Vanessa Dela Cruz

Vanessa C. Dela Cruz--9008 Brgy. Zone 1A Reyes Compound Agustina Village Dasmariñas, Cavite 4114 Experience Assistant Manager for Operations (Team Leader) April 2014 – May 2017 CitiGroup Business Process Solutions Conducts performance appraisals and quality evaluations Conducts 1on1 coaching to agents to improve performance Recommends solutions and/or provides suggestions for product and process development based on customer feedback and/or analysis of the same. Handling complaints and escalated calls Motivate team to generate revenue Monitors RTA Drives team performance and other KPIs such as NPS, Sales, AHT and attendance. Assistant Manager for Sales (Sales Coach) April 2010 – April 2014 CitiGroup Business Process Solutions Conducts sales training Attends client meetings Motivate team to generate revenue Conducts coaching to agents to improve sales performance Customer Solutions Officer September 2009 – April 2010 CitiGroup Business Process Solutions Assists customers with routine related requests Resolves complaints over the phone Cross-sell bank products and services based on customer needs in accordance with the banks’ program standard. Research and resolve customer problems. Customer Care Representative December 2008 – August 2009 StarTek Assists customers with routine related requests Resolves complaints over the phone Oversee billing and payments for B2B telecommunications customer Customer Service Associate October 2008 – December 2008 Aditya Birla Minacs Trainee for Sears order taking account Education Associate in Health Science Education Emilio Aguinaldo College UN Avenue Ermita, Manila October 2003 – March 2005 BA in Communication Arts St. Paul College of Manila Pedro Gil St. Manila June 2002 – Mar 2003 References Jordan Ga Operations Manager – CitiGroup-