Jofer Dela Cruz

Served as part of the pioneer group for 24/7 chat operations, establishing the first overnight rotation and setting the workflow standards for all succeeding shift rotations.

Selected as one of the designated UAT Specialists to validate new system features; trained fellow supervisors to ensure the team was fully prepared for launch.

Oversee the daily handling of escalated cases, ensuring thorough analysis and consistent follow-up to reach a resolution and maintain strong customer relationships.

Conduct regular quality audits of calls and chat interactions to ensure compliance with service standards, providing actionable feedback to team members to improve performance.