Ernesto Dela Cruz

• Demonstrated exceptional customer service when responding to high volume of inbound calls with 96%

customer rating issued by Nice CX One.

• Verifies call data in automated system to verify customer caller identity and nature of call ensures correct call processing. utilize a variety of system to review and provides information to customers.
• Based on information presented determines which call should be forwarded to Tier 2 Eligibility Specialist for proper disposition or what case needs immediate Urgent Elevation to Supervisor that needs immediate action.
• Enter and updates variety of information unto automated case activity logging system ( CALSAW ) and documents customer call activity in accordance to county protocols and procedures.
• Educates and directs the customer to available programs services and resources that promotes self proficiency.

• Set up and coordinate with all Team members aimed at

at smooth process of election at assigned poll station.

• Provides excellent customer service to voters who comes from various background and different race and nationality

• Maintain strategic relationship with potential customer and its partners in growing business pipeline.

• Good catch. We saved a construction project in Honolulu Hawaii. A construction company runs into project team problem when both Project Manager and Asst Project Manager suddenly resigned. Project is already running in negative slippage, We immediately

assigned an offshore team from the Philippines, After

rigorous 2 months, the project is already ahead of

schedule.