VAL LUIS G. DELA CRUZ
Operations Supervisor
Kawit, Province Of Cavite
Summary
To ultimately attain a respectable position in a globally competitive company that would assist me in developing my leadership and personal skills and by aggressively completing a strategic self-directed career action plan.
Overview
18
18
years of professional experience
1
1
Language
Work History
Team Leader, Sales Operations
Pinnacle Intelligence
12.2025 - Current
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Exceeded sales targets by motivating team members and providing ongoing coaching.
- Enhanced customer satisfaction through proactive problem-solving and consistent followup.
- Developed strong relationships with key clients, resulting in increased repeat business.
Team Leader
TaskUs
03.2025 - 11.2025
- 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.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Operations Supervisor
Sitel
03.2019 - 03.2025
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong client relationships to streamline requirements and tailor services to meet business needs.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Sales Account Executive
Telstra (Telco Services Australia)
05.2017 - 03.2019
- Mastered and constantly improved sales prospecting, follow-up and upsell processes.
- Managed sales cycle to maintain solid customer base.
- Top 1 Sales Executive for the first Quarter in 2018.
Operations Coach (Supervisor)
SITEL Philippines
11.2014 - 04.2017
- Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
- Key Achievements
- Consistently in the Top 3 Supervisor for the Cluster by meeting the key metrics in place for the team
- Top 2 Quality Coach by following the call guidelines and maintaining high CSAT scores.
- Top 1 Sales Coach (December 2016), generated most number of sales closed for the whole site.
- Job Description:
- Responsible for handling a group of agents
- Evaluate and monitor call handling and agent behavior for progress.
- Provide floor support / conducts floor walks on a real-time basis to agents
- Manage & track productivity and deliver results
- Participate in calibrations and meetings
- Uphold policies and procedures for the account and for Sitel
Subject Matter Expert (SME)
SITEL Philippines
07.2014 - 11.2014
- SMEs are a valuable information resource and provide a wealth of knowledge and support to agents. They may serve as liaisons to the functional area from which they obtained their expertise. SMEs are often the "go to" people for assistance and up-to-date information on a specialty, policies, processes, quality, marketing programs or general contact center issues.
- Job Responsibilities:
- Conducted Sales talks to new hires.
- Maintained cluster sales, day over day and month over month.
- Assisted agents in closing sales.
- Monitored performance of respective agents/ groups assigned.
- Provide floor support / conducts floor walks on a real-time basis to agents
- Perform administrative duties in reference to: paper works for scoring, sign sheet, among others.
Customer Account Executive
SITEL Philippines
01.2014 - 07.2014
- Took inbound calls within the guidelines and goals established by our clients and our center's management.
- Learned and retained a working knowledge of accounts, gathering and verifying customer information, data entry, assisting customers with account specific information such as troubleshooting technical issues, billing inquiries, processing of payments, and explaining new products and services offered.
Telesales/Telemarketing
Epixtar IT Enabled Philippines
10.2008 - 06.2010
- Driven sales through outbound cold and warm leads.
- Handled all out-going phone calls with courtesy and professionalism.
- Identified opportunities to up-sell and refer the service.
- Listened actively, question appropriately and provide feedback to build customer relationship.
Education
Bachelor of Science - Hotel and Restaurant Management
Arellano University
Pasig01-2014
High School - undefined
Rizal High School
01-2004
Skills
- Technical Skills
- Excellent in written & verbal communication skills in English
- Good problem solving and analytical skills, ability to empathize, prioritizing customer needs and cost effective decision making skills
- Able to work under pressure ensuring the timeline is achieved
- Good in negotiating and presentation skills
- Familiar & able to navigate basic PC Operating Systems for Win 98 and above
- Working knowledge of MS Office Applications such as Excel, Word, PowerPoint and Outlook
Accomplishments
- Vice President – Student Council Batch 2014
- President – School of HRM 2014
TRAININGS and SEMINARS
- Human Resource Aspects: What Hotel Expects From Its Employees and Vice Versa 12th Floor Robinsons Astoria Plaza, Pasig City February 28, 2013
- Continuing Education- Familiarization Tour Tourism Industry Situation in Aurora Province Baler Aurora February 26-28, 2012
Timeline
Team Leader, Sales Operations
Pinnacle Intelligence
12.2025 - Current
Team Leader
TaskUs
03.2025 - 11.2025
Operations Supervisor
Sitel
03.2019 - 03.2025
Sales Account Executive
Telstra (Telco Services Australia)
05.2017 - 03.2019
Operations Coach (Supervisor)
SITEL Philippines
11.2014 - 04.2017
Subject Matter Expert (SME)
SITEL Philippines
07.2014 - 11.2014
Customer Account Executive
SITEL Philippines
01.2014 - 07.2014
Telesales/Telemarketing
Epixtar IT Enabled Philippines
10.2008 - 06.2010
High School - undefined
Rizal High School
Bachelor of Science - Hotel and Restaurant Management
Arellano University