Patrice Anne Cruz- Pili Avenue Blk 5 West Rembo, Makati City
Personal Information
Date of Birth
Status
Nationality
Religion
: April 9, 1998
: Single
: Filipino
: Roman Catholic
Summary
A certified trainer with wide experience in call center supervision. Possess excellent coaching, motivational and
leadership skills. Track record achieving exceptional results and succeeding within a leading organization.
Consistently maintain a high degree of effectiveness while balancing daily responsibilities.
Experience
June 2015 - July 2016| Multi Development Construction Corporation (Bonifacio Global City, Taguig City)
Admin Assistant
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Managing and distributing information within the organization
Answering client phone calls
Filing paperwork and reviewing PO docs
Scheduled and coordinated meetings, appointments and travel arrangements
July 2016 - May 2018 |TELUS International Philippines
(McKinley Road, Makati City)
TSR/CSR Inbound and Outbound
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Inbound and Outbound customer supporting a ridesharing platform from US and CAN
Assisting drivers with their accounts issues, earnings and trip related concern
Helping out restaurants/eaters when using the delivery platform
Uber for Business/Selling the platform to a bigger company where their employees can use the app for
work related travel purposes
● Scrubbing 100 leads per day to encourage drivers to sign up with our platform
● Answerings emails to assist newly activated drivers from the platform
● Assisting escalated tickets thru live chat
May 2018 - Current | TELUS International Philippines
(McKinley Road, Makati City)
Learning Specialist/Quality Analyst
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Creating and administering ongoing training programs for new and current employees
Onboarding external and internal hire team leads and Managers
Conducting interview and profiling applicants to be part of the company
Auditing/Evaluating agent calls based on the client metrics
Preparing quarterly performance review which will be submitted directly to the operations
Created several innovative training methods
Updating and developing training materials
Collaboratively plan for team members success by working with the operations
Pioneered 5 different LOBs within the organization
Conducting 1x1 coaching and team huddles to discuss the teams’ overall performance
Supervise the work of each employees to ensure adherance to quality standards, deadlines and proper
procedures
● Responsible in doing weekly business review with the clients to make sure that the targets are being
met
● Monthly Immersion to maintain the effectiveness of our teaching and to make sure we are fully
immersed with the product
January 2020 - February 2022 | Marketing Companies
(McKinley Road, Makati City)
Freelancer/VA (Part time)
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Data Entry
Appointment Setter
Shopify
Cold Call Outreach
Scrubbing leads
1st line writer needed for email marketing
Email Outreach
Highlights
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Onboarded 3 different LOBs within the Organization
Interviewed 60 applicants to be qualified for the new LOB
Consistently achieves quarterly TPH numbers well above company quotas
Awarded as the top performing trainer for 2 consecutive months
Developed teams that were consistently rated the highest in the company for customer satisfaction
Excellent presentation skills
Focuses on the success of each team member as well as the company
Can work with all levels of management
Continuously achieved a 98% adherance to corporate SLA
Driving the development of high performance and superior customer service
Skills
Excellent oral and written communication skills
Proficient in google suite apps (Sheets, slides & Docs)
Knowledge of various teaching methods and approaches
Excellent organizational skills
Achievements
ESL Certified (English as a second language)
RSC Certified (Ready Set Coach)
Lean Six Sigma white belt certified
iAspire Certified (with passed panel interview)
NC III Passer for bookkeeping and Events Management
Education
2014 – 2016
AMA Computer Learning Center
Business Management
2010 – 2014
CAS Memorial School Inc
2004 – 2010
Notre Dame of Cathedral Elementary School Inc.
Reference
● Marieta Tabasondra
Bahrain Institute of Technology
College Instructress
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● Allen Ray Topacio
Millenium 1 Solutions
Customer Service Representative
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