Yuan Daniel Dela Cruz
Customer Service Representative
Quezon City,Metro Manila
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Representative
Outsourced Quality Assured Services
02.2023 - 04.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Travel Advisor
Concentrix
05.2021 - 02.2023
- Enhanced client satisfaction by providing personalized travel recommendations and itineraries.
- Assisted clients in choosing suitable vacation packages by assessing their needs and preferences.
- Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
Senior Process Executive
Cognizant Technologies Solutions
, Quezon City
06.2025 - Current
• Managed inbound and outbound customer interactions via chat, phone, and email, ensuring high levels of customer satisfaction.
• Guided new customers through account sign-up and onboarding processes, delivering a smooth setup experience.
• Provided technical troubleshooting support for YouTube TV and NFL Sunday Ticket services.
• Resolved billing inquiries, processed account modifications, and managed subscription-related concerns.
• Ensured a seamless customer experience across acquisition, onboarding, retention, and support processes.
Technical Support Representative
Alorica
12.2019 - 05.2021
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Team Manager
Alorica
12.2020 - 04.2021
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Education
Vocational - Information Technology
AMA Computer Learning Center (ACLC)
Baliuag, Province Of Bulacan, Philippines 06.2017 - 04.2019
Skills
Customer service
Active listening
Adaptability and flexibility
Team collaboration
Decision-making
Timeline
Senior Process Executive
Cognizant Technologies Solutions
06.2025 - Current
Customer Service Representative
Outsourced Quality Assured Services
02.2023 - 04.2025
Travel Advisor
Concentrix
05.2021 - 02.2023
Team Manager
Alorica
12.2020 - 04.2021
Technical Support Representative
Alorica
12.2019 - 05.2021
Vocational - Information Technology
AMA Computer Learning Center (ACLC)
06.2017 - 04.2019