ECEmari Cruz
@emaricruz
Dedicated Customer Care Specialist with a passion for exceptional service.
PhilippinesWhat I'm looking for
With nine years of experience in customer service and quality assurance, I have developed a strong commitment to delivering exceptional service and driving continuous improvement. My dual expertise in enhancing customer satisfaction and ensuring operational excellence positions me as a valuable asset to any team aiming to elevate its performance.
Throughout my career, I have successfully monitored agents, pinpointed areas for improvement, and collaborated with teams to implement effective quality control measures. My ability to clearly document findings and present reports has allowed me to effectively communicate quality concerns with clients, ensuring alignment with operational processes and enhancing overall service delivery.
Experience
Work history, roles, and key accomplishments
Quality Analyst
WHOOP-Teleperformance Philippines
Feb 2025 - Jul 2025 (5 months)
Monitored agents to identify areas for improvement and success. Conducted quality assurance talks to ensure agent adherence to processes and standards.
Quality Analyst
ASOS- Teleperformance Philippines
Jan 2021 - Jan 2025 (4 years)
Collaborated with teams to implement effective quality control measures and procedures. Analyzed data, pinpointed discrepancies, and recommended solutions to improve quality.
Customer Care Support
ASOS- Teleperformance Philippines
Jan 2020 - Dec 2021 (1 year 11 months)
Provided customer care support, explaining complex information and diffusing challenging situations with empathy. Stayed informed about products and services to confidently answer customer questions.
Technical Support Specialist
Telstra-Teleperformance Philippines
Jan 2016 - Dec 2020 (4 years 11 months)
Responded to customer inquiries via phone, email, and chat, resolving technical issues with accuracy. Collaborated with internal teams to escalate complex issues.
Education
Degrees, certifications, and relevant coursework
SNSTI College Novaliches
Undergraduate, Business Administration
Studied Business Administration with a major in Management. Gained foundational knowledge in business operations and management principles.
Nagbalayong High School
High School Diploma, General Studies
Grade: Valedictorian
Activities and societies: Valedictorian
Completed high school education, graduating as Valedictorian. Developed strong academic foundations and leadership skills.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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