Ray Kenneth Cruzada
New Westminster,BC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Account Executive
The Authentic T-Shirt Company - SanMarCanada
850 W Kent Ave, South Vancouver, BC
04.2023 - Current
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Qualified leads, built relationships and executed sales strategies to drive new business.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Processing customer's orders through emails and telephone
Customer Service Manager
Genpact
Philippines
01.2011 - 03.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
Customer Service Representative Manager
Teleperformance
Philippines
05.2009 - 10.2011
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Conducted regular performance reviews, providing constructive feedback and coaching to drive professional growth.
- Collaborated with cross-functional teams to ensure seamless service delivery across all departments.
- Boosted employee morale by fostering a positive work environment and recognizing outstanding performance.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
Customer Service Representative
Teleperformance
Philippines
05.2009 - 10.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Primary QA Analyst
Philippines
Basic Facilitation Skills Certified
Philippines
Six Sigma Green Belt Certified
Philippines
Skills
- Relationship building and management
- Interpersonal Skills
- Performance Tracking
- Goals and performance
- Progress Reporting
- Forecast preparation
Know
- Strategy implementation
- Critical thinker
- Great work ethics
- Adaptability
- Attention to detail
- Problem solving
Languages
English
Full Professional
Tagalog
Native or Bilingual
Timeline
Account Executive
The Authentic T-Shirt Company - SanMarCanada
04.2023 - Current
Customer Service Manager
Genpact
01.2011 - 03.2023
Customer Service Representative Manager
Teleperformance
05.2009 - 10.2011
Customer Service Representative
Teleperformance
05.2009 - 10.2011
Primary QA Analyst
Philippines
Basic Facilitation Skills Certified
Philippines
Six Sigma Green Belt Certified
Philippines