Naiza St Claire Cruz

NAIZA ST. CLAIRE CRUZ Customer Service Customer Service Representative with over 10 years of experience including Technical Support and Customer Care. I possess a positive and go-getter attitude that helped me with conflict resolution and effectively perform as a Client Account Manager and VA Coach.  -  - HOBBIES AND INTERESTS PROFESSIONAL SKILLS I am highly interested with history and biography. This motivates my brain to think of the possibilities, motivation and agenda of each stories. I love reading about influential women of the past. Customer Service Coaching Customer Retention Salesforce/ Zendesk/ Ringcentral Google Apps/ GSuite User Team Leadership Advanced Intermediate Intermediate Competent Competent Intermediate LANGUAGES English Tagalog  Native Philippine Women's University ( Deferred ) Bachelor's Degree in Education Major Early Childhood It is a degree program that hones and nurtures future teachers in teaching elementary pupils. I had to defer my schooling due to financial challenges within the family. MyOutDesk Sacramento, California June 2015 - Present Account Manager - Remote Worker Primarily aims to address calls, emails and tickets via client communication systems, including but not limited to, billing concerns, cancellations, and VA issues, among others. KEY RESPONSIBILITIES: 1. Provide client support by calls through the Hotline, resolve client tickets in the Client Portal, and answer client-related chat messages from the company website 2. Resolve client issues ranging from general concerns, billing issues, and cancellations in a timely manner. Identify client needs, clarify information, research every issue and provide solutions and/or alternatives 3. Keep records of conversations case logs in a comprehensible way. Seize opportunities for add ons/referrals whenever they arise 4. Abide by the team's performance requirements and guidelines 5. Coordinate with Virtual Relations Specialists for all pertinent VPrelated information and updates MyOutDesk Sacramento, California September 2014 - May 2015 Junior Team Lead - Remote Worker Primarily aims to build a strong relationship with our assigned VAs through one-on-one engagement video calls and resolving VA concerns. We ensures that the VAs’ timesheets are validated on or before the payroll date cutoff. Using effective communication skills, a JTL must liaise effectively with his/her Account Manager partners, within CSC and other MOD departments .JTLs must be well-versed in all aspects of write-up documentation, reporting and MOD organizational procedures. KEY RESPONSIBILITIES: 1. Ensures that VA and STL concerns are addressed within 24hours. 2. Conducts VA-initiated one-on-one engagement video check-ins. One Video engagement check-in with tenured VAs every other month is highly recommended. 4. Monitors VAs are online during client work hours by refreshing MTI dashboard every 30 minutes to an hour. Reaches out to VPs who are tagged late or absent. Forwards VP attendance notification to the partner Senior Team Lead. 5. Updates coach and team assignment in MTI, Salesforce Account and Our VA stab for newly opted-outVPs. 6. Ensures that VP’s contract hours, work schedules and time-off are in sync for both MTI and Salesforce. 7. Ensure that all schedule requests(leave, overtime, adjustment and schedule change) are reviewed for approval within 24hours. 8. Ensures updates in VA record in company CRM (ie. hours, pay rate, changes in client employment, etc) 9. Works closely with the Senior Team Lead in communicating client concerns to VP and vice-versa. 10. Determines VP’s eligibility for client re-endorsement in the profiling stage. Endorses profiling to OM within 48 hours from the VP’s last day with the client cancelling or replacing. 11. Schedules uptraining and follow-through on uptraining feedback to assess any need for additional trainings. 12. Accurately validates VP timesheets on or before the deadline set by the billing and IT team. Processes VP Allowances from possible pay disputes and determines appropriate crediting date. Depending on billing’s available funds, VPRS prioritizes post-credit for proven VPRS oversight otherwise sets VP expectations on next pay credit. 13. Coordinates with the appropriate departments to resolve VP concerns. Vocus Incorporated Makati, Metro Manila March 2013 - December 2013 Quality Analyst KEY RESPONSIBILITY: - Ensure that agents provide quality service in line with organizational objectives. - Optimized quality assurance will increase agents' efficiency through behavior modification, enhance quality service to customers and improve close rates. - Individual CSAT rating improvement via coaching Prior to becoming a Quality Analyst, I handled email, chat and phone technical support for this email marketing company. Teleperformance Rockwell Pasig, Metro Manila October 2012 - June 2013 Team Leader OIC Handle a team, conduct agent coaching and feedback per agent and make sure that they are focus on their goal to reach or surpass their metric goals, maintain account service level and be up-to-date with the accounts ins and outs. FITCO HEALTH TECHNOLOGIES Penrith, New South Wales May 2012 - October 2012 Remote Assistant A home-based job that allows me to work hand in hand with the company owner. KEY RESPONSIBILITY: - Patient Customer Service (email and phone support) - Calendar Management - Accounts Receivable - Other Personal Assistant Tasks JP Morgan Chase Bank - Taguig Taguig, Metro Manila April 2009 - June 2010 Customer Care Representative KEY RESPONSIBILITY: - Address mortgage borrower(prime accounts) inquiry via phone - CSAT centric financial account - Cater to high volume of calls - Upsell credit card to qualified bank customers Alorica Inc. Quezon City, Metro Manila February 2007 - March 2009 ATL and Customer Care Representative KEY RESPONSIBILITY: - As a Customer Care Rep, uphold quality standard when interacting with Pharmacy Provider - HIPAA violation should be strictly avoided and never bypass Prior Authorization requirement for patient's pharmacy benefits. - Assist Team Leader in administrative work (except payroll). - Side-by-side quality monitoring, coaching agents, taking escalated calls, making attendance report and corresponding with clients for any existing issues that we were encountering. - For some time, I was also assisting workforce in plotting leaves, schedule changes and overtime. Danilo Falsis Operations Manager-Gaea Gonzales Subordinate/Junior Team Lead-Lexter Austria Agent-