Marc Jayson Cruz
Santa Rosa, Province Of Laguna
Summary
To acquire a challenging position of Customer Service Representative, offering ability to pleasantly and effectively answer and screen telephone/email inquiries from customers.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Client Support – Virtual Assistant
Tyrerite Scunthorpe
03.2022 - 02.2025
- Managing the e-commerce marketplace, website and social media pages of the company
- Onboarding the recent hires and starters
- Generate and prepare invoices for clients promptly and accurately
- Manage/sort emails, reply and notify client of those that need their attention
- Assist the client and provide service on varied administrative tasks and complex clerical work maintaining initiative and independent judgment
- Collect information on quality issues, place and follow up on claims for factory defects
- Calendar management that includes arranging meetings, conferences, for the client and email and contact management
- Collect product data, pictures, and assembly instructions
Admin Specialist – Virtual Assistant
Forward Property LTD
03.2022 - 02.2025
- Active participation in office management, including handling general clerical tasks
- Organize and prepare meeting schedules for various departments
- Ensure meeting spaces are properly requisitioned ahead of schedule
- Manage/sort emails, reply and notify client of those that need their attention
- Collaborate closely with Project Coordinators to support product ordering and deliverables
- Offer assistance to accounting department to provide manage invoices, payments, and receipts
- Handle other assigned duties as needed, demonstrating flexibility and adaptability
- Collect product data, pictures, and assembly instructions
Client Support – Amazon FBA Virtual Assistant
Evolucity Commerce
08.2021 - 02.2025
- Assist the team on following up with vendors or customers
- Place orders with local and overseas suppliers
- Follow up on production until shipment, coordinating with Quality Control department to make sure inspections are scheduled, coordinating with Logistics to make sure containers are booked on time
- Keep our system updated (PO dates, quantities, and costs)
- Follow up on orders receipt and place claims if there are discrepancies
- Collect information on quality issues, place and follow up on claims for factory defects
- Create SKU and shipping marks
- Collect product data, pictures, and assembly instructions
Global Data Entry Specialist
Global Onboard Partners
10.2020 - 04.2023
- Assist with online, phone and email support to existing and new advertisers with GDE (Global Destination Explorer)
- Entering genuine data into GOBP's digital Zoho platform
- Answer by phone, email or use GOBP's online support portal to reply to any and all advertisers requirements and or requests that they may have in relation the Global Destination Explorer program
- The DECSS will be required to enter a minimum of 20 genuine data leads per hour
- Entering data leads are considered by GOBP as a Priority 2 task
- Provide accurate product information and serve as a knowledgeable resource for the customer, accurately representing the Client and NEW
- Meet/exceed all monthly key performance standards, and deliver exception reliability and adherence to schedule
Doordash Customer Service Representative
TaskUs Philippines
03.2021 - 07.2021
- Consult drivers (dashers) on products and services to provide the best solutions for their needs by a variety of communication channels that include email or chat
- Respond to inquiries with active listening – identifying additional needs and support any upgrades in products and services
- Open and maintain dashers accounts and information
- Resolve technical issues with patience and understanding
- Multi task and solve problems in a fast-paced environment to achieve efficiency target and quickly navigate software programs and use shortcuts
- Meet/exceed all monthly key performance standards, and deliver exception reliability and adherence to schedule
- Communicate effectively to multiple customers at the same time via chat and or email
- Positively participate in company events, team activities, and continuous learning
Cignal Homebased Customer Service Representative
Mindwaves Philippines Inc.
02.2020 - 12.2020
- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately
- Troubleshoot technical equipment / programming
- Assist with billing inquiries
- Provide “best value” information and make appropriate upgrade offers
- Provide accurate product information and serve as a knowledgeable resource for the customer, accurately representing the Client and NEW
- Meet/exceed all monthly key performance standards, and deliver exception reliability and adherence to schedule
- Process customer orders by phone
- Other general administrative duties (e.g.; filing, data entry, etc.) as assigned
AMAZON Seller Support (Chat / Email / Phones)
Majorel Philippines Corporation
03.2019 - 10.2019
- Resolve customer calls/email related to products offered on website
- Provide timely and accurate operational support to Merchants selling on the Amazon platform
- Generate shipper delivery intercepts, return authorizations and/or claims as necessary
- Communicate website issues to IT team as necessary for quick resolution
- Report all products and service-related trends to the seller support management team
- Assist in the development of department methods and procedures
- Demonstrate end to end ownership of every seller interaction coupled with proactive problem solving and provides exceptional support to sellers
- Other general administrative duties (e.g.; filing, data entry, etc.) as assigned
AMAZON.com Customer Service Representative
Teletech Inc.
