Profileimage by Clarinda DelaCruz Associate Director for Operations from Mandaluyong

Clarinda Dela Cruz

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Last update: 02.07.2020

Associate Director for Operations

Graduation: BS in Commerce Major in Management of Financial Institutions
Hourly-/Daily rates: show
Languages: English (Full Professional)

Attachments

CV Clarinda.pdf

Skills

  • Technical support                                                                               
  • Call calibration
  • Employee development
  • Call center/BPO
  • Coaching
  • Conflict resolution
  • Performance improvement
  • Client relationship
  • Customer satisfaction
  • Service delivery
  • Documentation
  • Employee relations
  • Goal setting
  • Processes improvement
  • Quality/Call monitoring
  • Recruiting/hiring
  • Reporting
  • Strategic leadership
  • Schedule coordination
  • Data collection and analysis
  • Budgeting
  • Negotiation
  • Regulatory Compliance
  • MS Office
  • Communications
  • Team building
  • Customer service

Project history

07/2017 - 06/2019
Associate Director for Operations
VXI (>10.000 employees)
Other
* Lead teams of up to 300 FTE, supervising daily performance as well as training and improvement
plans.
* Conducted a study that lead to a KPI being waived, positively impacting our overall
performance attainment and our financial bonus/penalty.
* Analysis - Manages call center operations by means of reviewing and analyzing reports,
records, and data to ensure that all quality, efficiency, and productivity standards/targets
are met.
* Reporting - Analysis of reports rooting from several sources (whether client-based or
internally-generated reports) essential in the day-to-day functions. Highly keen on the
details provided & hold Operations and/or other departments accountable to take actions on
areas needing improvement.
* Goal-Setting - Sets operational goals and business objectives. When needed, translates these
goals into actionable items from Operations Managers down to Team Leaders level. This includes
setting or recommending topics for pre- and/or post-shift meetings/huddles with respective
groups discussing goals, trends, action plans, among other announcements; including checks &
balances (i.e. check for understanding).
* Discipline - Maintains a strict form of discipline at all times, in terms of processes and
policies. May implement corrective actions to address performance gaps and analyze trend data
to coach Operations Managers and Team Leaders to attain goals and objectives. Specific
follow-through activities are also required. This includes Remediation Programs, Performance
Success Plans, etc.
* Client-Dealing - Conducts interactions and regular communication with the vendor manager, in
partnership with the Client Services. Interactions include (not limited to): client call
calibration, coaching observation, performance rankings and reviews, staffing, daily
summaries, among others. Meeting deadlines for client requirements is a must. Participated in
project calls to launch a program and familiarity with SOW (Statement of Work) and other
contractual obligations.
* Workforce Management - Keeps a close watch on WFM in terms of staffing requirements, schedule
adherence, recruiting overtime as the business requires; etc.
* Motivation - Formulates and proposes strategies, and taps the necessary teams, to motivate
teams and agents alike. This can include incentive programs, hypes, and other employee
engagements.
* Quality - Works with the Quality Team and with the client side to make sure VXI Operations
conform to all guidelines and quality standards set
* Training - Works with the Training Team to provide Operations with necessary acceleration
huddles and skills transfer sessions.
* Kept operations responsive and agile with proactive solving of routine and complex concerns.

11/2012 - 07/2017
Manager
AT&T Uverse Tier 1, Red flag, Lab specs and ICM
* Top performing Operations Manager for two consecutive years
* Manage the performance of 5 to 7 production teams
* Understands performance measures, calculation, and consistent achievement of the account's
goals
* Executes management-initiated action plans and creates own hype for the division
* Identifies root cause of performance variance and create necessary action plans
* Conducts FGD sessions, customer experience alignment, coaching triads, and real time
monitoring
* Attends calibration sessions and performance discussions with the client
* Works with other support groups (quality analysts, trainers, HR, workforce, etc.) for
operational and administrative concerns
* Handles escalation/manager calls
* Conducts final interviews for the account's internal and external applicants for agent and TL
positions.
* Trained and guided team members to maintain high productivity and performance metrics
* Maintained team efficiency by strategically delegating daily activities, monitoring output and
rewarding positive contributions
* Applied strong leadership and problem-solving skills to maintain performance and organize
structure to meet daily deliverables

