Faith Cruz
Halifax
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
3
3
years of professional experience
Work History
Small Business SME Analytics
Scotiabank
09.2023 - Current
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
Small Business Customer Care Advisor
Scotiabank
11.2022 - 09.2023
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Customer Care Advisor
Scotiabank
09.2021 - 11.2022
- Responded to customer needs through competent customer service and prompt problem-solving.
- Managed high call volume while maintaining professional demeanor and excellent service quality.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Skills
- Strong analytical skills
- Innovative thinking
- Expertise in subject matter
- Customer Focus
- Critical Thinking
- Problem-solving abilities
- Customer Service
Accomplishments
- Best of the Best Top Performer 2023
Languages
Tagalog
Native or Bilingual
English
Native or Bilingual
Timeline
Small Business SME Analytics
Scotiabank
09.2023 - Current
Small Business Customer Care Advisor
Scotiabank
11.2022 - 09.2023
Customer Care Advisor
Scotiabank
09.2021 - 11.2022
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