Alvi Lyn L. Dela Cruz
Baguio City, Province Of Benguet
Summary
To secure a challenging position in a reputable organization to expand my learning, knowledge, and skills to secure a responsible career opportunity to fully utilize my training while making a significant contribution to the success of the company.
Overview
13
13
years of professional experience
Work History
Customer Service Virtual Assistant
EMAPTA
02.2021 - Current
- Handling emails, live chat support, back office tasks, customer support for replacements, and order status
CSR
TalentPop
10.2022 - 01.2025
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Senior Processing Associate
ThoughtFocus
08.2017 - 09.2020
- Calling creditors to obtain accurate information and update credit reports
- Speaking with clients and borrowers from the US
Customer Account Executive
Results
08.2015 - 09.2016
- Providing technical support for COMCAST consumers, schedule appointments for home support and answering billing questions and selling additional channels
Customer Service Representative
TELUS
10.2014 - 02.2015
- Accepting payments for DELL accounts, answering billing questions, and helping the customer in creating their online DELL account
Technical Support Representative
TELEPERFORMANCE
07.2013 - 06.2014
- Providing technical support for COMCAST consumers and schedule tech appointments
Technical Service Representative
NCO
01.2012 - 03.2012
- Providing technical support and helping customers to access their mobile phones in the easiest way possible
Education
Associate - Computer Programming
STI COLLEGE RECTO
01.1997
Bachelor - Fine Arts major in Advertising
COLLEGE OF THE HOLY SPIRIT
01.1995
Skills
- Customer service
- Data entry
- Microsoft office
- Document preparation
- Meeting scheduling
- File organization
- Basic graphic design
- Video editing
- Issue research
- Attention to detail
- Multitasking and organization
- Team collaboration
- Verbal and written communication
- Task prioritization
- Online marketing
- Internet research
- Email management
- Fast learner
- Multitasking and time management
- Customer relations and communications
- Customer and client relations
- Clear communication
- Editing and proofreading
- Writing reports
Tools and Apps
- Yahoo Mail
- Gmail
- Google Drive
- Google Voice
- Google Docs
- Google Classroom
- Zoom
- Skype
- Microsoft Office
- WPS Office
- Citrix
- ZENDESK
- Ordergroove
- YOTPO
- Loop returns
- ACSR
- AVAYA
- Shopify
- Netsuite
- Gorgias
- Slack
- Outlook
- Live chat
- Canva
- Photoshop
- Helpscout
- Rise.IO
Timeline
CSR
TalentPop
10.2022 - 01.2025
Customer Service Virtual Assistant
EMAPTA
02.2021 - Current
Senior Processing Associate
ThoughtFocus
08.2017 - 09.2020
Customer Account Executive
Results
08.2015 - 09.2016
Customer Service Representative
TELUS
10.2014 - 02.2015
Technical Support Representative
TELEPERFORMANCE
07.2013 - 06.2014
Technical Service Representative
NCO
01.2012 - 03.2012
Bachelor - Fine Arts major in Advertising
COLLEGE OF THE HOLY SPIRIT
Associate - Computer Programming
STI COLLEGE RECTO
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