P. JAZMINE DELA CRUZ
Chandler,AZ
Summary
Experienced sales and service professional with over 11 years of demonstrated success in problem solving, root cause analysis, and process innovation. Recognized as a 2023 Pacesetter and key contributor of multiple initiatives; selected to collaborate cross-departmentally to help drive success in TLS operations. Determined, ambitious, and inquisitive; committed to representing AMEX for many years and creating a lasting impact within the organization.
Overview
11
11
years of professional experience
Work History
Platinum Travel Counselor
American Express, TLS
08.2021 - Current
- Adhere to Blue Box values.
- Collaborate with colleagues and provide assistance and coaching in team chats while maintaining and executing key job functions.
- Achieved above goal OSAT and RTF score of 89% and 78%.
- Maintained 100% Compliance accuracy all of 2022.
- Coordinate international and domestic travel accommodations for premium and non-premium card holders, arranging for airfare as well as hotel and rental car reservations, while focusing on Membership First.
- Took on additional projects to help increase frontline efficiency (please see current and past initiatives).
Customer Loyalty Coach
AT&T
12.2020 - 07.2021
- Provided hands-on training and mentoring to new trainees.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Took on additional job duties, including process improvement and data analysis.
Scheduling Center Agent & New-Hire Coach
Aspen Dental Management Inc.
12.2019 - 12.2020
- Scheduled new patient appointments.
- Handled an average of 60 calls per day while achieving company monthly quota of a minimum of 51% appointments set, with results of 60%-70% appointments set 6 months in a row.
- Adhered to HIPAA laws and regulations.
- Used trained sales techniques to reach company goals of appointments set and customer satisfaction.
- Trained new hires on company call flow and navigating systems.
- Monitored and assessed calls for quality and training purposes.
Skills
- Knowledgeable with Microsoft Office Suite (PowerPoint, Excel, etc)
- Proficient in TLS tools (SR360, Opus, Maps 20, etc)
- Familiar with Confluence
- Analytical thinker and creative problem solver
- Process Improvement
- Innovation & Design
- Detail oriented
- Excellent written and verbal communication skills
Timeline
Platinum Travel Counselor
American Express, TLS
08.2021 - Current
Customer Loyalty Coach
AT&T
12.2020 - 07.2021
Scheduling Center Agent & New-Hire Coach
Aspen Dental Management Inc.
12.2019 - 12.2020
GED -
Hamilton High School
Accomplishments
- TLS - G1/L1 Performance Rating - 2022
- TLS - G2/L1 Performance Rating - 2023
Education
GED -
Hamilton High School
Chandler, AZ05.2013
Additional Information
Additional work history available upon request.
Affiliations
- Lions Club
Current & Past Initiatives
Current:
- Sabre Ambassador and Early Adopter
- Platinum Efficiency Push (PEP)
- Well-E the Wellness Bot
- TLS US Compass Communications
Past:
- PEPPER (PEP AI)
- CHC/Square article collaboration for TLS US
- Assisted in SCOUT chat
- Assisted in Hold the Line for BTQ
- Collected and shared Contextual Servicing Opus data in effort to enhance Customer Intent feature
- Coached and mentored in new-hire classes
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