Ariane Frances Dela Cruz
Trece Martires City, Province Of Cavite
Summary
Dynamic and results-oriented professional with extensive experience in customer support and quality assurance, notably at Telstra Powered By Teletech. Excelled in developing quality procedures and coaching teams, enhancing operational efficiency. Skilled in warehouse operations and a proven team player, adept at driving product improvements through critical thinking and proactive collaboration.
Overview
11
11
years of professional experience
Work History
Technical Support Engineer
Zendesk
11.2019 - Current
- Responded to support request from end-users and helped them with troubleshooting their issues within their respective Zendesk instance.
- Collaborate with other colleague to resolve their customer's query through daily swarming.
- A help center article contributor, that helps create and update customer facing articles.
Customer Insight Consultant
Telstra Powered By Teletech
10.2017 - 10.2019
- Developed and maintained quality assurance procedure documentation.
- Analyzed quality and performance data to support operational decision-making.
- Mentored and coached team members on QA topics and strategies.
Customer Service Representative
Telus
11.2015 - 05.2017
- Customer support representative for a Fitness tracker. Helped customers with troubleshooting their issues with the tracker and apps.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records for shipping and warehouse cases.
- Conducted research to address shipping errors and packaging mistakes.
Training and Quality Intern
Startek
01.2014 - 05.2015
- Analyzed problems and worked with teams to develop solutions.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed and implemented successful onboarding program.
Education
Bachelor of Science - Nursing
St. Joseph College
Tanza, Province Of Cavite, PhilippinesBachelor of Science - Psychology
Adamson University
Manila, Metro Manila, PhilippinesSkills
- Familiarity with Shipping procedures for Fitness tracker
- Knowledge in Warehouse operations for Fitness tracker
- Flexible and adaptable
- Critical thinking
- Team player
- Proactive team player
Languages
Japanese
Beginner (A1)
Spanish
Beginner (A1)
Software
Shopify
Canva
Microsoft Tools
Salesforce
Timeline
Technical Support Engineer
Zendesk
11.2019 - Current
Customer Insight Consultant
Telstra Powered By Teletech
10.2017 - 10.2019
Customer Service Representative
Telus
11.2015 - 05.2017
Training and Quality Intern
Startek
01.2014 - 05.2015
Bachelor of Science - Nursing
St. Joseph College
Bachelor of Science - Psychology
Adamson University
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