Ralf Cruz Email & Phone Number

• Overseeing day to day operations of service desk infrastructure (email, chat, reporting, escalation)• Developing, Improving & Maintaining our client-facing documentation and FAQ.• Diagnose faults with a known range of causes and assist in the diagnosis of other faults. Identify remedies for a range of technical faults following detailed instructions.• Carry out administration of user profiles.• Take over responsibility to handle email and live chat in a timely and comprehensivemanner.• Provide IT support and advice via email and chat.• Play an active role in the escalations and complaints process to ensure the Service Desk always provides a swift and highly effective resolution of issues across aligned Service Desk sub teams and wider teams when required• Possess proven experience of working under pressure and to tight deadlines.• Demonstrate experience of working within a fast-paced team environment.• Demonstrate you are a highly professional self-starter with the ability to take on responsibility.• Drive professionalism across the Service Desk at all times.• Demonstrate excellent interpersonal and communication skills.• Proven good organisational skills, with a disciplined approach to documentation.• Diagnose faults with a known range of causes and assist in the diagnosis of other faults. Identify remedies for a range of technical faults following detailed instructions.• Ensure Service Desk tickets are responded to within the agreed service levels.• Possess a strong customer service focus with a desire to deliver a high quality service.• Demonstrated practical approach to problem solving

Taguig, National Capital Region, Philippines

- Work independently and from a standard protocol to respond to customer issues. Moderate judgment is used to supplement the outlined process.- Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.- Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.- Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.

Tower 2, Double Dragon Plaza, Edsa Cor. Macapagal Avenue, Pasay City

- Ensure each team member performs assigned tasks.- Provide real time assistance to team members on process related queries.- Provide coaching sessions on incident report related errors.- Submit daily report on team’s absenteeism and performance.

Tower 2, Double Dragon Plaza, Edsa Cor. Macapagal Avenue, Pasay City

- Assist customers in completing their deposit and withdrawal transactions.

Pascor Drive, Paranaque City

- Ensures each team member and the team itself achieve the client specific goals and targets through application of a concrete performance management plan- Audits calls on a daily basis and provides real-time feedback.- Provides weekly coaching sessions using Root Cause Analysis approach.- Attends weekly calibration with Quality team to ensure consistency of skills transfer.- Implementation and roll-out of account related updates through team huddles and calibration.

Pascor Drive, Paranaque City

Job Responsibilities: - Assists customers in placing their orders.- Assists customers on post order customer service concerns.- Respond to information requests by searching, summarizing research results and compiling in requested format.- Provide resolution in timely manner thru phone or email. Achievements: - Overall Top Performer- Top Performer (Quality)

Eastwood, Libis, Quezon City

Job Responsibilities: - Apply knowledge on processes and related systems/Perform data entry and research- Updates and maintain various systems/tools per standard process documentation which includes:- Executing transactions without minimal direction, enter data and retrieve information from group specific system- Auditing own data entry for accuracy and make required corrections- Conducting data verification- Responding to various requests for information, as needed. Escalate to supervisor as appropriate- Filing, archiving and retrieving documents (paper-based and electronic) using filing standards- Producing standard correspondence by following existing templates. Adhere to client formatting and quality standards. Proof and edit work for syntax, grammar and punctuation- Responding to information requests by searching, summarizing research results and compiling in requested format- Coordinating the work of a small team in areas of high volume transaction processing and/or the training/education of new and/or more junior team members on operation procedures and policies- Following established policies, procedures and methods- Serving as technical and functional resource or super users to other team members- Participating in process improvement initiatives or special projects as assigned- Meeting established goals and objectives- Becoming a subject matter expert for complex processes

Ayala Avenue Cor. Gil Puyat Avenue, Makati City

Client: Orbitz.comJob Responsibilities:• First point of escalation • Ensures each team member and the team itself achieves the client specific goals and targets• Provides necessary coaching and feedback sessions• Implementation/roll-out of account related soft skills to agents• Coaches new hires during their nesting period• Reports the progress of the team to immediate manager and makes a concrete action plan for improvements

Ayala Avenue Cor. Gil Puyat Avenue, Makati City

Client: Orbitz.comJob Responsibilities:• Respond to customers' queries in courteous, friendly and professional manner using upon agreed procedures • Assists customers in making their travel arrangements by giving recommendations which includes upselling and provide resolution to travel related issues

Bachelor Of Science (Bs), Electronics And Communications Engineering

Bachelor Of Science, Electronics Engineering

Secondary Education