Carissa Janel Cruz
Virtual Assistant
Angono, Rizal
Summary
Highly motivated self-starter who takes initiative with minimal supervision. Exceptional listener and communicator who effectively conveys information verbally and in writing. Proven relationship-builder with unsurpassed interpersonal skills. Energetic performer consistently cited for unbridled passion for work, sunny disposition and upbeat, positive attitude.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Operations Manager Apprentice
Alorica Teleservices, Inc.
Quezon City
04.2022 - 12.2022
- Serves as the program's main point of contact and bridge for onshore clients.
- Attends weekly business review meeting and discusses site performance with onshore clients.
- Responds to client request e-mails in a timely and professional manner.
- Coaches team managers into effective coaching styles and techniques.
Operations Team Manager
Alorica Teleservices, Inc.
Quezon City
05.2021 - 04.2022
- Handles around 15-17 team members from both work-from-home and in-office (hybrid setup).
- Overseeing, training, or advising team managers towards self-improvement and self-growth.
- Motivating and inspiring team members to work on their performances and metrics.
- Engages team members in a goal setting.
- Redirecting team members towards career growth and honing them to be the next leaders.
Senior Representative
Alorica Teleservices, Inc.
Quezon City
04.2021 - 05.2021
- Designated as team lead at a training class and monitored trainees' performance.
- Demonstrated knowledge of company mission and goals and mentored trainees in reaching objectives aligned with company core values.
- Mentoring and guiding trainees to foster proper completion of assigned duties and target goals.
- Coaching trainees in customer service techniques like using tailored statements and providing feedback and encouragement toward reaching target goals.
Customer Service Representative
Alorica Teleservices, Inc.
Quezon City
09.2020 - 04.2021
- Processing claims for physical damage, mechanical breakdown, lost, and stolen devices.
- Delivering excellent customer service experience by providing tailored statements specific to customer's concern.
- Responding to requests for assistance and/or possible processing of credit card authorizations.
- Tracking calls related information of each call received for auditing and reporting purposes.
- Maintaining and updating customer information as necessary.
- Making attempts to resolve issues and deescalate issues of irate or dissatisfied clients.
- To the best of abilities, providing technical product support.
Customer Service Sales Representative
Alorica Teleservices, Inc.
Quezon City
01.2018 - 09.2020
- Responding to requests of customers related to client specific services.
- Probing questions that are effective and specific to customers' wants and needs.
- Improving customer satisfaction and loyalty by building strong relationships with customer accounts.
- Overcoming objections when an offer is presented to the customer in a way that strengthens relationships and delivers a positive customer experience.
- Knowing how to deliver a sales pitch to every kind of customer.
- Up-selling to customer upgrades as necessary.
- To the best of abilities, providing technical product
support.
Education
Bachelor of Arts - International Studies
Far Eastern Univeristy
Manila, Philippines 06.2012 - 06.2017
Skills
Customer relations and communications
Administrative support
Report analysis
Meeting minutes
Scheduling and calendar management
Customer and client relations
Social media knowledge
Transcription and dictation
Writing reports
Timeline
Operations Manager Apprentice
Alorica Teleservices, Inc.
04.2022 - 12.2022
Operations Team Manager
Alorica Teleservices, Inc.
05.2021 - 04.2022
Senior Representative
Alorica Teleservices, Inc.
04.2021 - 05.2021
Customer Service Representative
Alorica Teleservices, Inc.
09.2020 - 04.2021
Customer Service Sales Representative
Alorica Teleservices, Inc.
01.2018 - 09.2020
Bachelor of Arts - International Studies
Far Eastern Univeristy
06.2012 - 06.2017