Michelle Sim (Michie) Cruz linkedin.com/in/michellesimcruz ■ Career history: Operational Excellence Senior Project Manager, Agoda International, Malaysia Regional Customer Service Manager, Agoda International, Malaysia Deputy General Manager, Cognizant Technology Solutions, Philippines Service Delivery Manager, American Express International, Philippines ■ Education highlights: MBA, Warwick Business School, UK BSc, Business Administration, Lyceum of the Philippines University, Philippines BSc, Mathematics and Statistics, De La Salle University, Philippines
■ Nationality: Filipino
■ Languages:
Filipino (native) English (fluent) French (basic)
■ Career achievements: Implemented a new-hire transition programme in the
Malaysia contact centre. Led the process experimentation of an eight-week curriculum that bridges training-to-operations performance. The Speed to Competency KPI accelerated by 54%, equivalent to approximately US$700,000 per 100 FTE per annum efficiency gain. Negotiated the acquisition of a new business line by communicating a value-add proposition. Presented a business case study that demonstrated cost savings, automation opportunities, risk assessment in moving operations, and business outcomes as shown by analysis on historical performance. Secured a contract valued at over US$2.5 million. Directed the launch of the American Express operations contact centre. Liaised with cross-functional teams and managed performance improvement strategies that secured the site to achieve 100% of its KPIs within the first three quarters of live operations. The performance delivery accelerated the growth in staff by 120% in the first year.
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