John Jevi Dela Cruz
Executive Assistant
Summary
Executive Assistant with strong background in calendar management, travel coordination, and administrative support. Skilled in managing day-to-day activities, optimizing executive productivity, and maintaining confidentiality on sensitive matters. Experienced in managing cross-functional communication, prioritizing competing requests, and coordinating among stakeholders. Committed to delivering top-tier support with professionalism, attention to detail, and proactive attitude that results in executive effectiveness and organizational success.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Executive Personal Assistant
Dan The Moving Man
03.2025 - Current
- Monitored service bookings and customer satisfaction to ensure efficient delivery and follow-up.
- Managed order processing using QuickBooks and Supermove, updating status changes in real-time.
- Responded to service inquiries and aligned communication across customers, drivers, and internal teams.
- Maintained clear documentation and timely updates through email, Slack, and other platforms.
Executive Assistant
Magic
01.2025 - Current
- Managed executive travel logistics, reducing issues by 90%
- Acted as point of contact for internal and external stakeholders, ensuring prompt communication
- Handled confidential documents with 100% accuracy and discretion
- Streamlined filing systems, improving document retrieval speed by 40%
- Supported executive onboarding, coordinating schedules and resources
- Managed high-volume email inboxes, prioritizing urgent matters and improving response time
Quality Analyst - Lead
iQor
07.2023 - 01.2025
- Lead and mentor a team of 10 Quality Analysts, conducting regular performance reviews, coaching, and providing actionable feedback, resulting in a 2-3 point improvement in team performance scores
- Conduct quality assurance audits on 100+ agent interactions per week, ensuring compliance with internal procedures and identifying areas for process improvement, leading to a 10-15 fewer quality-related issues per month
- Utilized data analysis techniques and advanced Excel functions (pivot tables, VLOOKUP, formulas) to process large datasets, identify trends, and create actionable insights, resulting in more efficient reporting and reducing analysis time by 10+ hours per month
- Prepared and delivered PowerPoint presentations to clients, showcasing KPIs, performance trends, and recommendations, helping to achieve a 5-point increase in client satisfaction scores
- Designed and implemented Microsoft Forms for more efficient data collection, improving data accuracy and reducing reporting errors by 5-10 reports per month
- Managed and optimized QA schedules, ensuring 100% resource allocation and meeting team performance goals every month
Customer Service Representative
Ubiquity
01.2020 - 02.2023
- Resolved over 120 customer inquiries weekly via phone, email, and chat, maintaining a 90–92% customer satisfaction rate.
- Developed and implemented 5+ macros, reducing handling times by 3–5 minutes per inquiry.
- Collaborated with clients to identify root causes of recurring issues, leading to 12–15 fewer complaints per month.
- Created and delivered client presentations on customer feedback trends and SLA performance, improving SLA compliance by 5–10%.
Customer Service Representative
ePerformax
07.2019 - 12.2019
- Managed over 80 customer inquiries daily related to login and payment issues, maintaining a 95% first-contact resolution rate
- Ranked #1 in performance within the batch and promoted to Subject Matter Expert (SME) for resolving 100+ customer issues per week
- Led training for 3+ batches of new hires, providing live call demonstrations and coaching, resulting in 15-20% higher performance metrics among new hires
- Mentored 5-7 new agents, focusing on attention to detail, empathy, and effective communication, contributing to a 5-8 point improvement in overall team quality scores
Education
Bachelor of Science - Information Systems
Carlos Hilado Memorial State University
07.2012 - 2012.10
Bachelor of Science - Mechanical Engineering
Technological University of the Philippines
07.2011 - 2011.11
Skills
Calendar & Email Management
Certification
Six Sigma White Belt Certification, Educate 360
Awards
- Top Quality Analyst - iQor, 05/01/24, Recognized for exceptional performance and leadership in quality assurance, significantly improving team and client outcomes.
- Top Quality Analyst - iQor, 09/01/24, Awarded for outstanding contributions to team performance and quality objectives.
Timeline
Executive Personal Assistant
Dan The Moving Man
03.2025 - Current
Magic Assistant Training, Magic
01-2025
Executive Assistant
Magic
01.2025 - Current
Quality Analyst - Lead
iQor
07.2023 - 01.2025
Six Sigma White Belt Certification, Educate 360
03-2023
Customer Service Representative
Ubiquity
01.2020 - 02.2023
Customer Service Representative
ePerformax
07.2019 - 12.2019
Bachelor of Science - Information Systems
Carlos Hilado Memorial State University
07.2012 - 2012.10
Bachelor of Science - Mechanical Engineering
Technological University of the Philippines
07.2011 - 2011.11
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