Marlon C. Cruz
Summary
Motivated individual focused on achieving a rewarding career in a dynamic and healthy workplace, utilising expertise to enhance productivity and foster recognition by delivering exceptional results through synchronised teamwork.
Overview
13
13
years of professional experience
Work History
APP COMMERCIAL DESK SPECIALIST
Atlassian
02.2026 - Current
- Coordinated with cross-functional teams to resolve complex customer issues, ensuring timely feedback and solutions.
- Streamlined communication channels between customers and technical support teams, enhancing clarity and reducing issue resolution times.
- Reviewed partner outreach tickets for responses and escalated unresolved issues per established escalation process.
- Monitored the queue and worked assigned tickets within the required business SLA.
- Executes assigned tasks and incoming requests in strict adherence to team SOPs and operational guidelines.
- Managed key accounts, fostering strong relationships and promoting loyalty amongst high-value customers.
- Maintained accurate records of customer interactions, transactions, and feedback in CRM systems.
Quality Process Specialist
Infosys BPM Ltd.
11.2018 - 02.2026
- Identify the operational risks by analysing transaction monitoring and process audit result in order to enable identification of root causes.
- Collect, collate and analyse process performance data and send reports to the managers.Provide accurate and calibrated transaction monitoring reports and feedback to the team in order to ensure compliance to quality assurance frameworks.
- Reported and tracked implementation of corrective actions, ensuring stability of process performance.
- Provided updates and feedback to teams, reducing transaction errors and escalations.
- Trained teams on quality initiatives, enhancing visibility and fostering a quality-focused culture.
QUALITY SPECIALIST
Arvato Bertelsmann
08.2018 - 11.2018
- Drives operational excellence by reviewing agent case files, ensuring 100% adherence to quality standards and procedural guidelines.
- Conducted comprehensive quality audits, ensuring work instructions remained accurate and aligned with operational goals.
- Identified quality issues, coordinating corrective and preventive actions to enhance overall compliance.
- Collaborated across teams to refine and elevate operational standards, driving improvements in quality and efficiency.
TRANSACTION SPECIALIST (DATA ENTRY)
Arvato Bertelsmann
07.2014 - 08.2018
- Manages end-to-end case lifecycles, processing and resolving high-priority customer requests with speed and accuracy.
- Monitored key performance indicators KPIs, providing regular reports to senior management on process performance.
- Boosted company efficiency and customer satisfaction by eliminating inefficient processes.
- Maintains maximum operational security by ensuring all digital records, client files, and confidential outputs comply with corporate privacy standards.
DATA ORDER ENTRY
FIRSTSOUCESOLUTION LTD.
09.2013 - 07.2014
- Processes and categorizes confidential records using standardized coding frameworks to maintain maximum data integrity and accessibility.
- Resolved customer queries with effective communication, providing step-by-step solutions to facilitate understanding.
- Identified customer resolutions through active listening and needs assessment, enhancing satisfaction.
- Managed complaints with clear communication and effective problem-solving, ensuring positive customer experiences.
Education
BS - Occupational Therapy
UNIVERSITYOFPERPETUALHELP - BIÑAN
Biñan01-2009
Skills
- CRM software (Jira / MS DYNAMICS)
- Ticket management
- Customer service excellence
- Performance tracking
- Data analysis
- Quality assurance
- Transaction oversight
- Process optimisation
- Analytical thinking
- Problem solving
- Decision making
- Strategic planning
- Adaptability
- Project Management
Timeline
APP COMMERCIAL DESK SPECIALIST
Atlassian
02.2026 - Current
Quality Process Specialist
Infosys BPM Ltd.
11.2018 - 02.2026
QUALITY SPECIALIST
Arvato Bertelsmann
08.2018 - 11.2018
TRANSACTION SPECIALIST (DATA ENTRY)
Arvato Bertelsmann
07.2014 - 08.2018
DATA ORDER ENTRY
FIRSTSOUCESOLUTION LTD.
09.2013 - 07.2014
BS - Occupational Therapy
UNIVERSITYOFPERPETUALHELP - BIÑAN