Juleene Dela Cruz

JULEENE DELA CRUZ PROFESSIONAL EXPERIENCE Operations Manager, Alorica (T-Mobile) March 2018 – Present • • • Address 15 A Jurado Compound Guinayang San Mateo, Rizal Contact No - - E-mail Address- • Responsible for Operations task, such as supporting and managing team members and customer needs. Enhancing environment that prioritizes customer experience Continuous development in Key Performance Indicator through consistent coaching and real time feedback given to team members Increase profitability through workforce/manpower management Revenue Ambassador, Alorica (T-Mobile) October 2016 – February 2018 • • • Responsible for sales performance improvement through standardized action plan approach Implemented performance-based sales accountability and recognition programs Creates trending and analysis to support the action plan set for the site Date of Birth July 09, 1984 Team Manager, Alorica (T-Mobile) Nationality Filipino • Language Tagalog: Native language English: Excellent September 2014 – September 2018 • • Coached and Developed a team of 15 by providing motivational feedback and guide them in creating their SMART Action plan Served as frontline support and handled escalated calls from customers Improve Key performance Indicator through real-time assistance and monitoring process Quality Analyst, Alorica (T-Mobile) April 2012 – August 2014 • • • • Directed Quality/Listening sessions to calls listened from real time/remote or recorded calls Conducted audit that helped teams to improve their Key Performance Indicator such as making customer happy by lessening their effort and providing one call resolution Created performance trends and analysis that helped coaches to target right behavior to improve on either as a team or for his/her individual representatives Functioned as Operations support system in delivering results.