Eliza Cruz

Business Studies, Economics and Finance Educator at Singapore International School Manila

Singapore International School Manila

Apr 2023 - Present -1 yr

Job Details:Designed and delivered interactive lessons using lectures, case studies, real-world business scenarios, and group discussions to promote critical thinking and student engagement. Mentored students preparing for careers in business and finance, providing guidance on college applications, scholarship opportunities, and academic planning. Bridged academic theory with industry practice by incorporating corporate experience into classroom instruction.

Sirius XM

Apr 2016 - Apr 2023 -7 yrs

Job Details:Quality strategy & cost reduction: led cross-functional teams to redesign quality control frameworks, reducing product defects by 50% and generating additional $1m in annual savings. Sales enablement through analytics: enhanced training programs using QA insights and speech analytics, driving a 20% increase in sales performance within six months. Customer experience transformation: implemented a feedback system leveraging speech analytics, resulting in a 42% boost in customer satisfaction and increased repeat business. Technology integration & retention gains: spearheaded the adoption of speech analytics tools across multiple sites, decreasing customer attrition by 15% and saving $500k annually. Instructional design & learning outcomes: designed and refined training materials and assessments, ensuring alignment with learning objectives and enhancing agent competency across programs.

Sirius XM

Apr 2011 - Apr 2016 -5 yrs

Job Details:Customer experience & retention strategy: implemented vendor engagement initiatives and customer-first strategies, boosting satisfaction scores by 50% and driving a 25% increase in sales and customer retention. Vendor performance optimization: developed and rolled out performance scorecards and service-level KPIs, improving vendor compliance by 25% and achieving a 95% on-time delivery rate. Cost efficiency & workforce planning: led staffing strategies across onshore and offshore vendors, delivering $300k in cost savings while maintaining productivity and service excellence. Training & capability building: introduced targeted training programs for vendor teams, improving contact handling quality by 25% within the first quarter of implementation. Operational governance & compliance: conducted structured business reviews and audits, identifying gaps and implementing improvements that enhanced service quality and regulatory compliance across partner sites.

Foundever (formerly Sitel)

Apr 2009 - Apr 2011 -2 yrs

Job Details:Streamlined operations & boosted performance: restructured site workflows and implemented advanced systems and policies, resulting in a 20% productivity increase, $500k in annual cost savings, and a 15-point rise in customer satisfaction. People & culture transformation: launched leadership development programs and employee engagement initiatives, improving retention by 25% and raising team engagement scores by 30%. Digital innovation & revenue growth: introduced new digital support channels, driving a 10% increase in customer engagement and contributing to a projected $3m in additional revenue. Client relations & issue resolution: partnered with cross-functional teams to resolve service gaps, reducing client complaints by 50% and increasing repeat business by at least 10%. Performance management & quality assurance: established KPIs and performance monitoring tools, enabling the team to meet financial goals while improving service quality and operational efficiency.