Vanessa Pamela Sta Cruz

 Vanessa Pamela A. Sta. Cruz email:-mobile #: - PASSPORT NO.:EB- DATE OF BIRTH: January 7, 1985 PLACE OF BIRTH: Cagayan de Oro City, Philippines ADDRESS:Apt C, Caldozo Cmpd, San Miguel, Taguig City, Metro Manila Philippines CIVIL STATUS: Married WORK EXPERIENCE______________________________________________________ Jones Lang LaSalle SSC Phils, Inc. Position: Engineering Operations and Solutions Support / Property Service Coordinator March 2014 – Present Maintaining central database of all training activities and attendees Providing monthly training reports from information sourced. Reports are broken down by region, hub, business and account Support the updating of training material which is usually available in Microsoft PowerPoint Site Manager of EOS Connect site: restructuring the site, updating the site with new or revised training material Administer online risk management platform. Administration duties include adding new accounts/sites, creating new audit templates, creating user profiles etc. Run regular analytical reports on things such as audit status, outstanding actions, action and incident trends etc. Support the maintenance of the EOS Connect site. Includes, ensuring standard document naming convention is maintained, maintaining version control, updating contacts, adding new documents as required and ensuring all documents are appropriately tagged etc. Help update documents on a periodic basis ensuring that they follow the standard corporate designs which may change from time to time Pull together content from the regional EOS team and collate into a regional newsletter. Ensuring newsletter is correctly formatted and that they remain consistent Support the formatting of business development or other material. Generally done in Microsoft Word & PowerPoint  Responsible for responding to all incoming facility and property related work orders from clients Handles dispatching to vendors and track work orders for completion. Analyzes the cause of the problem/issue with the property or request and assigns to the correct service provider to carry out works. Follows up overdue and outstanding jobs from the contractor. Accountable for approving invoices, arrange payments, interface with AP department and manage vendor payment queries. Ensures to implement the best strategy to respond to clients in order to ensure superior customer satisfaction. Takes ownership to resolve and discern between the symptoms of the problem and the root cause of cases being handled. Handles emails and calls for total of 16 accounts, with 2 major accounts. Ensures Quality Assurance is being observed and maintains consistency as a Top Performer for 3 consecutive months. Scanwell Associates Pte Ltd Position: Insurance Associate/Customer Care Officer, General Insurance Division June 2013 – Jan 2014 Duties: Provides Insurance Quotations (Home, Motor, Travel, Maid Insurance, Foreign Worker Medical Work and Injury, Security Bonds, etc) requests Calls customers due for renewal Frontline - Handles calls, emails, walk-ins’ enquiries Explains features, advantages and disadvantages of various policies to promote sale of insurance plans Presents insurance quotes to all potential clients takes charge of the accounts in the absence of the Manager. Performs administrative tasks and data entry Ensures proposal forms, personal statements, medical reports and policy forms are completely filled out Sorting out policies for customers’ and producer’s copy Mailing out policies through Singpost Invoicing (PeachTree) ARF (Asia Pacific) Pte Ltd Position: Account Executive/Team Lead, Business Development and Marketing Division August 2010 – May 2013 Duties: Provides Insurance Quotations (Home, Motor, Travel, Maid Insurance) Calls customers due for renewal Handles a team with 5 members Frontline - Handles calls, emails, walk-ins’ enquiries Taking over complaint calls and escalations Maintains passing hit rates for each account/car dealers (ie, VW, Porsche, Mazda, Mini) Conducts training for showroom Sales Representatives Conducts training to new ARF staff Convergys Philippines Position: Sales and Service Representative, Finance/Sales/Customer Service (BPO) Account – Sprint and Nextel Telecom October 2009 – July 2010 Duties: Takes inbound calls from customers and respond to their inquiries and requests Interacts with other departments to resolve issues Manages and updates call logs and reports Troubleshoots, investigates and resolves customers' technical issues with their mobile phones and network to maintain customer satisfaction and retention Explains and resolves billing problems with the customer Maintains reasonable payment arrangement as per customer request Assists customers’ with their account activation, phone updates, enhancements and plan selections Upsells and cross-sells Aegis People Support, Inc. Customer Service Representative/Operations Executive, Travel and Hospitality (BPO) Account– Orbitz WorldWide Web June 2008 – October 2009 Duties: Takes inbound calls for customer queries and requests for their travel needs Utilizes GDS (Global Distribution System) queues for flight bookings Assists customers in finding travel package deals Aids customers with reservations, transfers, changes, and cancellations Books domestic and international reservations for air travel, hotel, car rentals, attractions and services Secures new client sales and retention through customer service provided Stays educated on airline rules, regulations and current affairs CERTIFICATION__________________________________________________________ Holder of Personal General Insurance Certification - Basic Insurance Concepts and Principles (BCP); Personal General Insurance (PGI) Singapore College of Insurance Holder of Commercial General Insurance Certification (ComGi) Singapore College of Insurance Registered Nurse in the Republic of the Philippines EDUCATIONAL ATTAINMENT________________________________________________ Graduated, Bachelor of Science in Nursing (4th year) Misamis University , Ozamiz City, October 2007 Bachelor of Science in Nursing (1st – 3rd year) Xavier University - Ateneo de Cagayan, March 2006 Graduated, High School & Elementary (Secondary and Primary) Montessori de Oro, Cagayan de Oro City, March 2002 SPECIAL SKILLS                      ______________________________________________________ Adept in Computer Softwares – MS Office (Word, Powerpoint, Excel) Fluent in English (Written and Oral) Communications Customer focused and results oriented Ensures to provide quality and satisfactory service to clients Works in fast-paced environment with good multi tasking and time management skills Has an eye for detail Has an overall passion with customer service