Jessica S. De La Cruz

 Professional experience November 2018 – December 2020 VXI Global Solutions Five E-com Center, Pasay City Associate Director (AT&T ISM Fiber) Primary Areas of Responsibilities Responsible for the overall performance of at least 200 FTE Overall operations management including client liaison, reports analysis and action planning Responsible for understanding performance measures, calculation, and consistent achievement of department goals Leads client mandated calls tackling site and Line of Business performance Creates action plans and implement them to help in the sustenance and improvement of KPIs Develops Operations Managers, Team Leaders and SMEs via skills transfer, teach back sessions. Part of the startup team responsible for everything from recruitment to Operations including processes in between (OJT, Nesting, SME selection) Coordinate with training and quality assurance to identify systemic quality-improvement opportunities. Direct responsibility of incentive scheme creation, computation and execution for the Site Specific Metric Performance (usage, analysis, and plan development to improve behaviors and performance). Where coverage (in terms of number of metrics) and span (in terms of months) may vary depending on business needs. Responsible for executing business and continuity plans March 2016 – October 2018 VXI Global Solutions Five E-com Center, Pasay City Operations Manager (AT&T ISM Service) Primary Areas of Responsibilities Handles 6 Teams with a combination of Production Agents, Nesting agents and SMEs Responsible for driving and sustaining performance results Responsible for understanding performance measures, calculation, and consistent achievement of cluster goals Manages internal KPIs such as Absenteeism, B2P and Adherence Plans for overall cluster Coordinates with several departments (HR, WF, Accounting, etc.) to address cluster concerns and issues Developing and coaching Team Leaders and SMEs Process development for Nesting, Operations and Escalations Queue Management (productivity and accuracy) during their shift Tracking of Corrective Action and Planned Attrition Conduct triad coaching sessions and Plan for PSP coaching session / frequency. Actively participate in new-hire interviews. June 2014 – February 2016 VXI Global Solutions Waltermart, EDSA, Quezon City/ Five E-com Center, Pasay City Team Lead (AT&T UVERSE ICM / AT&T ISM Service) Primary Areas of Responsibilities Liaises between Agents, SMEs and other Departments for administrative and operational concerns; communicates relevant information on a timely and effective manner. Coordinate with training and quality assurance to identify systemic quality-improvement opportunities. Identifies agents, based on the productivity metric result, for development action planning; listens to live calls and identifies performance gaps; coaches’ agents on how they could improve their performance, sets time frame and monitors’ progress. Evaluates the performance of agents; maintains objectivity in the rating process by ensuring that ratings are supported by pertinent documents and discusses the rating with the employee for a better understanding of their performance. Ensures compliance to Client requirements Coach and develop agents to hit client goals Serves as a backup to Operations Manager Education - Lyceum of the Philippines University Intramuros, Manila - La Consolacion College A.Mabini St. Caloocan City High School Personal Information Age: 32 Civil Status: Single Reference Available upon request