Subject Matter Expert
Resume:
Miguel Felix P. Cruz
Subject Matter Expert – Customer
Service
Summary of Qualifications
A total of 7 years of professional experience under BPO’s and Schneider Electric. Proven knowledge and ownership on Overall CCC responsibilities, Business processes and other support functionalities. BCP collaborator and pioneering. Proactive and proven knowledge in technical and leadership capabilities. Salesforce CRM and SAP ECC user.
PROFESSIONAL EXPERIENCE
Schneider Electric Logistics Asia.
Lot 1 Block 5 Phase 2 PEZA Rosario, Cavite
Subject Matter Expert for SEPHIL Customer Service Team – Jan ‘19 – Present
Overlooks team daily operational activities for completion of daily tasks and ensuring monthly to year-to-date targets are met and beyond, based on set KPI, as well as other revenue generating targets
Collaborator for decision making on changes to CCC SEA function factors such as KPI, panel for new hire interview, and interdepartmental function coordination
POC for CCC to all departments, and a collaborator with all department drivers for process changes/creation to maintain a parallel level of service across Countries and Departments
Initiates new workflows for non-pre-existing issues on inter-departmental tasks involving CCC.
In charge for both training and on-boarding of employees, including teams from commercial front office; initiates check backs on retention and understanding, and provides continuous support
All skills below are still observed and is in practice Acting POC for SEPHIL CCC Customer Service Team – Aug ‘17 – Present
Attends meeting across all departments representing CS Team for SEPHIL
Initiates improvement in processes once opportunity is detected and collates all pertinent information necessary for the change needed.
Helps the Team Manager review existing processes and identify fail points and possible solutions for the improvement of efficiency of daily CCC tasks. Customer Service Representative - Feb ’15 – Present
Adept with all CCC tasks including Pricing and Availability, Order Inquiry, Order Modification, Deliveries, and any Customer relational actions
Knowledgeable on Company revenue factors such as invoicing, CN/DN, and Returns
Trains new hires under CS for introduction to all CCC-CS job roles
The process owner of both Pricing and Availability and Order Inquiry for CCC SEPHIL
0007 Barlan St. Caridad, Cavite City
4100
******-*****.****@*********-********.***
SKILLS
Salesforce CRM
SAP
Report generation – SAP
MS Tools
People Management
KPI Management
Process Training
Process Creation/Modification
On-board training
Technical Knowledge
Leadership and Mentoring
EDUCATIONAL ATTAINMENT
Tertiary
BS Entrepreneurship
De La Salle University – Dasmarinas
2011
Contact this candidate