Junelle Claire Cruz

JUNELLE CLAIRE FLORES CRUZ VIRTUAL ASSISTANT SUMMARY CONTACT--Mercury St. A-7 Dolores, San Fernando Subdivision, Sam Fernando, Pampanga 2000 SKILLS Management Skills Highly Responsible and Reliable Time Management Leadership Effective Communication Critical Thinking LANGUAGES English (Fluent) REFERENCE Leofer Punzalan Cruz Manager-Geo HR Phone:- Email : leofer.cruz@sutherlandglob al.com Dynamic professional with 7 years of experience in customer service and technical training, significantly enhancing customer satisfaction and operational efficiency. Expertise in developing tailored training programmes, fostering collaboration, and utilizing data analysis to drive continuous improvement. Demonstrated ability to create self-service options and implement metrics that elevate customer experiences. Committed toe delivering high-quality training and support that aligns with best practices and stakeholder expectations, ensuring that all initiatives meet organizational requirements and enhance overall performance. WORK EXPERIENCE Sutherland Global Services Lead -Technical Training - Devise technical training programs according to organizational requirements Produce training schedules and classroom agenda Determine course content according to objectives Prepare training material (presentations, worksheets etc.) Execute training sessions, webinars, workshops etc. in groups or individually Arrange for and conduct on-site training when needed Keep and report data on completed courses, absences, issues etc. Observe and evaluate results of training programs Determine overall effectiveness of programs and make improvements Sutherland Global Services Subject Matter Experts - Ensure the facts and details are correct so that the project's/program's deliverable(s) will meet the needs of the stakeholders, legislation, policies, standards, and best practices. Sutherland Global Services Customer Service Associate - Built positive relationships with customers by providing excellent service and responding promptly to inquiries Improved customer experience by creating a knowledge base that provided customers with self-service options Developed and implemented customer service metrics to measure customer satisfaction and identify areas for improvement EDUCATION Malino High School High School Diploma Holder -