Anderson Group Employment Management Solutions Philippines
Ryan Carl Dela Cruz's Email & Phone
Ryan Carl Dela Cruz
General Operations Manager @ Anderson Group - Employment Management Solutions
Ryan Carl Dela Cruz Contact Details
NCR - National Capital Region, Philippines
Call Center Manager @ kgb
Head of Sales and Kiosk Operations @ TransCash, UAE
BS, Commerce @ De La Salle University
To be a part of a globally competitive company that provides professional and personal growth. To belong to an organization that constantly communicates significant knowledge to its people and more importantly, an institution that pushes its employees beyond their confines.
General Operations Manager @ From September 2015 to Present (4 months) Call Center Manager @ Responsible for the
To be a part of a globally competitive company that provides professional and personal growth. To belong to an organization that constantly communicates significant knowledge to its people and more importantly, an institution that pushes its employees beyond their confines.
General Operations Manager @ From September 2015 to Present (4 months) Call Center Manager @ Responsible for the design, implementation, execution, control, review, analysis, and reporting to clients of the Financial Services Customer Care and Sales teams in PH. Manages call center operations and special projects to continuously improve efficiency and meet objectives. Supports the Senior Executive on all customer care activities and is called upon to act in his/her absence. Acts as overall in-charge of call center operations for the Financial Services Customer Care and Sales teams in the Philippines. Works closely with senior leadership in managing the day-to-day operations of the assigned business vertical and have accountability in ensuring its operational excellence. This also includes developing and implementing strategies to increase client satisfaction and to increase efficiency. Establish and maintain operational performance metrics based on identified service level agreements. This includes performing continuous review of the customer service systems and processes, and implementing improvement plans to meet service levels. Works closely with Executive Vice President of Global Customer Operations and other executives to address current business needs and identify potential business opportunities. This shall include client relations, financial management, resource management, personnel management, and quality management. From March 2014 to September 2015 (1 year 7 months) PhilippinesHead of Sales and Kiosk Operations @ Develops strategy, tactics, sales plans and profit targets Responsible for delivering sales by developing relationships with retail partners Identifying and reporting on business opportunities in target markets Takes responsibility for profit and loss Responsbile for increasing market share in existing markets and maximize new business development opportunities. Must achieve targets for revenue, profitability and sales growth Must provide direction to your department Responsible for gathering market and customer information Represents the organization at trade exhibitions, events and demonstrations Responsible for negotiating on price, costs, delivery and specifications with buyers and managers Advising on forthcoming product developments and discussing special promotions Creates detailed proposal documents, often as part of a formal bidding process that is largely dictated by the prospective customer Makes accurate, rapid cost calculations and providing customers with quotations Gathering market and customer information and providing feedback on future buying trends Hiring, training and firing of sales staff From May 2012 to November 2013 (1 year 7 months) united arab emiratesOperations Lead @ Sole responsible for maintaining client relationships thru business reviews and conference calls that ensure partnership becomes continuous and ultimately growing the business Ensures capability development is done consistently at all levels of the organization thru Accenture wide training initiatives Handles five lines of business that span between non-voice/data (provider information database updating), outbound voice (member enrollment into care management programs; provider database updates; post operation member survey and follow-up) and quality evaluations for disease management (off shore auditors, auditing on shore agents) Involved in transition and mobilization of projects from inception up to delivery of service (go-live); ensures that processes and systems are in place from Accenture and client side. Ensures that guidelines are built to mange day-to-day operations from daily production tools, service level management and reporting Ensures projects are compliant with risk, contract and information security standards Ensures that projects have business continuity programs that safeguards continuity of service delivery in unforeseen events Handled 2 Ops Managers, 7 