Ria dela Cruz
With over a decade of experience in service industries in a range of management and line roles, Ria brings a wealth of practical, relevant and up-to-date skills to her clients.
This experience ranges from call centres in the Philippines, Singapore, New Zealand, and extensively here in Australia. Ria worked in industries such as five-star hotel chains, utilities, telecommunications, and financial services. Her call centre experience is primarily Customer Service and Customer Experience focused, with particular strength in developing and managing Quality Assurance solutions for clients including TXU and Telstra.
Immediately prior to joining TMI, Ria was Customer Experience Manager with TeleTech, where she developed and managed Quality Assurance guidelines and KPI's and was responsible for values and culture within the call centre, complaints handling, and communications processes for BankWest. In doing so, Ria had to develop a strong understanding of her client's vision and objectives and ensure these were adopted through establishing close working relationships with internal and external stakeholders.
Since joining TMI early in 2005, Ria has drawn on her complaints management experience in Call Centres to implement the TMI-SOCAP Complaints Culture Survey and work with a range of clients in this field.