ANNA MARIE DELA CRUZ
Experienced Customer Care Professional
San Juan City
Summary
Forward-thinking professional offering more than 25 years of experience working for various companies prioritizing tasks and assessing customer needs. Fantastic Customer Management skills with training in Customer Service. Dedicated Customer Service Administrator with background in troubleshooting customer issues and CRM software. Quickly identifies issues and finds most effective solutions. Offering successful career history comprising more 25 years.
Overview
30
30
years of professional experience
Work History
Custome Service Administrator
Sourcepass
10.2023 - 07.2024
- Implemented effective conflict resolution strategies to de-escalate tense situations between customers and staff while maintaining professionalism.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Dispatch incoming tickets to the right level and departments.
Customer Service Executive- Work from Home
LTV Plus
12.2021 - 12.2022
- Answering Customer Service Inquiries, Aftersales Thu Email and Live Chat
- Accounts handled: Ecommerce accounts
Customer Service Executive- Work from Home
Probe Group
08.2020 - 05.2022
- Answering customer inquiries thru phone / email and chat
- Account handled: Logistics - TOLL Logistics, Car rental - AVIS and BUDGET
Customer Service Executive- Work from Home
ADSKILLS
02.2020 - 04.2021
- Responding to customer inquiries and providing customers with product information
- Answering email in Helpscout/ Samcart/Active Campaign
Customer Service Representative - HOMEBASED
TripGuru
09.2019 - 05.2020
- Responding to customer inquiries and providing customers with product information
- Answering phone calls, chat, and email
- Booking trips and managing it for the customers
Customer Service Representative - HOMEBASED
ZOOM2U
09.2017 - 11.2018
- Responsible in onboarding of new couriers/drivers that will use the platform for Zoom2u
- Hiring and validating documents submitted by applicants
- Answering customers and couriers inquires thru live chat, phone calls and email
Consumer Information Specialist
North America Consumer Information Center
09.2012 - 06.2017
- After sales and complaints handling of consumers on HENKEL NA's products thru phone and email
- Support Customer Service Team in North America by processing the cases that are emailed to the team
- Responds to information inquiries, provides remedies and collateral materials as appropriate
- Inputs consumer feedback through the use of the database with a high degree of accuracy
- Evaluates information presented by consumers to determine the company's capability and satisfactorily negotiates on other payments Requirements
Supervisor
Financial Services Escalation / Complaints Resolution Group
07.2010 - 11.2010
- Handles fulfillment operations of Trade Business and Financial Services (Smart Money and Smart load)
- After sales and complaints handling
Supervisor
Interactive Social Media Services Group
10.2009 - 06.2010
- Manage 1 team with a collective headcount of more than 30 CSRs to manage the email, Traditional mail, and social media touch points of the company
- Manage a 24-hour SLA for email and traditional correspondences, and 3-hour SLAs for Concerns raised on social media/networking sites
- Ensure interaction accuracy scores of 98% and quality scores of 95% for all transactions
- Ensure over-all Customer Satisfaction ratings of at least 90%, based on Customer Satisfaction Surveys
- Formed part of the cross-functional group that laid out the fundamentals for the Philippines' first Customer Service Provider on Twitter and Facebook
OPERATIONS MANAGER
e-PLDT Ventus/ iContacts Corp.
