Reichelle Vera Cruz

Reichelle Vera Cruz Phone:- Email:-Skype ID: live:.cid.d6a47e302a1f7a78 Date of Birth: August 01, 1993 Address: 0002D El Monte Verde Subdivision Barangay San Juan Taytay, Rizal WORK EXPERIENCE Transcom Worldwide | Quality Assurance Analyst - Samsung USA July 29, 2019 – July 12, 2020 Responsibilities: Ø Prepared Quality Weekly Reports • Collected relevant data to keep the clients abreast to the weekly performance of the campaign Ø Monitored agent call handling to identify behaviors and pain points that affected customer experience. • Created learning materials that training team used to present all identified behaviors (areas for improvement and strengths) to the team leads. • Collaborated with Operations Managers to discuss reasons for not meeting the KPI targets • Discussed action plans and recommendations with Team Leaders and ensured follow through weekly • Presented findings to the clients and included recommendations that led to tool and resource upgrade. Ø Reviewed customer journeys and identified inconsistencies • Identified pain points and gaps between policies and processes • Proposed solutions and suggestions which led to clients creating major changes in the process. Ø Implemented Process Improvement • Laid out the plan on how tasks should be executed to maximize productivity and exceeding client requirements and provide tools for Operations and Training Team Ø Hired Staff (Quality Assurance Specialist) • Conducted interview to fill staff vacancies and onboarded new hires Ø Processed Payroll • Consolidated and reviewed timesheets for any incorrect entries before uploading for payroll to be processed Ø Planned Team Schedule • Prepared/planned schedules for the team to ensure tasks coverage Ø Client Satisfaction and Engagement • spearhead meetings with clients to determine their plans for the onshore staff, coordinate with the clients for expansion plans Transcom Worldwide | Quality Assurance Specialist - Samsung Canada December 26, 2016 – July 28, 2019 Responsibilities: Ø Evaluated calls, facilitated roll outs for all changes/updates from Quality Department Ø Investigated matters raised by clients as well as internal concerns Ø Ø Ø Ø Conducted coaching sessions Presided over team meetings and also conducted one on one sessions with the team leaders or their managers Assigned tasks to my colleagues and drew plans on how a certain task/project should be executed Trained, as the need arises, Recursive Training, New Hire Training and Graduation Bay period. Transcom Worldwide | Technical Service Representative – Samsung Canada February 8, 2016 – December 24, 2016 Ø Assisted customers in troubleshooting their phone Ø Answered phone calls in a timely manner Ø Processed payments for services Ø Upsold additional upgrades that added value to the customers’ current services Transcom Worldwide | Customer Service Representative – Comcast April 24, 2015 – February 07, 2016 Ø Provided assistance to customers by troubleshooting their cable service with Comcast Ø Solved billing issues for the customers Ø Conducted billing adjustments and helped customers with payment arrangements Ø Assisted customers with other inquiries regarding their services Teleperformance | Customer Service Representative – AT&T September 30, 2014 – March 3, 2015 Ø Provided technical support to customers by troubleshooting their internet, TV and phone services with AT&T Ø Assisted customers with their billing questions such as bill explanation and billing adjustments Ø Upgraded customer service plans for a better experience Ø Coordinated with AT&T’s technicians to install and to fix customers’ equipment at their home TRAINING • • • Root Cause Analysis Workshop Change Implementation Workshop Quality Assurance Solutions Ø Six Sigma Yellow Belt Certification EDUCATION 2018 – 2020 New Era University (Home/Online Study Program) BSBA Human Resources Quezon City REFERENCES Ria Khristin Bamba Quality Manager Mobile Number: +63 - John Matthew Lucido Senior Trainer Mobile Number: +63 - Mirasol Mercado Team Lead Mobile Number: +63 -