Mark Cris Dela Cruz

Energetic and resourceful, with keen ability to adapt to fast-paced environments. Adept at operational planning and workflow optimization, with focus on efficiency and productivity improvements. Committed to driving impactful results through effective team collaboration and process enhancements.

• As a Senior Trainer and Training Supervisor, I played a key role in helping the Training Department improve quality scores by leading the Product Mastery Assessment (PMA) Project. This initiative was designed to measure the level of understanding and competency of each learner, providing both Training and Operations with valuable insights. It served as a foundation for improving call quality, which created a positive domino effect on key performance indicators such as CSAT, Sales, and FCR.
• Transitioning into my role as an Operations Manager for the first time, we started with just 20 headcount under a single line of business. Within a span of six months, we successfully scaled to 160 headcount and added one more LOB, marking a significant milestone for the team. This growth was driven by a strong focus on people engagement, culture building, and consistent recognition of our team members — core elements that continue to fuel our success.