Hencelle Ruth Cruz
Quezon City, Metro Manila
Summary
Experience in handling multiple lines of businesses with the previous programs I have worked with and improved performance with the new program assigned to. Driving performance by identifying root cause of behavior and helping agents develop an action plan fit with their skills.
Overview
10
10
years of professional experience
Work History
Team Leader
Startek Philippines
08.2021 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Escalation Agent
StarTek
07.2019 - 08.2021
- Delivered prompt resolutions to escalated inquiries by gathering necessary information from customers and internal resources.
- Exceeded performance metrics consistently by effectively managing time and prioritizing tasks according to urgency.
- Upheld company reputation by providing exceptional service during difficult interactions, turning negative experiences into positive outcomes.
Customer Service Representative
Startek Philippines
03.2015 - 07.2019
Customer Service Representative
Teleperformance
10.2014 - 01.2015
Education
Bachelor of Arts - Hotel And Restaurant Management
Far Eastern University
Morayta, ManilaHigh School Diploma -
Christian Family Centre
Quezon City, Philippines03-2009
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Coaching and mentoring
- Performance improvement
Timeline
Team Leader
Startek Philippines
08.2021 - Current
Escalation Agent
StarTek
07.2019 - 08.2021
Customer Service Representative
Startek Philippines
03.2015 - 07.2019
Customer Service Representative
Teleperformance
10.2014 - 01.2015
Bachelor of Arts - Hotel And Restaurant Management
Far Eastern University
High School Diploma -
Christian Family Centre
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