Mary Ann Gonzales Dela Cruz
https://anndelacruz.jobs180.com
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PERSONAL INFORMATION
| Position | Customer Service/ Quality Assurance Manager |
| Gender | Female |
| Status | Single |
| Nationality | Filipino |
| Objective | To find an employer where I can maximize my skills. |
CONTACT INFORMATION
| Mobile | 09085271313 |
| chinkyann612@gmail.com |
WORK EXPERIENCE
| 2012 Sep to Present |
Jobs180.com, Inc.
Position: Customer Service/ Quality Assurance Manager ( Senior Manager / Manager ) Specialization: Customer Service Industry: Online / E-commerce Business Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. Resource Speaker on Career Orientation for College students. Colleges and Universities include UST, UP Manila, FEU - IT, FEU, PUP (Manila & San Juan), RTU, STI College (Caloocan, Taft, EDSA, Makati, Global City, Recto, Novaliches, Marikina, Meycauan & Las Pinas), AMA/ABE/ACLC (Panay, Baguio, Dagupan, Batangas & Malolos), University of the East (Caloocan & Manila), TUP Manila, TIP (Manila & QC), World Citi College QC, National Polytechnic, Global City Innovative College, EJIST, Manila Tytana, Olivarez College, PWU Manila, PATTS, FEATI University, Asian College, St. Scholastica, Colegio De San Juan de Letran (Calamba), Lyceum of the Philippines (Manila & Calamba), University of Rizal System (Tanay), Central College of the Philippines, Philippine Christian University (Cavite), University of Makati, Asian Institute of Maritime Studies, Pamantasan Ng Lungsog Ng Maynila, Arellano University (Manila and Pasay), St. Bridget College (Batangas), College of the Holy Spirit-Manila, Dominican College, University of Perpetual Help System-Dalta (Molino), Batangas State University, San Beda College, Republic Central Colleges (Pampanga), Mapua Institute of Technology (Manila), La Consolacion College (Caloocan), Holy Angel University (Pampanga), Our Lady of Fatima University (Quezon City), Perpetual Help College of Manila, Systems Plus College Foundation (Pampanga), Dr. Filemon C. Aguilar Foundation and Mary The Queen College of Pampanga |
| 2010 Oct to 2011 Jan |
Teleperformance
Position: Assistant Recruitment Manager ( Senior Manager / Manager ) Specialization: Human Resources Industry: Outsourcing (Call Center / BPO) Managed the Business Support Group of Teleperformance Philippines Did Executive Search from Assistant Manager to Director Openings of Teleperformance Philippines and supported openings of Teleperformance USA |
| 2008 Jul to 2010 Sep |
Teleperformance
Position: Assistant Recruitment Manager ( Senior Manager / Manager ) Specialization: Human Resources Industry: Outsourcing (Call Center / BPO) Headed the EDSA and Ortigas sites, the biggest site of Teleperformance Philippines Handled three (3) Supervisors, four (4) Specialists and fourteen (14) Associates Managed, developed and motivated recruiting staff Developed and implemented recruiting strategies Worked closely with all levels of management Filled multiple job orders, meeting the needs of all departments Maintained professional and accurate representation of Teleperformance to applicants & recruiting sources Maintained and supplied daily/weekly/monthly recruiting statistics Actively recruits qualified applicants from Assistant Manager to Manager level Coordinated interviews between applicants and operations Conducted reference and background checks Assigned employees to appropriate work schedule Thrives as a team player in a fast-paced, high-energy, change-oriented environment Represented recruitment to clients and prospect clients Handled advertising which includes coordinating with Management, graphics team, publications and agencies Performed other related duties and assignments as required and as assigned |
| 2006 Jun to 2008 Jun |
Teleperformance
Position: Supervisor ( Supervisor / Senior Associate (5 yrs and up experience) ) Specialization: Human Resources Industry: Outsourcing (Call Center / BPO) Handled eight (8) recruiters (Associates and Specialists) Made sure that all areas of recruitment are covered that includes front desk, testings, interviews and documentations Monitored, shadowed and coached all the recruiters on a weekly basis Facilitated job offer to successful candidates of agent positions Stood as a Point of Contact to several accounts. This includes meeting and calibrating with Training and Operations Handled advertising which includes coordinating with Management, graphics team, publications and agencies |
| 2005 Nov to 2006 May |
Teleperformance
Position: Specialist ( Junior Associate (1-4 yrs experience) ) Specialization: Human Resources Industry: Outsourcing (Call Center / BPO) Conducted initial and final interview of agent level applicants Handled manpower requests from staff to supervisor openings Calibrated with Training and Operations team Handled advertising which includes coordinating with Management, graphics team, publications and agencies |
| 2004 Feb to 2005 Nov |
Teleperformance
Position: Recruitment Associate ( Fresh Grad / Entry Level ) Specialization: Human Resources Industry: Outsourcing (Call Center / BPO) Administered tests Conducted initial interview of agent level applicants Screened resumes and invite applicants Handled advertising which includes coordinating with Management, graphics team, publications and agencies |
| 2003 Feb to 2003 Sep |
Sykes Asia
Position: Recruiter/Customer Service Representative ( Fresh Grad / Entry Level ) Specialization: Customer Service Industry: Outsourcing (Call Center / BPO) |
| 2002 Feb to 2002 Oct |
Caltex (Asia) Limited-Shared Services Center
Position: Human Resource Assistant ( Fresh Grad / Entry Level ) Specialization: Human Resources Industry: Oil / Gas / Petroleum |
| 2000 Aug to 2001 Oct |
IBM Solutions Delivery, Inc.
Position: Human Resource Assistant ( Fresh Grad / Entry Level ) Specialization: Human Resources Industry: Outsourcing (Call Center / BPO) |
EDUCATION
| 2000 May |
AMA Computer College-Makati
Psychology Bachelor's/College Degree |
REFERENCES
Michelle Chua
Colleague
Jobs180.com
PORTFOLIO
