Clarinda Dela Cruz

Pioneered a new BPO program from the ground up, owning end-to-end setup and execution including operational buildout of SOPs for campaign management and reporting. Managed vendor contracting, recruitment and training, real-time floor support, and program-level financial oversight to protect margins and improve KPI transparency for clients.

Directed multiple accounts exceeding 1,000 FTE by implementing management-approved strategies and ensuring smooth day-to-day operations. Oversaw customer support and continuous improvement initiatives while reviewing budgets, refining policies, and using performance data to drive profitability and SLA outcomes.

Managed omnichannel customer service operations (voice, chat, social media, and email) handling inquiries and warranty claims across consumer brands. Planned staffing and training for teams, drove growth and client satisfaction through internal KPIs and financials, and ensured Service Level Agreements with quality outcomes.

Led call center operations by analyzing reports and operational data to ensure quality, efficiency, and productivity targets were met. Set operational goals, implemented corrective actions and remediation plans, managed workforce management decisions, and partnered with clients on calibration, coaching, and performance follow-through.

Managed the performance of 5 to 7 production teams by executing action plans and identifying root causes of performance variance. Conducted FGD sessions, real-time monitoring, client calibration discussions, coaching triads, and collaborated with quality, training, HR, and workforce teams to resolve escalations and drive continuous improvement.

Managed a team of 12 to 14 inbound level 2 technical support agents for AT&T U-verse, serving as first point of contact for escalations across AT&T departments. Set expectations and coached agents using performance reviews, mentoring, skill building, and improvement plans to maintain customer issue resolution and service quality.

Led a team of 12 to 18 inbound level 1 technical support agents supporting AT&T U-verse by setting expectations, coaching, monitoring performance, and reinforcing improvement plans. Handled employee-related concerns (attrition, absenteeism, morale, disciplinary action, and grievances) while ensuring alignment of individual and business goals to deliver excellent customer experience.

Provided QA for a collections account by ensuring agent compliance with credit and collections laws and delivering production updates from the client. Supported quality and customer outcomes while maintaining compliance expectations for debt collection activities.

Supported quality and continuous improvement initiatives, assisting with rollout of quality activities and ensuring product/service activities aligned to system performance expectations. Owned documentation lifecycle work (uploading, version control, archiving) and facilitated calibration sessions while performing live and recorded call monitoring with coaching for customer satisfaction.

Monitored agents’ calls twice a week and provided feedback, including tracking QA infractions and participating in internal and external calibration sessions. Certified in NICE system knowledge and variance/coaching process, and produced weekly trend reports with recommendations to team leads.

Provided technical support via calls and emails, consistently performing as a top performer and handling escalation calls. Participated in marketing/promotion activities, conducted QM of co-agents, studied KPI correlations (mystery check, CSAT, and AQS), and presented findings to supervisors to improve scorecards and operations.

Earned a Bachelor of Science in Commerce with a major in Management of Financial Institution at De La Salle University, starting September 2002.