MARY JOY DE LA CRUZ
Tacloban City
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
DDC Data Processing OPC
11.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- We assist customers calling with regards to tracking their shipments. We forward requests and instructions to make sure of smooth delivery of the shipment. We also ensure that customers are well informed with regards to the status and needed information upon delivery.
- Provided exceptional customer service by promptly addressing inquiries related to order status or shipping delays.
- Tracked orders and notified customers of status or potential delays.
Travel Agent
EXL Service Philippines
07.2018 - 01.2021
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- We assist clients and company employees with their travel needs, like booking flights, hotels, car rentals, limousines, and Amtrak. We make sure that employees are meeting the company policy with their business travels.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
Customer Service Representative
Teleperformance Philippines
11.2016 - 05.2018
- Book reservations for travel, hotels, and rental cars. We arrange travel for business and vacation clients. Determine clients' needs and preferences, such as schedules and costs. Find fare and schedule information and calculate total travel Cost.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Arts - Communication
Leyte Normal University
Tacloban City, Leyte01.2008
Skills
- Skilled in Digital Tools
- Efficient Learning Ability
- Effective Multi-Tasking
- Independently Motivated
- Self-Sufficient
- Flexible Training
- Active listening
Educational Attainment - Tertiary
Leyte Normal University, Tacloban City, Leyte, Bachelor of Arts in Communication, 01/01/04, 01/01/08
Timeline
Customer Service Representative
DDC Data Processing OPC
11.2022 - Current
Travel Agent
EXL Service Philippines
07.2018 - 01.2021
Customer Service Representative
Teleperformance Philippines
11.2016 - 05.2018
Bachelor of Arts - Communication
Leyte Normal University
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