01.2009 - 09.2009
- Manage all aspects of Ventus Smart Bro contact center operations and functions, by increasing the quality of service, implementing innovative solutions that improve efficiency and decrease cost, while maintaining a high level of customer satisfaction
VENDOR MANAGEMENT COORDINATOR
FINANCIAL SERVICES (SMARTLOAD and SMART MONEY HOTLINE)
10.2008 - 12.2008
- Oversees and manages the service provider's day-to-day operations to ensure compliance to the organization's requirements
- Strategic supervision of the program's performance in quality and service
- Undertaking project/program management
- Vendor-relationship management
- Measuring the level of proficiency by ICONworkforce relevant to the required minimum skills and knowledge and identifying the content areas where development/growth is needed
SHIFT SUPERVISOR
SMART MONEY HOTLINE OPERATIONS
04.2008 - 09.2008
- Measures and monitors the plans, skills, processes and performance management system compliance at all levels in Customer Care Organization to drive improved performance in order to achieve customer satisfaction
- Guiding Customer Care with a management system framework according to COPC standards on Leadership, Process, People and Performance categories
- Daily/ weekly/ monthly monitoring of each team members to ensure compliance in meeting Call Center Targets
- Responsible for preparation and review of daily, weekly and monthly operations report
- Oversee operation in the absence of the over-all supervisor
- Handles accounts escalated by the team members and VIP accounts endorsed by management to ensure timely and efficient resolution of the complaints
- Responsible for knowing all information on new and existing promos, products and services and after sales policies
SHIFT SUPERVISOR
SMARTLOAD HOTLINE OPERATIONS
01.2005 - 01.2008
- Daily/ weekly/ monthly monitoring of each team members to ensure compliance in meeting Call Center Targets
- Responsible for preparation and review of daily, weekly and monthly operations report
- Oversee operation in the absence of the over-all supervisor
- Handles accounts escalated by the team members and VIP accounts endorsed by management to ensure timely and efficient resolution of the complaint
- Responsible for knowing all information on new and existing promos, products and services and after sales policies
SHIFT SUPERVISOR
PREPAID HOTLINE OPERATIONS
01.2000 - 01.2004
- Daily/ weekly/ monthly monitoring of each team members to ensure compliance in meeting Call Center Targets
- Responsible for preparation and review of daily, weekly and monthly operations report
- Oversee operation in the absence of the over-all supervisor
- Handles accounts escalated by the team members and VIP accounts endorsed by management to ensure timely and efficient resolution of the complaint
- Responsible for knowing all information on new and existing promos, products and services and after sales policies
Call Center Supervising Officer
PILIPINO TELEPHONE CORPORATION (PILTEL)
01.1997 - 01.2000
- In-charge in over seeing day to day operations of the Call center
- Monitors Call Center staff and analyze Call Traffic
- Initiate strategies to improve Service Level
- Takes charge in doing the monthly schedule of call center inbound; analyze correct Staffing in correlation to appropriate manning
Call Center Representative
PILIPINO TELEPHONE CORPORATION (PILTEL)
01.1995 - 01.1997
- Delivers quality service that delights the customers through effective call handling; processing of requests and after sales transactions
Education
Skills
Data Entry
Information Updates
Meeting deadlines
Customer service excellence
Scheduling appointments
Report Generation
Telephone Etiquette
Follow-up skills
Payment Processing
Research
Issue Resolution
Corporate policies
Data Management
Troubleshooting
Call center experience
CRM Software
Account Management
Escalation management
Customer Needs Assessment
Complaint Handling
Interdepartmental communication
Customer Focus
Project Coordination
Office Management
Vendor Management
Employee Supervision
Facilities Maintenance
Teamwork and Collaboration
Customer Service
Microsoft Office
Problem-Solving
Time Management
Problem-solving abilities
