John Emil Cruz

• Connecting clients and caregiver teams outside of the regular EST hours
• Foster an alliance with clients and families regarding the schedule and care
• Optimize Caregiver's availability based on the clients needs
• Confirm schedules with both caregivers and the clients - communicating any changes
• Communicate with the billing department and verify caregiver attendance
• Connect with Human Resource Department. regarding caregiver's performance and employment
• perform administrative tasks and duties as assigned

• Instructed Art, P.E., and English to over 100
students spanning grades 8 through 12
annually
• developed detailed lesson plans aligned with
Thailand's curriculum standards
• Cultivated a positive learning atmosphere
through team-building activities and positive
reinforcement strategies
• Emphasized the social and emotional growth
pf adolescent learners, collaborating closely
with school guidance personnel and the
headmaster
• Organized annual art exhibitions to promote
and nurture student creativity
• Tracked and assessed student progress,
consistently motivating them to enhance their
skills

• Oversaw a team of 18 level 2 technical support
representatives, guiding them towards
achieving their career aspirations.
• Addressed escalated customer concern
promptly and effectively.
• Managed the recruitment, hiring, and training
processes for new employees, while also
conducting performance evaluations.
• Served as the primary back up for the
Operations Manager when needed.
• Collaborated with management to devise and
execute strategic plans, initiatives, and goals.

• Top 8 agent for 2012 Q3 (3rd quarter) 3.07
• Top 3 agent for the month of September
with score card of 3.39
• Consistently a top performer for PSAT (Provider Satisfaction)
• Selected to be part of brainstorming pool for root cause analysis with regards to decreasing AHT
• Selected to be one of few tenured agents for side by side sessions with new hired agents

• Conducts proofreading of email response
from agents within the payoff segment to
guarantee precision and adherence to proper
grammar, spelling, and punctuation standards.
• Performs audits to ensure compliance with
Service Level Agreements (SLAs) pertaining
to loan maturities and Payoff Request
Workflow.
• Engages in outbound calls, email
correspondence, and manages inbound
inquiries from borrowers, property
management companies, title companies to
facilitate loan payoff and maturity processes.
• Initiate outbound calls and email
communication to collect payments on past
due matured loans and monthly mortgage
installments, with loans not exceeding $50
million in principal.
• Screens all incoming wires for the company,
ensuring accurate and timely application of
payoff funds.
• Supports supervisor in onboarding new
members of the payoff and maturity segment,
including assistance with refresher training
incentives.