Summary
Overview
Work History
Education
Skills
Languages
Timeline
AccountManager

MICAH DELA CRUZ

Summary

Expert collaborator experienced in meeting needs, improving processes, and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.

Overview

14
14
years of professional experience

Work History

Junior Business Analyst

Kemper Insurance
11.2020 - Current
  • Worked one-on-one with clients to improve systems access specifications.
  • Assisted claim departments and leaders to improve client satisfaction by driving claim handling efficiency.
  • Organized monthly usage and billing reports from different vendors for review by the claims team.
  • Exercised critical thinking to resolve system-related errors.
  • Collaborated with stakeholders to define project objectives and criteria.
  • Executed analysis of risks and identified risk mitigation strategies.
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
  • Analyzed key aspects of the business to evaluate factors driving results and summarized into presentations.
  • Improved business direction by prioritizing customers and implementing changes based on collected feedback.
  • Developed customized reports, summarizing and presenting data in a visually appealing format.
  • Provided technical support for troubleshooting analytics and reporting issues.
  • Generated standard and custom reports to provide insights into business performance.
  • Developed and implemented data governance policies and procedures.

Administrative Support Coordinator

Kemper Insurance
01.2020 - 11.2020
  • Demonstrated new hire and existing employees' setup and system orientation.
  • Administered and maintained end-user accounts, permissions, and access rights to different systems.
  • Worked as a SharePoint Administrator for Claims and served as the first line of support, administration, user education, troubleshooting, and security.
  • Understood the basic SharePoint architecture.
  • Responsible for content management, understanding the site's purpose, and SharePoint access management.
  • Prepared detailed documents and reports in adherence to administrative processes.
  • Developed and implemented organizational systems to streamline daily operations.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Provided step-by-step instructions and assisted end-users in resolving system-related issues.
  • Kept exceptional performance evaluations.

Database Administrator / Data Management and Logistics

Geissler Engineering
08.2015 - 12.2019
  • Wrote and maintained technical and functional specifications to document database intentions and requirements.
  • Resolved administrative problems by coordinating the preparation of reports, analyzing data, and identifying solutions
  • Completed operational requirements by scheduling and assigning administrative projects, expediting work results
  • Performed a variety of Internet research functions and uses word processing, spreadsheet, and presentation software
  • Developed and updated databases to handle customer data.
  • Worked with staff to develop and implement procedures to prevent data loss and maximize system availability.
  • Administered, supported, and monitored databases by proactively resolving database issues.
  • Modified databases to meet needs and goals determined during planning process.
  • Coordinated with project management on database development timelines.
  • Designed and developed analytical data structures.
  • E-mail handling includes responding to the important e-mails received & immediately notifying the clients and contractors about the information.

Senior Manager, Operations

Expert Global Solutions Inc. (now Alorica)
07.2014 - 07.2015
  • Supervised 4 Supervisors and 80 representatives in providing excellent customer service to callers requiring assistance with billing and technical issues.
  • Oversaw workforce management planning, volume predictions, and capacity planning.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Managed employee-related issues encompassing labor, turnover, and diversity.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on key performance metrics and drive customer satisfaction.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Collaborated with the training team to boost product support and certification training initiatives.

Team Manager, Operations

Expert Global Solutions Inc. (now Alorica)
12.2011 - 06.2014
  • Supervised 20 agents in providing excellent customer service to callers requiring assistance with billing and technical issues.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Provided real-time coaching, guidance, and feedback to customer service agents to achieve development goals.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Recruited, trained, and onboarded new agents, maintaining exceptional service standards.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Improved average hold times, resolution rates, and satisfaction scores through staff development.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Developed quality employees within the call center to take over leadership positions.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Executed Monthly Performance Plans with representatives to identify production gaps.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.

Customer and Technical Support Representative, Ops

Expert Global Solutions Inc. (now Alorica)
12.2009 - 12.2011
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.

Education

Associate of Science - Information Technology

Asian Institute of E-Commerce College
Olongapo City Philippines

Skills

  • Project Management
  • Strategic Planning
  • Communication Skills
  • Effective problem-solving skills
  • Solution Testing and Implementation
  • User Access Management
  • Vendor Management
  • Property and Casualty Insurance
  • SharePoint Architecture
  • Microsoft Office 365 Applications - Word, Excel, Powerpoint
  • Call Center Operations
  • Training, Coaching, and Development
  • Customer Support/Satisfaction

Languages

English
Native or Bilingual
Filipino
Native or Bilingual

Timeline

Junior Business Analyst

Kemper Insurance
11.2020 - Current

Administrative Support Coordinator

Kemper Insurance
01.2020 - 11.2020

Database Administrator / Data Management and Logistics

Geissler Engineering
08.2015 - 12.2019

Senior Manager, Operations

Expert Global Solutions Inc. (now Alorica)
07.2014 - 07.2015

Team Manager, Operations

Expert Global Solutions Inc. (now Alorica)
12.2011 - 06.2014

Customer and Technical Support Representative, Ops

Expert Global Solutions Inc. (now Alorica)
12.2009 - 12.2011

Associate of Science - Information Technology

Asian Institute of E-Commerce College

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MICAH DELA CRUZ