Louie I. Dela Cruz
Senior Process Executive
Pasig City
Summary
A position of responsibility where I can contribute to the success of a progressive organization, utilizing my qualification, experience and quality attitude.
Overview
14
14
years of professional experience
Work History
Fraud Investigator
Infosys BPM
07.2024 - Current
- Identified potential risks by conducting thorough investigations and analyzing transaction patterns.
- Conducted prompt and thorough investigations on referred files.
- Served as a mentor to junior investigators, sharing knowledge and expertise while fostering a collaborative team environment.
- Summarized all key information regarding investigation into detailed report for delivery to client.
Team Manager (Telco Account)
IBEX Global
11.2019 - 11.2023
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Customer Service Representative / SME - Subject Matter Expert
IBEX Global
11.2015 - 10.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Outlet Supervisor
Racal Motorsales Corporation
01.2012 - 09.2015
- Stayed current on industry trends to inform decision-making regarding merchandise selection for the outlet store.
- Supervised and effectively trained Number employees to decrease process lags and boost productivity.
- Answered questions about store policies and addressed customer concerns.
- Streamlined outlet operations for increased efficiency by implementing new process improvements.
Education
BT - AET (Automotive Engineering Technology)
Technological University of the Philippines
Manila10.2009
High School Diploma -
San Jose del Monte National Trade School
City Of San Jose Del Monte, Bulacan01.2005
San Rafael (BBH) Elementary School
San Rafael BBH, Sapang Palay, CSJDM, Bulacan01.2001
Skills
Time Management
Critical Thinking
People Management
Microsoft (Word, Excel and PowerPoint)
Data Analyst
References
- Russelle Juliet V., Rigonan, Customer Service Representative, +639178925012, Carelon, Ortigas
- Kirstin, Tumacay, Operation Manager, +639499934251, IBEX Global, Mandaluyong
Timeline
Fraud Investigator
Infosys BPM
07.2024 - Current
Team Manager (Telco Account)
IBEX Global
11.2019 - 11.2023
Customer Service Representative / SME - Subject Matter Expert
IBEX Global
11.2015 - 10.2019
Outlet Supervisor
Racal Motorsales Corporation
01.2012 - 09.2015
BT - AET (Automotive Engineering Technology)
Technological University of the Philippines
High School Diploma -
San Jose del Monte National Trade School
San Rafael (BBH) Elementary School