DENNIS DELA CRUZ
Pasay,Philippines
Summary
Customer service team member focused on maximizing customer satisfaction through exceptional support. Proficient in industry standards with strong retention of product and service information for effective issue resolution. Experienced in promoting sales to drive revenue while addressing a variety of customer concerns.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
PayPal Holdings Inc.
Muntinlupa City, Philippines
08.2022 - Current
- Managed inbound customer service calls, emails, and chats to assist customers with financial concerns regarding Venmo and PayPal products.
- Ensured compliance with federal laws while delivering quality service to clients.
- Recorded detailed interactions for accurate future reference.
- Followed up with customers to provide ongoing support.
- Maintained knowledge of products and services to improve customer assistance.
Customer Service representative
Teleperformance Philippines
Ortigas City, Philippines
05.2022 - 08.2022
- Assisted customers with hotel bookings through friendly communication.
- Provided support in securing reservations to meet client requirements.
- Ensured high-quality customer service in all interactions.
Customer Service representative
Teleperformance Philippines
Makati City, Philippines
08.2020 - 05.2022
- Handled inbound customer service calls to resolve queries and complaints effectively.
- Built rapport with customers through professional and courteous communication.
- Maintained accurate records of customer interactions, including inquiries and resolutions for future reference.
Store Coordinator
Duty Free Philippines
Mandaluyong City, Philippines
05.2018 - 07.2021
- Assisted in tracking sales trends and observing competitor activities.
- Supported marketing efforts for well-known wines and spirits brands.
- Operated under Moët Hennessy Asia Pacific to enhance product visibility.
- Managed warehouse inventory levels by conducting regular stock checks to ensure accurate records.
- Organised stock areas and displays to improve product visibility with clearly labelled shelves for easy access to goods.
- Prepared inventory reports for management review to highlight discrepancies in stock levels and offer recommendations.
Technical Support Representative
Teletech | Account: Telstra
Pasay City, Philippines
05.2017 - 05.2018
- Oversaw customer interactions related to broadband services at Telstra Australia.
- Guided troubleshooting efforts to resolve technical concerns within specified timeframes.
- Enhanced operational efficiency by implementing effective communication strategies for customer support.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
Brand Promoter
M.A.I.N | Account: Camus International
Muntinlupa City, Philippines
05.2011 - 05.2017
- Selling and promoting wines and spirits exclusively for international travellers under CAMUS International, deployed at Duty Free Philippines in Manila.
- Engaged with potential customers, explaining product benefits and features to drive sales and brand loyalty.
- Interacted face-to-face with customers to promote products and services and increase sales.
- Maintained up-to-date knowledge of brand products, features, and benefits to provide accurate information.
- Tracked consumer interests and preferences by updating marketing and promotion records with changes to customer demands.
- Reviewed sales and activity reports, identified improvements and implemented changes to service delivery for positive customer experience.
- Enhanced brand visibility and customer engagement through dynamic in-store demonstrations and product presentations.
- Stimulated interest in company's offerings by distributing catalogues and advertising materials with detailed product descriptions and contact information.
Education
Diploma of Science - Computer Technology, Network administration, Hardware & Software installation
Asian Institute of Computer Studies
Makati City04.2010
Skills
- Customer service and support
- Technical support
- Call center operations
- Verbal and written communication
- Live chat management
- Dispute resolution
- Analytical skills
Languages
English
Filipino
Timeline
Customer Service Representative
PayPal Holdings Inc.
08.2022 - Current
Customer Service representative
Teleperformance Philippines
05.2022 - 08.2022
Customer Service representative
Teleperformance Philippines
08.2020 - 05.2022
Store Coordinator
Duty Free Philippines
05.2018 - 07.2021
Technical Support Representative
Teletech | Account: Telstra
05.2017 - 05.2018
Brand Promoter
M.A.I.N | Account: Camus International
05.2011 - 05.2017
Diploma of Science - Computer Technology, Network administration, Hardware & Software installation
Asian Institute of Computer Studies