Google Suites
David Cruzana
Multi-Skilled VA
Pasig City
Summary
Client care professional with track record of enhancing client satisfaction and resolving issues efficiently. Known for collaborative teamwork and achieving results in dynamic environments. Skilled in communication and problem-solving, adaptable to changing needs.
Overview
7
7
years of professional experience
Work History
Client Care Specialist
1800accountant
11.2025 - 04.2026
- Interacted with team members across departments to research and resolve customer issues.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Conducted case management activities and services with multidisciplinary team.
- Answered customer questions via telephone, email, and live chat services.
- Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure.
- Monitored performance metrics closely, striving for continuous improvement based on feedback from both peers and supervisors alike.
- Proactively addressed potential client concerns, preventing escalated issues and maintaining a positive relationship.
- Utilized CRM software effectively for tracking client interactions and managing follow-ups on outstanding issues.
- Organized client files meticulously, ensuring easy access to important information for efficient problemsolving.
Customer Support Representative & Administrative Supervisor
Bestpay 24
06.2025 - 09.2025
- Supervised a team of 7 customer support agents, overseeing daily operations, performance metrics, and training needs to ensure high-quality service delivery.
- Developed and implemented a new performance tracking system, which led to a 15% improvement in team efficiency and a reduction in average handling time by 20 seconds per chats and tickets.
- Conducted regular performance reviews and coaching sessions, providing constructive feedback and fostering a positive, goal-oriented team environment.
- Managed shift scheduling and resource allocation to meet service level agreements (SLAs), ensuring adequate coverage during peak hours and maintaining a consistent level of support.
- Acted as a point of escalation for complex customer issues, mentoring agents on advanced problem-solving techniques and ensuring swift and satisfactory outcomes
- Managed and resolved an average of 300+ customer inquiries per day via live chat, and tickets consistently achieving a 95% first-contact resolution rate.
- Provided expert assistance with account management, billing issues, and product navigation, enhancing the customer experience and contributing to a 10% increase in customer satisfaction scores over a three-months period.
- Identified and escalated complex technical issues to the appropriate teams, ensuring timely resolution and preventing customer churn.
- Maintained up-to-date knowledge of company policies and product updates, enabling effective problem-solving and accurate information delivery.
Technical Support
Concentrix
02.2024 - 05.2025
- Provided technical support to users for installation, configuration, and troubleshooting of hardware and software
- Delivered responsive Helpdesk and Call Center support, ensuring high levels of customer satisfaction
- Guided users on software usage, offering best practices and solutions to optimize performance
- Diagnosed and repaired hardware issues, coordinating with service centers when necessary
- Scheduled and managed service center appointments to facilitate timely technical assistance
- Conducted outbound calls to promote and upsell relevant products and services
- Handled E-store and e-commerce inquiries, resolving customer concerns and supporting online transactions
Logistics Specialist
Millennial Zeal Technology Corporation (OPPO PHILIPPINES)
11.2020 - 11.2023
- Compiled driver schedules and assigned delivery routes to optimize logistics operations
- Tracked, traced, and updated the status of shipments and deliveries to ensure timely arrivals
- Maintained warehouse organization, ensuring material quality and accurate inventory levels
- Recorded all deliveries and material pull-outs from stores and malls for accurate tracking
- Created detailed inventories for pulled-out materials, preserving quality for potential reuse
- Collaborated with subcontractors to coordinate material deliveries and support construction timelines
- Prepared and allocated materials and designs for delivery according to area-specific requirements
- Adhered to safety protocols, including proper spill management and emergency cleanup procedures
- Successfully completed all assigned training programs in logistics, safety, and warehouse operations
- Conducted regular inventory analysis to support stock accuracy and operational efficiency
Collection Specialist
Finance Inc.
07.2019 - 11.2019
- Effectively managed customer accounts to ensure timely collection of payments and maintain financial accuracy
- Fostered and maintained strong client relationships, contributing to customer satisfaction and long-term retention
- Assisted clients with delinquent accounts by developing and negotiating feasible payment plans to resolve outstanding balances
- Investigated and resolved customer billing inquiries and disputes in a prompt and professional manner
- Generated and submitted comprehensive reports on delinquent accounts, outlining collection efforts and repayment progress
Education
BBA - Business Administration And Management
ACCESS
Pasig, Metro Manila, Philippines 05.2001 -
Skills
Document review
Customer relations
Document analysis
Lead management
Client retention
Adaptability and flexibility
Websites
Software
GHL
Canva
Timeline
Client Care Specialist
1800accountant
11.2025 - 04.2026
Customer Support Representative & Administrative Supervisor
Bestpay 24
06.2025 - 09.2025
Technical Support
Concentrix
02.2024 - 05.2025
Logistics Specialist
Millennial Zeal Technology Corporation (OPPO PHILIPPINES)
11.2020 - 11.2023
Collection Specialist
Finance Inc.
07.2019 - 11.2019
BBA - Business Administration And Management
ACCESS
05.2001 -