Katrina Angelica Encarnacion Cruz
633 M. Castillo St. Kalawaan Pasig City-
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Profile
Four years experience as Operations Supervisor for financial account.
Three years experience as a Quality Assurance Specialist for an airline and financial account.
Was responsible in driving the partner operations team to be on the top position for the 5 months (January – May 2009).
Excellent working knowledge using MS Excel, MS Powerpoint and MS Word.
Ability to train, motivate and supervise customer service employees.
Synopsis of Achievements
Awarded as Best Operations Team and Best Operations Supervisor across all Teletech Service Delivery Center in the country for the month of November, 2014.
Nominated for Best Operations Supervisor Award for year 2012 and 2015.
Awarded twice as Best Quality Assurance Specialist for the account and was awarded Best Quality Assurance Specialist and People’s Choice Quality Assurance Specialist for the site in Q4 2008.
Maintain top performance for Quality for partner operations team (83.20% Effectiveness from January to May 2009; Goal: 67.80%).
Has contributed to the study on Customer Satisfaction alignment with Quality Effectiveness Metric.
Has hit Quality Evaluation goal consistently (100% productivity since April 2008)
Nominated for Best Quality Assurance Specialist award for year 2011.
Employment
Teletech
2006 – 2016
Operations Supervisor
Operations Supervisor of financial account for card activation and lost cards lines of business.
Responsible in helping the team achieve the business’ target performance as a team and individual performance.
Responsible in delivering feedback, guiding and coaching the team to deliver satisfactory numbers for the business.
Worked closely with co-Supervisors and Operations Manager in identifying the strengths of the program to uplift and recognize the employees’ effort and hard work and its weaknesses at the same time to come up with action plans.
Quality Specialist
Quality Specialist of VISA account for card activation and lost cards lines of business.
Worked with a team composed of 9 Quality Specialists in partnership with the Training and Operations Team.
Provided support to Operations team by ensuring delivery of Quality Evaluation and feedback and providing analytics that helped sustain the performance.
Come up with initiatives to drive the performance of the program for Quality and other related metrics.
Service Director
Provide assistance to tier 1 representatives by assisting in escalation level concerns.
Deliver high level of performance by meeting the required goal for each metric as established by the account client.
Reservations Sales and Service Representative
Service airline passengers by placing flight reservations and providing assistance for other flight related concerns and inquiries.
Maintain level of customer satisfaction at par with what is required by the account client.
Clientlogic Philippines
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Escalation Desk Representative
Provide support to level 1 representatives by assisting in escalation level concerns.
Deliver high level of performance by meeting the required goal for each metric as established by account client.
Customer Service Representative
Service telecom customers by providing assistance in their product needs.
Maintain level of service by ensuring first call resolution and delivering quality calls as set by the guidelines of the account.
Education
Saint Paul University, Quezon City-
Bachelor of Arts: Mass Communication
References May Be Furnished Upon Request
