ARTURO V. CRUZ
Las Pinas,NCR, Philippines
Summary
Accomplished professional with extensive experience in customer service, corporate communications, and executive administration across various industries. Proven ability to enhance customer satisfaction and operational efficiency, achieving high service ratings at Concentrix and Betaine. Expertise in managing complex administrative functions at Saudi National Bank and PepsiCo International, with a focus on project management and content creation. Skilled in MS Office Suite, SharePoint, writing, editing, and graphic design, with a career progression from entry-level to junior management roles at Hyatt International Hotels.
Overview
44
44
years of professional experience
Work History
Customer Service Representative
Concentrix
Alabang, Muntinlupa
05.2022 - Current
- For Walgreens Pharmacy USA. Responsibilities: Take inbound calls to schedule vaccine appointments with a cross-role in the Retail/Photo line of business.
- Achievements: Contributed to achieving highly satisfactory customer service with incentives. In 2025, took on a PAP SME role (4months), including PAP TLT (4weeks).
Customer Service Representative
Betaine
Alabang, Muntinlupa
11.2021 - 04.2022
- For the Aetna Inc. account, a US-managed healthcare company that sells traditional and consumer-directed healthcare insurance and related services.
- Responsibilities: Take inbound calls from network members of dental providers, and assist them with insurance subscribers’ benefits eligibility, claims, payment inquiries, and other services.
- Achievements: Contributed to achieving satisfactory customer service, especially during the peak season of the insurance enrollment period, as one of the top performers in garnering positive surveys (a minimum of 5 to a maximum of 10 daily).
- Reason for leaving: The assignment was cut short due to the government-imposed ‘return-to-site’ policy following the easing of the pandemic.
- Formerly Hinduja Global Solutions - HGS
Customer Service Representative
ePerformax
Pasay, Manila
01.2021 - 04.2021
- A PayPal account is an online payment system that makes paying for things online and sending and receiving money safe and secure.
- Responsibilities: Handled blended inbound and outbound calls, chat, and email.
- Achievement: Completed a 3-month class and practical training, and reached the production floor in the fourth month.
- Reason for leaving: Opted out due to the constantly changing health safety alert levels.
Administrative Officer
Saudi National Bank
02.2017 - 12.2018
- Support the Head of the Corporate Banking Group, a senior executive management level, and a Board member of two affiliates of the Bank.
- Responsibilities: Liaise with counterparts (Board General Secretariat offices) in handling meetings documentations; manage the manager's calendar, arrange travels, departmental/divisional meetings, workshops, business visas, and other logistics for foreign visitors.
- Achievements: Established high-level management of the manager's and team's day-to-day operations, resulting in a satisfactory appraisal and monetary incentive year-on-year.
- Reason for leaving: End-of-contract.
- Formerly The National Commercial Bank - NCB
Corporate Communications Officer
Saudi National Bank
06.2010 - 01.2017
- Support the head of the unit in establishing and developing the bank's Corporate Communications function within the governance framework of business; in charge of the 'internal communication' function in engaging the organization through effective cascading of corporate messages.
- Responsibilities: Prepare (write, edit, proofread) and issue internal communication; service business groups, including HR, Executive Office, Risks, and Compliance in their communication needs; co-manage the company Intranet (Portal) and Yammer (a company version of Facebook) as administrator/contributor.
- Achievements: The bank witnessed a significant increase (average, 40-50% year-on-year) in communication activities; key contributor to the successful compilation of governance documents, ie, policy & procedure and operation manual; devised tools and processes for standardization.
- Implemented quality control measures for outputs by taking ownership of internal communication channels; served as the contact point for the production of departmental presentations, including corporate presentations as assigned by the executive management; key collaborator for editing the copy of marketing communication materials, e.g., social media, SMS, updating of website, portal, and collaterals.
- As a stretch role, took over the company's Portal (SharePoint Intranet) from a novice level and revived the portal; member of the company's monthly e-newsletter, and industry award entries.
- Reason for leaving: Lateral movement in the same company.
Marketing Supervisor con Executive Admin. Assistant
Saudi National Bank
07.2006 - 05.2010
- Serve as both general office administrator and executive administrative assistant to the Chief Marketing Officer (CMO), who was in charge of the 50-member central marketing workforce.
- Responsibilities: Manage day-to-day operation of the CMO's office; communicate and follow through all directives from the CMO to concerned directors & managers, ensuring good relations & efficient administration of functions; organize/manage divisional events, pieces of training, meetings, and focal groups; contribute to corporate/divisional special projects; supervise all administrative staff.
- Achievements: Successfully fulfilled core responsibilities and stretched assignments, resulting in an outstanding performance rating year-on-year, promoted to Corporate Communications Officer role (June 2010).
- Reason for leaving: Promotion from within.
Executive Administrative Assistant
PepsiCo International
01.1995 - 06.2006
- Functioned in various support roles over time for senior executives of trade, marketing, and finance for 11 years.
- Responsibilities include the company's executive credit card management, cash management, reporting, financial analysis, payables, presentations, and organized HR events.
- Reason for leaving: Expand horizon by moving to a different industry.
Executive Administrative Assistant
KPMG Management Consulting
11.1993 - 12.1994
- Support the Managing Partner during the business setup with responsibility in bookkeeping and general office management; managed activities of visiting consultants from its UK headquarters and other regional offices; organized high-level meetings with the owning company, consultancy assignments, and conducted research for business leads, prepared reports, marketing, and project materials.
- Reason for leaving: Working visa issues.
Rank & File to Junior Managerial roles
Hyatt International Hotels
Yanbu & Jeddah
05.1982 - 10.1993
- Served in various capacities while with the Hyatt Hotels Saudi Arabia, started in Hyatt Yanbu as Front Office staff member then moved to its Jeddah property and supported the hotel's past three (3) general managers as Executive Assistant throughout the 11 years.
- Achievements include Business Center setup from a mere service center into a revenue-generating unit; organize HR-related and staff events as chairman of the employee relations committee; revamping the guest-history database; managing the guest complaints handling unit; introducing the hotel's first employee newsletter; recipient of many recognition awards; member of the executive management committee.
- Reason for leaving: To seek greener pastures in another business field.
Education
Bachelor of Science - Business Administration
PCU
Manila, Philippines01.1980
Certificate - Hotel & Restaurant Management
Philippine Plaza
Manila, Philippines01.1979
Skills
- MS Office Suite
- Outlook
- PowerPoint
- Excel
- Word
- SharePoint
- Writing and editing assistance
- Content creation
- Graphic design
- Communication project management
- Promotional materials
- Presentations
- Collateral materials
Timeline
Customer Service Representative
Concentrix
05.2022 - Current
Customer Service Representative
Betaine
11.2021 - 04.2022
Customer Service Representative
ePerformax
01.2021 - 04.2021
Administrative Officer
Saudi National Bank
02.2017 - 12.2018
Corporate Communications Officer
Saudi National Bank
06.2010 - 01.2017
Marketing Supervisor con Executive Admin. Assistant
Saudi National Bank
07.2006 - 05.2010
Executive Administrative Assistant
PepsiCo International
01.1995 - 06.2006
Executive Administrative Assistant
KPMG Management Consulting
11.1993 - 12.1994
Rank & File to Junior Managerial roles
Hyatt International Hotels
05.1982 - 10.1993
Bachelor of Science - Business Administration
PCU
Certificate - Hotel & Restaurant Management
Philippine Plaza