GRACE CRUZ
Edmonton,Canada
Summary
Seasoned telecommunications professional with 14+ years at TELUS Communications, specializing in order resolution, customer service, and technical support. Proven expertise in process improvement, fraud detection, and system optimization. Recognized subject matter expert in multiple service areas including Gift with Purchase Promotions, Copper technology, Satellite, and Winback processes.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Order Resolution Specialist
TELUS Communications
05.2013 - 03.2024
- Utilized Netcracker OSS/BSS platform to manage network operations, ensuring efficient service provisioning and minimizing downtime
- Led complex troubleshooting of back-end systems, collaborating with multiple teams for incident resolution
- Served as subject matter expert for Gift with Purchase Promotions, Copper technology, Satellite, and Winback processes
- Implemented fraud detection protocols by analyzing transaction patterns and identifying suspicious behaviors
- Conducted trials of system upgrades to evaluate effectiveness and usability
- Mentored team members on process adherence and technical procedures
- Managed escalated order fallouts from first-line support, ensuring timely resolution
- Coordinated with internal departments to resolve service delays and technical issues
Client Care Representative
TELUS Communications
05.2010 - 05.2013
- Provided comprehensive product and service information to ensure smooth customer onboarding
- Handled escalated customer inquiries, delivering advanced troubleshooting and personalized solutions
- Maintained detailed documentation of customer interactions and resolution steps
- Collaborated with cross-functional teams to enhance product and service offerings
- Consistently met and exceeded service-level agreements (SLAs)
- Contributed to process improvements through regular feedback and insights
Dialer Analyst
RMH Teleservices Asia Pacific Inc.
11.2006 - 04.2007
- Led department-wide dialer campaigns and messaging collection strategies
- Developed pool strategies that maximized contact rates and increased collector productivity
- Implemented call strategy enhancements based on Business Operations Requirements
- Monitored campaign metrics including contact ratios, best time to call, and agent productivity standards
- Managed technical support for hardware and software systems
- Generated comprehensive reports on campaign performance and system efficiency
Third Party Collections Agent
RMH Teleservices Asia Pacific Inc.
08.2006 - 11.2006
- Facilitated debt collection from U.S.-based companies through multiple communication channels
- Negotiated customized repayment plans based on clients' financial circumstances
- Maintained accurate customer files and payment records while ensuring confidentiality
- Processed payments and resolved account inquiries in compliance with industry standards
L2 Technical Support
RMH Teleservices Asia Pacific Inc.
07.2006 - 08.2006
- Conducted testing and evaluation of new product offerings and software packages
- Managed escalated technical issues from Level 1 support teams
- Documented service requests and coordinated with appropriate departments
- Collaborated with cross-functional teams to enhance product knowledge and support processes
Customer Service Representative
Convergys Call Centre
04.2005 - 04.2006
- Resolved inquiries for 30+ customers daily while maintaining high satisfaction rates
- Reduced customer churn by 20% through effective billing inquiry resolution
- Generated $10,000 in additional monthly revenue through service upgrades and renewals
- Improved technical issue resolution time by 30% through cross-team collaboration
- Increased average order value by 15% through effective cross-selling strategies
Technical Support Representative
Sykes Asia Inc.
03.2003 - 02.2005
- Provided comprehensive technical support for MSN services via multiple channels
- Resolved issues related to email services, account access, and internet connectivity
- Managed account recovery, password resets, and security updates
- Guided customers through software installation and configuration
- Maintained detailed documentation of customer interactions and resolutions
- Consistently met Service Level Agreements (SLAs) for support request resolution
- Participated in regular training to stay current with MSN product features
Education
Diploma - Cybersecurity
LIghthouse Labs
03-2025
Skills
- Technical Security
- Vulnerability Assessment
- Security Gap Analysis
- Incident Response
- Fraud Detection & Prevention
- Systems & Operations
- Order Management Systems (Netcracker OSS/BSS)
- System Implementation & Testing
- Technical Troubleshooting & Resolution
- Service Level Agreement Compliance
- Process Optimization
- Team Mentoring & Training
- Customer Experience Management
- Quality Assurance
- Netcracker OSS/BSS Platform
- Customer Relationship Management (CRM) Systems
- Order Processing Systems
- Network Operations Management
- Fraud Detection Tools
- Microsoft Office Suite
- Technical Support Systems
- Assertiveness
- Teamwork and collaboration
Certification
- Cybersecurity Vulnerability Assessment in Energy
- Cybersecurity: Security Gap Assessment in Energy
- Cybersecurity: Incident Reporting and Response in Energy
Languages
English
Full Professional
Tagalog
Native or Bilingual
Timeline
Order Resolution Specialist
TELUS Communications
05.2013 - 03.2024
Client Care Representative
TELUS Communications
05.2010 - 05.2013
Dialer Analyst
RMH Teleservices Asia Pacific Inc.
11.2006 - 04.2007
Third Party Collections Agent
RMH Teleservices Asia Pacific Inc.
08.2006 - 11.2006
L2 Technical Support
RMH Teleservices Asia Pacific Inc.
07.2006 - 08.2006
Customer Service Representative
Convergys Call Centre
04.2005 - 04.2006
Technical Support Representative
Sykes Asia Inc.
03.2003 - 02.2005
Diploma - Cybersecurity
LIghthouse Labs
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