Jan Vincent S. Dela Cruz

1. What is your customer service training experience, and over-all experience in customer service? When I was still an agent, we have a monthly schedule for up trainings to keep us updated with the changes being implemented by the client. Since I was a team lead, I facilitated trainings at least once a month for my agents. The topics include, but are not limited to, updates about policies and procedures, new guidelines, new regulations we have to adhere to, etc. This is done especially with the new hires, since they are still on their learning phase. Usually, I have the agents take pre and post-tests to measure their learning experience. I also attend decision making and consistency trainings at least once per quarter. There are also times when I have to create a training module specific for a certain topic and discuss it with agents. We also do a weekly and quarterly business reviews with our clients over the phone, so we have to create a presentation about how we are doing as an account. We present all KPIs and give our analysis and recommendation as well. Overall, customer service is in my system, it has been my profession for more than 11 years now. 2. Why should you be hired for this position? How do you fit the requirements for this position? I am fit for this position because I am a very hardworking individual. I am very flexible and willing to learn more. I am very much willing to work as part of a team and am always open for feedback. I am confident with my communication skills both verbal and written. I am attentive to details and have very good management skills. I am a result, goal and process oriented individual. And I have a strong sense of integrity. 3. Please provide samples of your past work. Video recordings of yourself presenting/teaching would be best. Unfortunately, I am not able to provide sample modules since the files are strictly confidential. We are not allowed to bring it outside or even to send it to an external email. Video recordings within the company are also prohibited.