Juanito Cruzada Jr.

The Team Lead II (TL II) ensures the success of DOXA VIPs (Virtual Insourcing Professionals) by providing elevated operational oversight, coaching, and strategic support throughout the employee lifecycle. Acting as the senior liaison between DOXA, the VIP, and the client, the TL II drives performance excellence, ensures process compliance, and reinforces DOXA standards at scale. Recruitment Partnership Oversee SD behavioral interviews, validate candidate fit, and partner with Recruitment to resolve appeals. Align talent pipelines with client requirements, proactively escalating concerns. Onboarding & Integration Lead VIP onboarding, ensuring completion of training, compliance, and readiness for deployment. Guide client onboarding sessions, clarify deliverables, and track New VIP Onboarding (NVO) progress. Maintain accurate HRIS (ZingHR) records, monitor training feedback, and facilitate weekly client check-ins. Drive Performance Management Plan (PMP) alignment on goals and KPIs. Probationary Oversight Conduct structured probationary reviews, provide feedback, and manage HRIS updates. Lead End-of-Probation (EOP) discussions with clients and VIPs, confirming role alignment and next steps. VIP Lifecycle Management Attendance & Coverage: Ensure compliance with attendance standards, handle call-ins, medical clearances, NCNS cases, and schedule changes. Oversee holiday coverage planning. Coaching & Performance: Deliver advanced coaching, align reviews with client scorecards, and manage escalations. Drive performance actions including Incident Reports (IR), disciplinary processes, and Performance Improvement Plans (PIPs). Leadership & Collaboration Serve as the primary escalation point for clients on VIP performance and development. Promote a culture of accountability, professionalism, and continuous learning. Partner closely with HR, Recruitment, and Service Delivery to optimize support. Champion DOXA’s mission, vision, and values in all engagements.

- Handles a team of 15 customer service agents that handles Chat, Email, Outbound and Escalatations for MrGreen & Evoke brands customers from the UK and International markets -Handles escalations for team manager queue -Maintains Sharepoint team site, Slack and MS Team channels for updates on process and performance -Conducts Coaching, Training and Mentoring -Manages team performance and engagement activities -Coordinates with our global / local teams for process improvement and collaboration purposes -Initiates process improvement -Develops team members and creates developmental plans -Handles timesheet, regularization and other admin works -Member of the Core events team that creates Engagement Activities for William Hill -Member of OSH Commitee -Project Owner of Customer Service Engagement team that creates Engagement Activities for CS Team -Member of WH Choir team -Identify gaps and updates knowledge resources / back office tools -Creates Rewards & Recognition programs

-Handles 15 Customer Service agents that supports William HIll customers from the UK through chat, email and outbound -Conducts coaching, training and mentoring -Publishes Individual and team performance update -Creates developmental plans for my team -Create and assigns special projects as part of succession planning -Conducts audit and chat review -Handles escalation / chat support when needed -Member of OSH commitee -Member of William Hill Core events team that creates / facilitates engagement activities -Project owner of CS Engagement Team that handles engagement activities for CS Sports/Gaming team -Collaborates with local / international teams -Conducts QA audit and QA review

Currently situated in Manila and handling a team that covers Asia Pacific and Oceania operations focused in assisting internal clients with legacy tools as well as the new SharePoint collaboration tools to deliver exceptional client service, build relationships, connect people to people and information, and assist our client facing practitioners win and deliver work. Roles/Responsibilities -Creates monthly roster for the AsiaPac Team for Level 1 and Level 2 support. -Quality monitoring -Coaching / 1on1 session -Engagement team representative -Handles Knowledge Help queries and escalation (Phone, email, chat, yammer, direct). -Handles Basic SharePoint related queries. -Facilitates team meeting. -Generates telephony report. -Review CSAT sccores and conducts follow up on DSAT customers -Manage OMNI engagement for our global team (Time Sheet). -Monitor active tickets, unassigned tickets, unanswered yammer queries and aging tickets. -Create developmental plans for the team. Projects -Awareness Campaign to launch Knowledge Help services in Manila -ServiceNow Project - process improvement -Analytics Team - Maintain Dashboard for the Knowledge Help team. -Training Coordinator - Ensures training completion, update training tracker and coordinate with the vendor and EYK team for training needs. -Supervisor Catch Up Meeting - Organized Global meeting for supervisors to address issues and for best practice sharing. -Training Facilitator - Welcome to EY - Knowledge Induction

*Handles 15 associates for an inbound credit card customer service account. *Conducts coaching, monitoring, weekly business review and other deliverables. *Attends weekly calibration sessions. *Conducts training for newbies and up training to seasoned employees. *Handles Employee Engagement that fosters employee satisfaction and retention. *Creates developmental plans for my associates. *Attends business meeting with the VP and operations Manager. *Handles agent regularization and corrective action process based on company guidelines. *Creates Team and LOB initiatives that targets performance improvement. *Monitors Team attendance and manages time card entries for my associates. *Conducts team building activities for my team. *Attends weekly TL huddle with my operations manager for updates and strategic planning. *Conducts team/pre/post shift huddles for my team.

Supervisor Ii hWamu Collections (Inbound / Outbound) *Handles a team of 10 for an Outbound/Inbound Collection and Loss Mitigation Functions. *Monitors performance on daily basis including KPIs. *Conducts training and coaching sessions for hWamu collections functions and updates. *Conducts Silent Monitoring, Side by sides and Account Reviews for coaching purposes. *Attends QA calibration sessions. *Conducts Training for newbies. *"Champion" of Engagement team. ( Employee Satisfaction) *Consistent Top Team. *Active member of "sharing best practices" team. *Conducts remote monitoring for on the spot coaching. *Conducts daily huddle for hWamu, RFS and JPMC updates. *Takes escalated calls and document them in Infosource. *Communicates with other LOBs for escalated issues and updates. *Conducts Coaching sessions(1on1), Mid-month performance coaching, month end performance ( Scorecard ) and on the spot coaching. *Handles agent regularization, appraisal (PMC Rating) and corrective actions. *Handles MOD (Manager on Duty) Supervisor Ii Early Loss Mitigation (Inbound) Mar 2010-Jan 2011 *Handled a team of 12 ELM representatives. *Conducts Coaching and Training for ELM functions and Updates. *Conducts Silent Monitoring, Side by sides and Account Reviews for coaching purposes.( 5 SM / 5 AR per agent and 3 SBS for botom 3 agents) *Attends QA calibration sessions. *Conducts Training for newbies. *Active member of Engagement team. ( Employee Satisfaction) *Consistent Top Team. *Active member of "sharing best practices" team. *Attends Workforce call calibration session. *Conducts remote monitoring for on the spot coaching. *Conducts daily huddle for ELM, RFS and JPMC updates. *Takes escalated calls and document them in Infosource. *Communicates with other LOBs for escalated issues and updates. *Conducts Coaching sessions(1on1), Mid-month performance coaching, month end performance ( Scorecard ) and on the spot coaching.

* Handles a team of 12 agents handling collection calls. (outbound/inbound) * Handles mid-month/month end coaching and up trainings for my team and for new hires. * Motivates my team to improve performance. * Conducts monitoring and provide feedback on how to improve performance. * Collaborates with the client to improve performance. * Creates spiffs/prizes for agents to improve performance. * Conducts sessions with the quality department to determine areas for improvement. * Monitor all metrics to ensure my team is passing. * Consistent team performer.