supervisors, 2 communication coaches, 2 subject matter experts and 2 product trainers. Operational Excellence focal for the project, responsible for attaining and maintaining stable and capable status for different services that are both clinical (nurse degrees required) and non-clinical(non-nurse required) Involved in transition and mobilization of projects from inception up to delivery of service (go-live); ensures that processes and systems are in place from Accenture and client side. Ensures that guidelines are built to mange day-to-day operations from daily production tools, service level management and reporting Sole responsible for maintaining client relationships thru business reviews and conference calls that ensure partnership becomes continuous and ultimately growing the business From March 2011 to February 2012 (1 year) OPERATIONS MANAGER/ CLIENT SERVICES MANAGER @ Responsible for maintaining open communications and improving the relationship of the company with the client Handled Technical Support Services for a US Telecom company, leads 2 Operational Locations, managed 6 Group Managers, 27 Supervisors and up to 400 Representatives Responsible for Employee selection, Ramp management, New-hire transitioning, Overall Performance assessment, Non-performer remediation and Exit management Manages overall effective phone occupancy and utilization, oversees profit-to-pay matrix and drives bonus structure for all levels of the service Supervises workforce management that oversees service level maintenance for both delivery centers; enforcement of policies such as shift bidding, swap and overtime identification Collaborates with training and development teams to identify gaps and build continuous improvement modules for agents and supervisors 6 month top rank vendor across 16 Philippine vendors rendering same services From June 2009 to October 2011 (2 years 5 months) OPERATIONS MANAGER, ACCENTURE CUSTOMER CONTACT SERVICES @ In charge of 150-200 agents, three to five team leaders that provide DSL/HSIA support. Enables process improvements, determines performance gaps and implements strategic action plans to address inconsistencies and encourage repeatability in high performance. From September 2008 to June 2009 (10 months) TEAM LEAD @ In charge of a team composed of 18 agents who provide technical support and customer service to DSL customers in the US. Recognized as the team lead of the Month based on overall performance for May and August. 4 out of 18 original agents have already been promoted to either an SME or an Up-trainer. Was given the Top Team for Quality for the year, for having the highest Agent Quality Score across all teams. From February 2007 to September 2008 (1 year 8 months) SUPERVISOR @ .A. Handled a team of 11-21 researchers who respond to inquiries and resolve customers' issues via email and in-bound calls. Spearheaded a script (email response) revision project that would affect 3 lines of businesses (LOB) of Chase that use KANA response to resolve customers' issues. From September 2006 to February 2007 (6 months) SUPERVISOR @ .A. In charge of a team of 10-27 Customer Care Professionals who take in calls for the Home Mortgage arm of JP Morgan Chase. Responsible for real time coaching and feedback on handle time, Quality and Customer satisfaction scores and other K.P.I.'s important to an agent's success. From December 2005 to September 2006 (10 months) PROCESS AND QUALITY ANALYST @ CLIENTLOGIC PHILIPPINES Acts as a Six-Sigma Ambassador for the whole site that implements and creates processes in line with the philosophy of Six Sigma. Actively involved in the preparation and presentation of the Site's Quarterly Business Review to the clients. From October 2005 to December 2005 (3 months) COACH/ TEAM LEADER @ Provide day to day support to 10-15 customer service agents that provide answers to queries of customers with accounts with DFS From October 2004 to October 2005 (1 year 1 month) CUSTOMER SERVICE REPRESENTATIVE - FINANCE @ Answer queries on brokers/employees questions on their AMEX investments. Transfer funds from a mutual fund or annuity to another. From February 2003 to October 2004 (1 year 9 months) CUSTOMER SERVICE REPRESENTATIVE @ Provide customer services for a the gas card of Chevron-Texaco From October 2002 to February 2003 (5 months)
Bachelor of Science, Commerce; Management of Financial Institutions @ De La Salle University From 1998 to 2004 BS, Commerce @ De La Salle University From 1998 to 2002 Ryan Carl Dela Cruz is skilled in: Customer Relations, Service Delivery, Operational Excellence, BPO, Call Center, Marketing Communications, Service Management, New Business Development, Business Analysis, Group Presentations, Client Services, Account Coordination, Team Supervision, Multicultural Team Management, Team Creation
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Anderson Group Employment Management Solutions Philippines
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