Daisy Dela Cruz
Brgy.Pob Zone 2,Estancia IloIlo
Summary
Dynamic Tech Sales Coach at Asurion with a proven track record in enhancing customer satisfaction and driving sales performance. Skilled in data analysis and relationship building, I implemented tailored coaching strategies that significantly improved team outcomes. Committed to fostering a collaborative environment and achieving sales goals through effective communication and mentorship.
Dynamic individual with hands-on experience in Technical and Customer Service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Knowledgeable Coach and Quality Analyst with background in sales coaching, guiding teams to exceed performance goals. Proven ability to enhance sales techniques and drive revenue growth through customized training programs. Demonstrated expertise in communication and leadership, ensuring team cohesion and consistent achievement of targets.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Tech Sales Coach
Asurion
06.2021 - 09.2025
- Diagnosed technical issues and performed repairs on various devices independently.
- Collaborated with team members to streamline workflows and improve operational efficiency.
- Improved customer satisfaction, swiftly addressing and resolving technical inquiries and issues.
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
- Analyzed client feedback to adjust coaching sessions accordingly.
- Analyzed sales performance data to identify trends and recommend actionable strategies for improvement.
- Conducted regular performance reviews, establishing clear goals and accountability measures for individual team members.
- Evaluated training effectiveness through feedback surveys, continuously refining materials based on participant input.
- Implemented role-playing scenarios to simulate client interactions, fostering confidence and adaptability in sales approaches.
- Improved customer satisfaction ratings through targeted coaching on active listening skills and empathetic responses to client concerns.
- Increased sales performance by implementing tailored coaching strategies for individual team members.
- Established clear expectations for performance standards while providing ongoing mentorship to help sales professionals exceed goals consistently.
- Conducted regular one-on-one sessions to provide personalized feedback and support for each team member.
- Developed and led group training courses to align with corporate sales and service goals.
Agent and Quality Assurance Analyst
Iqor
04.2019 - 03.2021
- Assisted customers with inquiries and provided information on services and products.
- Managed daily administrative tasks to ensure smooth operation of the office.
- Engaged in ongoing training to enhance product knowledge and improve service quality.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
- Facilitated training sessions for new agents, elevating overall team performance.
- Conducted market analysis to pinpoint client needs, leading to tailored service offerings.
- Implemented feedback system to gather client insights, driving continuous improvement.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
Customer Service Representative
SPI Global CRM
04.2018 - 10.2018
- Assisted customers with product inquiries and service-related questions.
- Learned and utilized CRM software to manage customer interactions efficiently.
- Handled customer complaints, providing timely resolutions to enhance satisfaction.
- Supported team in daily operations by processing orders and updating records.
- Participated in training sessions to improve product knowledge and service techniques.
- Adapted to diverse customer needs through effective communication skills.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Business Administration
Northern Iloilo Polytechnic State College
Estancia,Iloilo04-2016
Skills
- Customer service
- Works Well Under Pressure
- Multitasking and organization
- Written/Verbal communication
- Troubleshooting
- Customer interaction
- Performance improvement
- Customer rapport
- Data analysis
- Attention to detail
- Listening skills
- Excellent people skills
- Exceptional customer service
- Sales expertise
- CRM software proficiency
- Verbal and written communication
- Feedback implementation
- Upselling and cross selling
- Sales goals attainment
- Relationship building
Accomplishments
- Led a team of operators to set the average fastest operation time and quality yield from start to finish.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Goal by completing the call auditing with accuracy and efficiency.
- Documented and resolved technical issue which led to customer satisfaction.
- Supervised team of 24 staff members.
- Achieved Sales Goal through effectively helping with proper feedback and coaching.
Certification
- Certified Quality Analyst, Asurion - October 2019
Languages
English
Advanced (C1)
Timeline
Tech Sales Coach
Asurion
06.2021 - 09.2025
Agent and Quality Assurance Analyst
Iqor
04.2019 - 03.2021
Customer Service Representative
SPI Global CRM
04.2018 - 10.2018
Bachelor of Science - Business Administration
Northern Iloilo Polytechnic State College