Team Leadership
Multitasking
Operations Management
Multitasking Abilities
Customer Service Management
Excellent Communication
Decision-Making
Self Motivation
Time management abilities
Adaptability and Flexibility
Documentation and control
Leadership Development
Effective Communication
Performance Management
Team Collaboration
Active Listening
Organizational Skills
Multitasking and Organization
Staff Management
Team building
Attention to Detail
Problem-solving aptitude
Handling Complaints
Adaptability
Strategic Planning
Appointment Scheduling
Root Cause Analysis
Quality Assurance
Report Writing
Relationship Building
Analytical Thinking
Coaching and Mentoring
Administration and Operations
Administrative Management
Support Services
Analytical Skills
Task Prioritization
Interpersonal Skills
Professionalism
Reliability
Schedule Management
Policy Implementation
Scheduling and calendar management
Workflow Planning
Phone and Email Etiquette
Interpersonal Communication
Continuous Improvement
Staff Scheduling
Skypeid
amdelacruz03
Personal Information
Date of Birth: 05/03/73
References
- Mr. Ralph Mateo, Operations Supervisor, LTV Plus, 09682115690
- Mr. Patrick Espiritu, Work Force Manager, Concentrix, 09178797953
- Mr. Noel Racho, Head, Human Resources Department, Miriam College Foundation, Inc, 580 5400
Training
- Australian Culture, 09/01/17
- Delivering Excellent Service to Consumer, 02/01/17
- English Fluency by Guthrie Jensen, 05/25/15
- Proactive Customer Service, 01/19/15
- American Culture, 02/17/14
- Handling Complaints, 09/02/13
- Telephone Excellence, 05/27/13
- Coaching Training (TeleDev), 05/20/09
- Network and Telephony (COSMO) Training, 05/15/09
- Call Center Performance Training (Jay Tuazon), 04/27/09
- Negotiations Skill Enhancement Seminar (AESOD), 09/22/09
- Visual Impact Program - Image Enhancement (Abbygale Arenas), 05/26/08
- Essential for Leadership, Motivating others and Resolving Conflict, 12/11/07
- People Management CIAC (Daniel Ord - OmniTouch), 11/16/07
- KPIs in Operations: Numbers that make the difference (CCAP), 10/27/07
- Tech Bytes and Call Center 101, 07/17/07
- Neuro-Linguistic Program - Impact! Art and Science of Persuasion, 06/20/07
- COPC (Base Standard) Workshop, 03/28/07
- Smart Bro Technical Training, 02/12/07
- MS Excel Training, 01/24/07
- Research-Based Process Improvement Training (ACCORD), 11/09/06
- Project Management Training (Steven Lesser), 09/18/06
- Tech 101 Training, 01/29/06
- Performance Management System Assessment and KCRP Audit Workshop, 03/27/06
- Process Audit Workshop, 03/06/06
- COPC Refresher Course, 02/27/06
- COPC, 08/23/05
- EQ Training for Branded Services, 10/24/06
- Branded Customer Service Seminar (Management Strategies), 04/14/05
- Balance of Life Services (Anthony Pangilinan), 07/30/03
- SEP Clinic, 06/12/03
- Business Writing Training (Clear Concise Cordial: The I-CON Business Writer), 01/06/03
- English Proficiency Training, 01/06/03
- Telesales Training, 01/02/02
- Computer Literacy Program, 09/25/02
Timeline
Custome Service Administrator
Sourcepass
10.2023 - 07.2024
Customer Service Executive- Work from Home
LTV Plus
12.2021 - 12.2022
Customer Service Executive- Work from Home
Probe Group
08.2020 - 05.2022
Customer Service Executive- Work from Home
ADSKILLS
02.2020 - 04.2021
Customer Service Representative - HOMEBASED
TripGuru
09.2019 - 05.2020
Customer Service Representative - HOMEBASED
ZOOM2U
09.2017 - 11.2018
Consumer Information Specialist
North America Consumer Information Center
09.2012 - 06.2017
Supervisor
Financial Services Escalation / Complaints Resolution Group
07.2010 - 11.2010
Supervisor
Interactive Social Media Services Group
10.2009 - 06.2010
OPERATIONS MANAGER
e-PLDT Ventus/ iContacts Corp.
01.2009 - 09.2009
VENDOR MANAGEMENT COORDINATOR
FINANCIAL SERVICES (SMARTLOAD and SMART MONEY HOTLINE)
10.2008 - 12.2008
SHIFT SUPERVISOR
SMART MONEY HOTLINE OPERATIONS
04.2008 - 09.2008
SHIFT SUPERVISOR
SMARTLOAD HOTLINE OPERATIONS
01.2005 - 01.2008
SHIFT SUPERVISOR
PREPAID HOTLINE OPERATIONS
01.2000 - 01.2004
Call Center Supervising Officer
PILIPINO TELEPHONE CORPORATION (PILTEL)
01.1997 - 01.2000
Call Center Representative
PILIPINO TELEPHONE CORPORATION (PILTEL)
01.1995 - 01.1997