12.2015 - 03.2019
- Resolve customer calls/email related to products offered on website
- Process customer orders by phone
- Generate shipper delivery intercepts, return authorizations and/or claims as necessary
- Communicate website issues to IT team as necessary for quick resolution
- Report all products and service-related trends to the customer care management team
- Assist in the development of department methods and procedures
- Process customer orders by phone
- Other general administrative duties (e.g.; filing, data entry, etc.) as assigned
Audible.com US Chat / Email Support Representative
Sutherland Global Services
12.2014 - 10.2015
- Responded to a large volume of chat and email inquiries from customers
- Scheduled billing date of customer membership purchased
- Resolved technical issues regarding the use of product content
- Processed credit card and book credits payment
- Maintained accurate documentation
AMAZON.UK Customer Service Representative
Sutherland Global Services
10.2014 - 12.2014
- Resolve customer calls/email related to products offered on website
- Process customer orders by phone
- Generate shipper delivery intercepts, return authorizations and/or claims as necessary
- Communicate website issues to IT team as necessary for quick resolution
- Report all products and service-related trends to the customer care management team
- Assist in the development of department methods and procedures
- Process customer orders by phone
- Other general administrative duties (e.g.; filing, data entry, etc.) as assigned
Gas Station Attendant
Total Gas Station
04.2014 - 05.2014
- Run fuel pumps and fill fuel tanks of vehicles with gasoline or diesel fuel to particular levels
- Sell ready food, groceries, and vehicle related items
- Sanitize parking areas, offices, restrooms, and tools, and remove garbage
- Wash windshields and check fluid levels and air pressure
- Prepare day by day reports of fuel, oil, and other sales
Storekeeper
Susana Mini Grocery
06.2006 - 03.2014
- Works in a small stockroom
- Checks materials and supplies and reports when stock is low
- Receives and unpacks materials and supplies
- Reports damages and discrepancies for accounting, reimbursement and record-keeping purposes
Education
High School Diploma -
Pablo Roman National High School
Pilar, Bataan12.2005
Bachelor of Science - Industrial Technology major in Machine Shop
Bataan Peninsula State University
Balanga, Bataan12.2009
Skills
- Customer Service
- Data Entry
- Admin Support
- E-Commerce Support Expert
- ZOHO CRM
- Zendesk CRM
- Amazon CRM
- Amazon Seller Central
- Meta Business Suite
- Salesforce
- Hubspot
- Asana
- Five9
- Genisys Telephony
- VICI
- Mondaycom
- Confluence
- Helpscout
- Shiphero
- Shipstation
- DolphinAnty
- Infloww
- GoLogin
- Trello
- Xero
- Tyresoft
- Helium10
- Grammarly
- Zoom
- Shopify
- Clickfunnels
- Canva
- Slack
- Excel
- Microsoft Word
- Google Sheets
- Powerpoint
- Google Docs
- Google Apps
- Notion
- CRM management
- File organization
- Project management
- Mail management
- Administrative support
Certification
- Call Center Academy English Proficiency Program, Sta. Rosa Laguna, 11/07/08 - 12/06/08
- National Professional Certification in Customer Service, Clark Pampanga, 06/15/14 - 06/20/14
Accomplishments
- Gained a wide range of business entity knowledge in a unbelievably short span of time as a result got ‘Employee Discounts’.
- One of the top newly hired save performers at Audible.com.
Skype Id
live:.cid.509ce54a00d52063
Sss
04-2055055-4
Tin
454-472-723
Personal Information
- Date of Birth: 03/29/88
- Marital Status: Single
Qualifications
Highly experienced in accurately recognizing and routing calls related to suspected fraud, calls better suited for the Financial Institution or Client, disabled profiles, inquiries to be referred to other specific departments., Capable of proactively adhering to company and department procedures and policies., Substantial knowledge of using tools and resources available to efficiently solve problems and answering questions as they relate to login credentials and bill payment support for biller clients., Track record of making outbound phone calls to end-users to ensure timely resolution of open issues., Can effectively provide accurate solutions to a wide range of customer problems including login credential issues, online banking and bill payment inquiries with minimal supervision., Thorough understanding of identifying potential system or process-related issues and escalating appropriately., Proven record of tracking customer inquiries using online tracking systems., Working knowledge of several software packages related to Call Centre Operations including enterprise software, database management and MS Office., Exceedingly skilled in answering customer inquiries in a friendly manner., Emotionally intelligent in terms of empathetically understanding and predicting customer behavior and handling them accordingly., Exceptionally vigilant in identifying add-on products and services available to end-users while making suggestions to customers., Able to remain calm, maintain pleasant voice tone and use appropriate professional language especially dealing with impatient/short-tempered and problematic customers/clients., Writing and speaking fluency in English.
Timeline
Client Support – Virtual Assistant
Tyrerite Scunthorpe
03.2022 - 02.2025
Admin Specialist – Virtual Assistant
Forward Property LTD
03.2022 - 02.2025
Client Support – Amazon FBA Virtual Assistant
Evolucity Commerce
08.2021 - 02.2025
Doordash Customer Service Representative
TaskUs Philippines
03.2021 - 07.2021
Global Data Entry Specialist
Global Onboard Partners
10.2020 - 04.2023
Cignal Homebased Customer Service Representative
Mindwaves Philippines Inc.
02.2020 - 12.2020
AMAZON Seller Support (Chat / Email / Phones)
Majorel Philippines Corporation
03.2019 - 10.2019
AMAZON.com Customer Service Representative
Teletech Inc.
12.2015 - 03.2019
Audible.com US Chat / Email Support Representative
Sutherland Global Services
12.2014 - 10.2015
AMAZON.UK Customer Service Representative
Sutherland Global Services
10.2014 - 12.2014
Gas Station Attendant
Total Gas Station
04.2014 - 05.2014
Storekeeper
Susana Mini Grocery
06.2006 - 03.2014
Bachelor of Science - Industrial Technology major in Machine Shop
Bataan Peninsula State University
- Call Center Academy English Proficiency Program, Sta. Rosa Laguna, 11/07/08 - 12/06/08
- National Professional Certification in Customer Service, Clark Pampanga, 06/15/14 - 06/20/14
High School Diploma -
Pablo Roman National High School
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