Robin Dela Cruz
334 Malibong Bata Pandi Bulacan
Summary
Accomplished Team Leader at Curo Teknika Inc., adept in teamwork, collaboration, and Microsoft OS installation. Excelled in enhancing team performance and customer satisfaction at PLDT, Inc., showcasing multitasking and fast learning abilities. Proven track record in resolving complex technical issues, significantly minimizing downtime, and improving service quality.
Overview
2025
2025
years of professional experience
Work History
Fixed Wireless Broadband FWD - Team Leader
Curo Teknika Inc.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
PLDT Home Ultera - CX Tech Support Associate II
PLDT, Inc.
10.2018 - 10.2019
- Increased support quality with thorough troubleshooting and problem-solving techniques.
- Monitored field work partners and customer interactions to assess quality of service.
- Overseeing cell site outages to promptly address and resolve issues, effectively minimizing downtime and mitigating any negative impact on network performance.
CX Technical Support Associate II
PLDT Home - Second Level Management / PLDT, Inc.
10.2019 - 09.2022
- PAD (PROVISIONING): Responsible in activation of Service Orders of Newly Installed Subscribers
- SLM (SECOND LEVEL MANAGEMENT): Responsible in handling PLDT fault cases that escalated from first-level assistance to second-level troubleshooting, which involves more complicated technical concerns.
- 171 PREMIER (CUSTOMER TECHNICAL SUPPORT): Responsible in providing direct technical support to customers with Premier Accounts (100 Mbps up). This includes processing Service Orders (SO), creating fault tickets and following up for service repairs and technical visits, analyzing billing data, and responding to customer issues.
PLDT SAM Specialist, Consumer Care
Regulatory Escalations / PLDT, Inc.
09.2022 - Current
- Handling NTC and DTI escalated concerns for PLDT; Attending online or face to face mediation when needed
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
Education
Bachelor of Science - Computer Engineering
STI College
Balagtas, Province Of Bulacan, Philippines03-2013
Skills
- Teamwork and collaboration
- Helps in resolving colleague's laptop config issues
- Customer service
- Multitasking
- Fast learner
- Microsoft OS Installation
- Tech savvy
Objectives
Highly motivated and goal-oriented professional seeking an opportunity to leverage my skills and experience to contribute to the growth and success of a dynamic organization. Passionate about collaborating with teams and solving challenges to deliver outstanding results.
Timeline
PLDT SAM Specialist, Consumer Care
Regulatory Escalations / PLDT, Inc.
09.2022 - Current
CX Technical Support Associate II
PLDT Home - Second Level Management / PLDT, Inc.
10.2019 - 09.2022
PLDT Home Ultera - CX Tech Support Associate II
PLDT, Inc.
10.2018 - 10.2019
Fixed Wireless Broadband FWD - Team Leader
Curo Teknika Inc.
Bachelor of Science - Computer Engineering
STI College
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