Jheemee Ann Dela Cruz
Customer Service Supervisor
Taguig, Metro Manila,00
Summary
Accomplished Customer Service Supervisor with a proven track record at AB Leisure Exponent Inc., enhancing team productivity by over 85% through effective leadership and problem-solving skills. Expert in workforce management and customer relations, adept at creating strategies to boost customer retention and team performance. Demonstrates a strong ability to implement efficient processes and foster a collaborative work environment.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
AB Leisure Exponent Inc.
09.2023 - Current
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Created, prepared, and delivered reports to various departments.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Created customer support strategies to increase customer retention.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
Team Leader
FIS Global Solutions
03.2020 - 09.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
Team Leader
Taskus
11.2019 - 03.2020
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
Team Leader
Telus International Philippines
07.2015 - 09.2019
- Primes program initiatives to drive performance.
- Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and client concerns.
- Leads and manages a team of CSRs in the optimal execution of call center operations activities ensuring that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis.
- Conducts Performance Management activities, supports CSRs on their tasks, handles escalations, prepares reports and works with other team members for team and program initiatives.
- Acts as operations prime in the absence of Operations Managers related to management of day‑to‑day operations, including but not limited to stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met.
- Acts as a liaison for both internal and external groups for program initiatives.
- Helps create and drive critical account initiatives and programs.
- Acts as a catalyst for Peer‑to‑Peer Development.
- Supports complex and/or multiple products/LOBʼs/queues and/or manages and/or supports resolution/escalation/coach teams and other specialized functions.
- Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.
- Ensures that all Company and/or Client updates are cascaded to all individuals in the program by conducting regular meetings with TCʼs.
- Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.
- Analyzes the necessary information (i.e. Baleen, top and bottom performing teams/agents) and translates this to tangible and relevant data on program performance.
- Facilitates on‑boarding of new team members including Operations Orientation.
- Performs administrative duties for the team (i.e. payroll)
Zynga Player Advocate (Zynga Black)
Telus International Philippines
01.2012 - 07.2015
- Builds and maintains customer satisfaction by providing real-time professional and efficient customer support via both email and chat
- Documents user feedback and suggestions
- Monitors all games, conduct investigations and escalate game issues - Identifies new methods to further improve usersʼ customer support experience
- Represents the company, as needed, in events to strengthen offline presence
Customer Service Representative
Results Manila Incorporated, Pasig City
09.2010 - 11.2011
- Uses multiple computer applications to respond to customer needs - Assists customer with basic troubleshooting and questions regarding product or account issues
- Documents customer calls in the database system; including resolutions, issues, and general notes
- Attends continuous training on product and procedural updates
- Maintains, at a minimum, target levels of productivity and performance
- Helps maintain a good team and working environment by assisting fellow employees and participating constructively in meetings
- Ability to multi-task; listening, inputting data, providing solutions, navigating through various screens while applying customer satisfaction techniques
Customer Service Representative
Convergys Phil. Services Corporation
06.2010 - 06.2010
- Acts as a brand ambassador
- Assists customer with billing problems via phone support
- Resolves technical issues and assists customers with basic troubleshooting steps
- Ensures our clientsʼ customers enjoy authentic customer service experience
Education
Bachelor of Science - Business Administration And Management
Polytechnic University of The Philippines
Taguig, Metro Manila, Philippines 04.2001 -
Skills
Problem-Solving
Timeline
Customer Service Supervisor
AB Leisure Exponent Inc.
09.2023 - Current
Team Leader
FIS Global Solutions
03.2020 - 09.2023
Team Leader
Taskus
11.2019 - 03.2020
Team Leader
Telus International Philippines
07.2015 - 09.2019
Zynga Player Advocate (Zynga Black)
Telus International Philippines
01.2012 - 07.2015
Customer Service Representative
Results Manila Incorporated, Pasig City
09.2010 - 11.2011
Customer Service Representative
Convergys Phil. Services Corporation
06.2010 - 06.2010
Bachelor of Science - Business Administration And Management
Polytechnic University of The Philippines
04.2001 -
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