Contact Services, Inc.
References available upon request
