Catherine Cruz

I've spent the last several years supporting executives, managing projects, and building systems that help teams stay organized and meet deadlines. My work has involved coordinating multiple projects at once, creating workflows, documenting processes, and making sure nothing falls through the cracks. I enjoy bringing structure to busy environments, improving the way teams work together, and finding practical solutions that make day-to-day operations run more smoothly.

I'm comfortable working independently, managing competing priorities, and communicating with clients, leadership, and cross-functional teams.

Operations & Project Coordinator | Process Improvement Specialist at Confidential Client (2022-12 – 2026-08)

• Coordinate multiple projects from planning through completion while ensuring deadlines and milestones are met.
• Spearheaded the development and rollout of new internal initiatives, helping transform ideas into structured, repeatable processes.
• Built project workflows, timelines, and tracking systems to improve visibility and accountability across teams.
• Created Standard Operating Procedures (SOPs), templates, and documentation that standardized operations and improved efficiency.
• Worked closely with executive leadership to launch new programs, services, and operational initiatives.
• Managed cross-functional projects by coordinating between leadership, editorial, design, marketing, customer support, and production teams.
• Identified process gaps and implemented practical solutions that streamlined day-to-day operations.
• Supported executive leadership with calendar management, meeting coordination, reporting, and project planning.
• Served as the primary point of contact for external clients, ensuring clear communication and a smooth project experience from onboarding through completion.
• Prepared reports, project updates, and documentation to support leadership decision-making.
• Coordinated 200+ active client projects simultaneously across multiple departments.
• Spearheaded the launch of several new operational initiatives and internal workflows.
• Developed SOPs, templates, and documentation that improved team consistency and reduced onboarding time.
• Built project management systems that improved visibility, organization, and accountability.
• Led process improvement initiatives that streamlined communication and project execution.
• Supported CEOs and Founders in research, planning, launching, and managing new business initiatives.

Team Leader at WNS Philippines (2020-01 – 2022-12)

• Led a team of customer service representatives, providing daily coaching and support.
• Monitored individual and team performance to ensure service level goals and KPIs were achieved.
• Conducted one-on-one coaching sessions and performance reviews.
• Assisted with escalations and resolved complex customer concerns.
• Worked closely with operations managers to improve team performance and productivity.
• Helped onboard and train new team members.
• Prepared performance reports and tracked team metrics.

Subject Matter Expert (SME) at WNS Philippines (2019-01 – 2020-12)

• Served as the primary resource for product knowledge and process guidance.
• Supported new hires during training and nesting periods.
• Assisted agents with complex customer inquiries and escalations.
• Worked with team leaders to identify knowledge gaps and recommend process improvements.
• Updated internal documentation and knowledge base materials.
• Helped maintain quality and consistency across the team.

Customer Service Representative at VXI Global Holdings (2018-01 – 2019-12)

• Assisted customers through phone, email, and chat support.
• Resolved customer concerns while maintaining high customer satisfaction.
• Met productivity, quality, and performance goals.
• Documented customer interactions accurately and efficiently.
• Built strong communication and problem-solving skills while working in a fast-paced environment.

Bachelor of Science in Psychology – Our Lady of Fatima University (2013 – 2017)