Riza Dela Cruz

Riza Dela Cruz 14J 10th Ave. North Signal Village, Taguig City Mobile #:- Email Add:- Professional Experience: Team Leader (chat, voice and email) – CSS Corp, BGC Taguig September 2019 – June 1, 2021 Supervises a staff of customer service representatives that process orders, prepare correspondence, and fulfill needs of existing customers that are risk of cancelling services. Manages all customer retention activities. Takes initiative in customer satisfaction via process improvement plans and efficient reporting and flow of information. Takes escalation for any dispute and fraud related concerns. Operations Supervisor (Inbound and Outbound) – ARB Call Facilities, Taguig June 2016 – August 2019 Handled all the duties and responsibilities assigned to Operations Supervisor efficiently, these duties are as of follows: Responsible for motivating and coaching team members with Percentage To Goal metric. Responsible for the consistent execution of stated company policies. Responsible for providing process updates, ensure that all members are calibrated and maintain compliance on all Federal law and Regulations requirement. Maintain client relationships with key contacts including consistent communication. Prepare MBR (Monthly Business Review) and QBR (Quarterly Business Review) to track performance. Tier 2/POC Account Protection Expert – Convergys, Makati September 2014 – February 2016 Responsible for tracking criminal fraud, which may involve monitoring financial transactions and analyzing data retrieved for irregular patterns. Responsible for taking escalations, feedback or either commendations. Responsible to take over the team when immediate superior is not available and do other admin tasks. Tier 2/SME Travel Specialist – Aegis People Support, Makati April 2013 – July 2014 Responsible for advising clients about suitable options in accordance to their needs, wants and capabilities. Help clients plan trips either domestic or international destination, tours, accommodations, transport, insurance and fares. Responsible for having definite source of knowledge and expertise in the business product and services. Seminars Attended: Compliance Training Federal Law and Regulations Anti-Fraud Application Training How to prevent fraud activities Talent Keepers Designed to master the art of managing employees and ways of retaining them Artificial Intelligence Disrupting the stereotype notion of the Call Center Industry Building Empathy Trying to understand other people’s experience and perspectives Be Amazing or Go Home Bring exceptional realizations in your corporate and personal life Coaching Fundamentals Shapes best practices for coaching call center employees for enhanced performance Six Thinking Hats Powerful technique for looking at decision making from different points of view Lean Six Sigma – Yellow Belt Responsible for the development of process maps to support Six Sigma implementation ***Character reference upon request*** Riza Dela Cruz Name of Applicant