Sheena Dela Cruz
Cainta, Province of Rizal
Summary
A dedicated and determined individual driven to work hard and take on challenging career opportunities. Committed to honesty, loyalty, and building strong relationships, striving to deliver the best performance in every task. Goal is to leverage experience, knowledge, skills, and abilities to bring value to an organization.
Overview
15
15
years of professional experience
Work History
Services Support Rep 2
• Unisys Philippines LTD.
Mandaluyong City, Metro Manila, Philippines
03.2023 - Current
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Answering inquiries: Respond to calls, emails, chats, or tickets from users who need help with IT issues.
- Collaborating with others: Work with other specialists, vendors, and technicians to resolve incidents
- Diagnosing and troubleshooting: Use knowledge of IT systems and services to identify and fix problems.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
Advisor I, Customer Service
• Concentrix Daksh Services Philippines (Cubao)
Cubao, Metro Manila, Philippines
03.2022 - 03.2023
- Address and resolve customer complaints or concerns in a professional and timely manner.
- Provide prompt and efficient responses to clients questions via phone, email and chat.
- Maintain a high level of company product knowledge to effectively answer client queries.
Assistant Manager
Emirates Fast Food LLC
United Arab Emirates
07.2018 - 06.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Assistant Store Manager/OIC
3030 DPP Express Inc.
09.2016 - 07.2017
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Handling administration and paperworks
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Ensuring compliance with licensing, hygiene, health and safety legislation/guidelines
- Ordering supplies, overseeing stock levels.
- Preparing and presenting staffing/sales reports, keeping statistical and financial records.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
2nd Assistant Manager - HR Manager
McHanjo Corporation
11.2015 - 07.2016
- Assisted upper management in achieving sales targets through consistent monitoring of sales performance metrics.
- Responsible in the payroll, periodic reviews on employees and provide some disciplinary action
- Update time sheets, demonstrate protocol, and properly track supply order
- Responsible in recruiting interviewing quality people to staff location
- Collaborated with team members on loss prevention efforts, minimizing shrinkage and theft occurrences.
- Supported store manager in training new employees, fostering a positive work environment for team development.
- Implemented safety protocols within the workplace, resulting in fewer accidents and increased employee awareness.
- Provided exceptional customer service through active listening, understanding individual needs, and offering appropriate solutions or recommendations in line with company policies.
- Improved employee productivity by providing ongoing feedback and performance evaluations, identifying areas for growth and improvement.
- Ensured compliance with company policies and regulations at all times while adhering to local, state, and federal guidelines.
- Spearheaded store events and promotions, attracting new customers while retaining existing clientele.
- Assisted with inventory management, maintaining accurate records and ensuring timely replenishment of stock levels.
- Enhanced communication between staff members by organizing regular team meetings to discuss updates and address concerns.
- Assisted in conducting performance reviews for staff members, identifying strengths and areas of improvement to support professional growth.
2nd Assistant Manager
Golden Arches Development Corporation
09.2010 - 10.2015
- Company Overview: assigned at McDonalds Amang Rodriguez Pasig and McDonalds Shell Emerald Ortigas
- Delegate responsibilities to staff to ensure objectives are met and excellence service is consistently achieved
- Effectively manage the restaurant in the absence of restaurant manager
- Manage operations with passion, integrity, and knowledge while promoting the culture and values of McDonalds
- Consistently reviews operations and staff to identify problem, concerns and opportunities for improvement
- Consistently monitor products and labor cost to remain within goals
- Assigned at McDonalds Amang Rodriguez Pasig and McDonalds Shell Emerald Ortigas
2nd Purchasing Clerk (Procurement & Supply Management Department)
Banco De Oro Unibank, Inc.
04.2010 - 08.2010
- Assists with placing orders and inventory control
- Works with vendors/suppliers to follow up on delivery dates and back orders.
- Organized purchasing files both physically and electronically for easy access during audits or reviews by management staff members.
- Tracked delivery status of outstanding purchase orders, providing updates to relevant departments as needed.
- Assisted in the implementation of new procurement software, leading to improved data management and reporting capabilities.
- Verified accuracy of bills of lading, contracts and purchase requests.
Education
High School -
Francisco P. Felix Memorial National High School
Cainta, Rizal04.2002
Elementary School -
Cainta Elementary School
Cainta, Rizal04.1998
Skills
- Problem-solving
- Customer service
- Customer experience
- Customer service and engagement
Trainingsandclassesattended
- Advance Shift Leadership Course, United Arab Emirates 01/19/2020 - 01/22/2020 (Deans list and Archie)
- SMX - Shift Management Excellence Course, United Arab Emirates 02/10/2019 - 02/13/2019 (Deans list)
- Crew Seminar, United Arab Emirates 10/22/2018
- Pollution Control Class with Laguna Lake Development Authority, 06/19/13 - 06/21/13
- Effective Management Practices, 05/07/12 - 05/11/12
- Basic Customer Care, 01/24/12
- Advance Shift Management, 04/12/11 - 04/15/11
- Basic Shift Management Class, 02/01/11 - 02/04/11
- Food Safety Class, 01/31/11
- First Aid Class, 10/06/10 - 10/07/10
Personal Information
- Age: 39
- Place of Birth: Metro Manila
- Height: 5'2"
- Weight: 165 lbs
- Citizenship: Filipino
- Date of Birth: 10/11/85
- Marital Status: Married
- Religion: Roman Catholic
Timeline
Services Support Rep 2
• Unisys Philippines LTD.
03.2023 - Current
Advisor I, Customer Service
• Concentrix Daksh Services Philippines (Cubao)
03.2022 - 03.2023
Assistant Manager
Emirates Fast Food LLC
07.2018 - 06.2020
Assistant Store Manager/OIC
3030 DPP Express Inc.
09.2016 - 07.2017
2nd Assistant Manager - HR Manager
McHanjo Corporation
11.2015 - 07.2016
2nd Assistant Manager
Golden Arches Development Corporation
09.2010 - 10.2015
2nd Purchasing Clerk (Procurement & Supply Management Department)
Banco De Oro Unibank, Inc.
04.2010 - 08.2010
Elementary School -
Cainta Elementary School
High School -
Francisco P. Felix Memorial National High School