09/2012 - 11/2012
Senior Team Development Leader
AT&T Uverse Tier 2 technical
support)
* In charge of a team composed of 12-14 inbound level 2 technical support agents who offer
technical expertise while providing excellent customer experience to AT&T U-verse members
(provided support to customers via phone and chat support to level 1 technical support agents)
* First point of contact for escalations and in contact with multiple AT&T departments to ensure
customers' issue resolution
* Manage general performance parameters for the entire team through effective setting of
expectations, coaching, monitoring, evaluating and reinforcing performance through periodic
performance reviews, mentoring, skill building and improvement plans
* Provide opportunities for employee development through counseling, identifying of high
potential employees, delegating special projects, and facilitating task forces
* Focus on employee-related concerns such as attrition, absenteeism, morale, disciplinary
action, conflict resolution and/or employee grievances, motivation through collaboration with
Employee Relations and concerned parties
* Ensure alignment of individual and business goals through constant communication, training and
monitoring of agents, to guarantee excellent customer experience is provided to customers

01/2010 - 09/2012
Team Development Leader
* Consistently in the upper quartile
* In charge of a team composed of 12-18 inbound level one technical support agents who offer
technical expertise while providing excellent customer experience to AT&T U-verse members
* Manage general performance parameters for the entire team through effective setting of
expectations, coaching, monitoring, evaluating and reinforcing performance through periodic
performance reviews, mentoring, skill building and improvement plans
* Provide opportunities for employee development through counseling, identifying of high
potential employees, delegating special projects, and facilitating task forces
* Focus on employee-related concerns such as attrition, absenteeism, morale, disciplinary
action, conflict resolution and/or employee grievances, motivation through collaboration with
Employee Relations and concerned parties
* Ensure alignment of individual and business goals through constant communication, training and
monitoring of agents, to guarantee excellent customer experience is provided to customers
* Assist Team Lead Apprentices in preparation for their Internship, ensuring that the TLA is
fully equipped with the necessary skills and competencies required to successfully graduate
from the apprentice program

09/2008 - 01/2010
QA Analyst
NCO
* Ensure that agents are compliant with the credit and collections law
* Provide updates from the client to the production team
* Licensed debt collector

02/2007 - 06/2008
QA Analyst
Accenture (>10.000 employees)
Other
* Provide general quality and continuous improvement support to the organization
* Initiate roll-out of quality related activities
* Provide support in documenting business processes and other continuous improvement projects
* Generate and analyze reports (statistics, graphs, etc) specifically on the status of quality
initiative implementation
* Manage the complete life cycle of the documents (upload, clean, version control, archiving)
and update the organization of changes
* Maintain the organization of department files/references and performance reports
* Assist in implementing plans and strategies designed and developed for rolling-out quality
initiatives to operations
* Provide support in preparing training materials to drive quality awareness
* Facilitate calibration sessions with partners (both operations and client side)
* Provide monitoring of live and recorded calls using a defined set of guidelines
* Conduct regular coaching sessions with agents to achieve superior customer satisfaction
delivery
* Monitor the agents' performance (QA scores, FCR, AHT, etc.) and provide necessary coaching

03/2006 - 02/2007
QA Representative
Advanced Contact Solutions (1000-5000 employees)
Other
* Certified Level 2 Technical Support
* Monitor agents' calls twice a week and provide feedback
* Attend and facilitate calibration sessions (internal and external)
* In charge of tracking agents' QA infractions
* Provide the team leads with weekly reports (trends and recommendations)

05/2006 - 08/2006
QA Lead
* Handled a group of QA representatives and QA associates
* In charge of the QA's certification (tool navigation, generating reports, calibration
accuracy, and coaching process)

03/2003 - 03/2006
Technical Support Representative
Sykes Asia Inc.
* Provide technical support via calls and emails
* Consistent top performer
* In charge of the account's marketing strategies/promotion
* Took escalation calls
* Conducted QM (call monitoring) of co-agents
* Attended calibration sessions
* Studied the correlation of the account's KPI's (key performance indicators: mystery check,
CSAT, and AQS)
* Presented the correlation analysis to the supervisors
* Minor revisions were done on the scorecard
* Assist in the staffing and scheduling of co-agents
* Attended RCA (root cause analysis)

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