Rose Ann Dela Cruz
Quezon City,Metro Manila
Summary
Accomplished Associate Director proficient in managing Tech and Telco operations with a proven track record at Foundever, enhancing operational excellence and stakeholder management. Achieved significant improvements in team productivity and customer satisfaction by fostering a culture of accountability and continuous professional development. Skilled in data analysis and strategic planning, successfully boosted employee retention and reduced costs, ensuring a robust bottom line.
Overview
17
17
years of professional experience
Work History
Director of Operations - Associate
Foundever
2022.11 - Current
- Achieved company-wide recognition for leadership excellence, mentoring high-performing team that consistently exceeded operational goals and objectives (Awarded as Brand Ambassador for two consecutive years FY'23 and FY'24).
- Analyzed customer feedback and identified areas for improvement to drive business success. (9 point improvement in NPS delivered within an eight week period).
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives. (Led a team of 500 in executing operational strategies, generating Revenue increase of $60,000 in current fiscal year)
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement. (Implemented leadership tactics and enhanced employee engagement resulting to a 29 point improvement in overall e-NPS within a 12 month period).
- Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements. (Resolved business non-compliance through training and focus group discussions, yielding 50% cost improvement and recognized by business partners as their key strategic partner for two consecutive quarters).
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality. (Implemented data-driven decision making processes to improve employee retention and achieved significant improvements and delivered
Senior Operations Manager
Foundever
2020.05 - 2022.11
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices. (Received a number of awards as Top Senior Operations Manager - monthly and quarterly for a Fortune 500 Telco company)
- Effectively managed departmental budgets, identifying opportunities for cost reduction and resource optimization.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities. (Awarded as People Manager for consistently meeting employee retention target).
Operations Manager
Foundever
2017.11 - 2020.05
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes. (Managed 100 - 150 HC and was a Consistent Top Operations Manager awardee)
- Developed and implemented strategies to maximize customer satisfaction. (Led New Hire Clusters in collaboration with the Training Department).
- Trained and guided team members to maintain high productivity and performance metrics.
Team Leader
Foundever
2015.10 - 2017.11
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance. (Received Top Team Leader Award in Q1 and Q2 2016 for a retail program)
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Team Leader
Probe
2010.08 - 2015.09
- Managed a high-performing sales team, consistently achieving and surpassing set targets. (Consistently awarded as Top Team Leader for a cruise line account; was sent to Australia twice in 2015 as incentive and for up-training).
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed. (Awarded as Team Leader of the Year for two consecutive years of supporting a communications account).
Communications Assistant
Probe
2009.08 - 2010.08
- Provided support to deaf or hard of hearing clients by transcribing telephone conversations.
- Maintained confidentiality while ensuring smooth, accurate communication flow.
Resolutions Specialist
Convergys
2008.08 - 2009.08
- Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in a timely manner for a telco campaign.
- Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
Customer Service Representative
Convergys
2007.07 - 2008.08
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Arts - Development Studies
University of The Philippines
Metro Manila05.2006
Skills
- Operational Excellence
- Stakeholder Management
- Data Analysis
- Change Management
- Financial Management
- Strategic Planning and Execution
Hobbies
I'm a travel enthusiast who takes pleasure in discovering new cultures, indulging in new cuisines, and going on unforgettable adventures. I am also an advocate for animals, I believe in the right of animals to exist without fear of abuse, exploitation or extermination.
Timeline
Director of Operations - Associate
Foundever
2022.11 - Current
Senior Operations Manager
Foundever
2020.05 - 2022.11
Operations Manager
Foundever
2017.11 - 2020.05
Team Leader
Foundever
2015.10 - 2017.11
Team Leader
Probe
2010.08 - 2015.09
Communications Assistant
Probe
2009.08 - 2010.08
Resolutions Specialist
Convergys
2008.08 - 2009.08
Customer Service Representative
Convergys
2007.07 - 2008.08
Bachelor of Arts - Development Studies
University of The Philippines
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