Maria Alyson Cruz

Team Lead @TDCX

Kuala Lumpur, MY

Performs daily interval report for live channel specialization- Queue moderation/management - call out respective teams whenever necessary Initiates interactive attendance call out during SOD - Initiates hand over during EOD- Responsible for taking spillover tasks during AHOD- Prepare output summary of lengthy updates and blast accordingly thru highlights- Sharing daily, weekly and monthly stats report collated from multiple sources - Provides real-time assistance to Tier 1 agents via Slack in regards simple to complex product, sales, billing and technical questions for both live and offline channels, to help minimize escalation- Manually evaluate contention on invalid de-escalations to and from Tier 2- Assists on boarding process during nesting certification - Create training deck for refresher- Performs refresher training not covered by the training team, with hands on activity as part of theory application - Review business written email responses before shipping them to users to improve quality - Filter cases that falls under unproductive category and remove them manually from the system- Requests update from knowledge based documents and resolution path for better process and escalation flow- Participates in team collaboration for strategic process, product and quality improvement- Performs coaching on agents touch base / knowledge check. Including commendations, feedback received both positive or negative. And in depth analysis on survey responses - Creates internal blasts for commendation- Creates WOW - MOM progress report on agents under my supervision- Manage incident report creation for possible outages and communicate with respective team internally or client base

Bicol University

Sociology, Human Resources Management/Personnel Administration, General