LUCKY BIGWAS DELA CRUZ
Cebu City, Province Of Cebu
Summary
Diligent with proven track record in leading teams to success through effective management and strategic planning. Demonstrated expertise in coordinating projects and fostering team collaboration, achieving significant milestones. Utilized leadership and communication skills to drive team performance and ensure project completion.
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Team Lead, Cash Posting Application Specialist
IPLOY, OPC
07.2017 - Current
- As a team leader, I serve as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Oversees the entire cash posting process
- Ensures compliance with financial regulations
- Audits and reviews posted transactions for accuracy
- As a cash application specialist, I match incoming payments to customer invoices
- Ensures accurate and timely posting in the accounting system
- Handles refunds, adjustments, and payment discrepancies
Customer Service Associate – Chat (CSA)
[24/7] CUSTOMER MANAGEMENT PHILS.
01.2015 - 01.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
Customer service representative
TELETECH CUSTOMER PHILIPPINES
09.2014 - 10.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Associate (CSA) Subject Matter Expert (SME)
STREAM GLOBAL SERVICES
04.2011 - 12.2013
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Reduced issue resolution time by streamlining communication between departments.
Customer Service Associate (CSA)
WIPRO BPO PHILIPPINES INC.
10.2010 - 04.2011
Customer Service Associate (CSA)
ICT-MARKETING SERVICES INC.
05.2009 - 06.2010
Technical Support Representative (TSR)
QUALFON PHILIPPINES INC.
02.2008 - 04.2009
Education
Bachelor of Science - Information Technology (BSIT)
UNIVERSITY OF CEBU- BANILAD
High School - undefined
SAN ISIDRO PARISH SCHOOL
Elementary - undefined
BANILAD ELEMENTARY SCHOOL
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Quality control
- Workplace safety
- Production monitoring
- Employee evaluation
- Key performance indicators
- Invoice verification
- Employee training
Certification
- HIPAA Training with certifications
- Training with certification on public speaking
- Training with certification on Corporate compliance
- Training with certification on Safe workplace and abuse
PERSONAL PROFILE
- MARITAL STATUS : MARRIED
- HEIGHT : 5'5”
- WEIGHT : 56 KGS
- SEX : MALE
- COMPLEXION : FAIR
- EYES : BROWN
- STAND : MEDIUM
- E-MAIL : LUCKEI.ZAOLDWECK@GMAIL.COM
Timeline
Team Lead, Cash Posting Application Specialist
IPLOY, OPC
07.2017 - Current
Customer Service Associate – Chat (CSA)
[24/7] CUSTOMER MANAGEMENT PHILS.
01.2015 - 01.2017
Customer service representative
TELETECH CUSTOMER PHILIPPINES
09.2014 - 10.2015
Customer Service Associate (CSA) Subject Matter Expert (SME)
STREAM GLOBAL SERVICES
04.2011 - 12.2013
Customer Service Associate (CSA)
WIPRO BPO PHILIPPINES INC.
10.2010 - 04.2011
Customer Service Associate (CSA)
ICT-MARKETING SERVICES INC.
05.2009 - 06.2010
Technical Support Representative (TSR)
QUALFON PHILIPPINES INC.
02.2008 - 04.2009
High School - undefined
SAN ISIDRO PARISH SCHOOL
Elementary - undefined
BANILAD ELEMENTARY SCHOOL
Bachelor of Science - Information Technology (BSIT)
UNIVERSITY OF CEBU- BANILAD
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