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
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
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