Maria Cristina Villanueva

Maria Cristina Villanueva PROFESSIONAL EXPERIENCE PROFESSIONAL PROFILE I would gladly share my experience in critical thinking and problem-solving skills as I am a firm believer that there’s always room for improvement and to continuosly be hungry for innovation therefore, I have the willingness to learn from scratch, having the outmost curiousity in learning new skills, that way I will be able to learn the ins and outs of the process and given tasks that will benefit the company’s strategic objectives ADDRESS Lot1 Block 5 Maple St. Greenwoods Exec. Village Cainta, Rizal Philippines February 13, 2017 – March 21, 2021 Process Specialist- Data • Twitter • Cognizant Technology Solutions • Taguig o Handled emails thru Salesforce (Service Cloud) with strict Service Level Agreement o Reviewed and analyzed reports from Twitter users based on company’s policies, guidelines from a subjective stand point, and determine if the contents will be up or taken down on its platform o Collaborated with QA Team & Managers for innovative ideas on how to improve process or workflows for better & faster service and user experience, hence won a special award called Carlo Chiong Award which was given biannual to nominated agents. o Delivered Weekly Business Reports, Daily Handovers and Huddles for clients July 2, 2015 – September 19, 2016 Research Analyst • COSTAR • TELUS International Philippines • [Ortigas] o Compiled and analyzed statistical data using modern and traditional methods to collect it; Cold Calls August 12, 2013 – May 18, 2014 CSR – Email and Chat • Zynga • TELUS International Philippines • Taguig o Communicated with customers through live chat or email to answer questions, solve problems, and troubleshoot with strict Service Level Agreement (SLA). March 27, 2009- August 31, 2009 (Contractual Basis) June 20, 2014 – November 17, 2014 (Contractual Basis) Online English Tutor • Korean & Chinese Clients • Meca English Tutorial Center • Pasig o Tutored students in English in all grade levels, including professional employees thru phone or video calls o Graded homework assignments, tests, and/or essays and maintain student progress reports September 2011 – 2018 Proprietress • Scrimp & Save General Merchandise (Hardware) • Cainta EDUCATION PHONE - EMAIL- WEBSITE [www.linkedin.com/in/mariacristina-villanueva0a-] College of the Holy Spirit, Mendiola, Manila Bachelor of Arts – Major in Communication Arts -) AWARDS & RECOGNITION • Agent of the Month December 2017 and February 2018, Pillar – Escalations • Team Lead of the month for September & November 2020 • Carlo Chiong Award – Semi Annual on June 2020 TECHNICAL SKILLS • • • • • • Email Solutions Microsoft Office: Excel, PowerPoint, Word Google Workspace: Sheets, Slides, Meets, Docs, Forms Service Cloud: Statistical Data Analysis, Mining, Research, Dashboard Monitoring Marketing Researcher Content Moderator: Twitter PERSONAL SKILLS • • Knack in identifying issues and overcome bottlenecks Organizational competency and attention to details Demonstrated ability to work well in a fast-paced environment Ability to work some occasional evening hours and schedule changes, as needed to support manpower • Well experienced in data analyzation, root cause analysis, operational management, data mining, handling reports and memos REFERENCES–Available upon request • •