WILLIET DELA CRUZ
Virtual Assistant - Admin General Support
Las Piñas City
Summary
Dynamic Virtual Administrative Assistant and Property Administrator with a proven track record of enhancing operational efficiency and delivering effective solutions to complex challenges. Expertise in cultivating enduring relationships with key decision-makers, clients, and team members to drive organizational success. Committed to leveraging extensive training and hands-on experience to embrace new professional opportunities and contribute to team objectives. Passionate about fostering a collaborative environment that supports growth and innovation.
Overview
13
13
years of professional experience
Work History
Custer Experience Specialisty
PELA Case Inc
01.2022 - 01.2026
- Exceeded customer expectations with high-quality cuts and timely delivery of finished products.
- Worked closely with inventory management team to maintain optimal stock levels of materials required for daily operations.
- Developed strong relationships with clients, leading to increased trust and repeat business.
- Identified and reported on utilization patterns to enhance quality of service delivery.
- Worked with internal matrix partners to triage issues and submit work requests.
Customer Solutions Specialist
PAYPAL PHILIPPINES INC.
08.2020 - 07.2023
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Escalated customer issues to management for appropriate action to be taken.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Collections Performance Specialist
SYNCHRONY GLOBAL SERVICES PHILIPPINES
12.2019 - 08.2020
- Collaborated with multidisciplinary teams to develop comprehensive performance plans for athletes.
- Promoted injury prevention strategies by educating clients on proper technique and body mechanics during workouts.
- Utilized video analysis tools to provide detailed insights on biomechanics and movement patterns for improved performance efficiency.
- Contributed to program development initiatives, incorporating innovative methodologies to enhance performance outcomes.
- Implemented data-driven approaches to monitor progress and adjust training plans accordingly.
- Coordinated logistics for offsite training camps or competitions, ensuring seamless experiences for athletes and staff members alike.
VOC Coach
SYNCHRONY GLOBAL SERVICES PHILIPPINES
07.2019 - 12.2019
- Served as an advocate for the voice of the customer within the organization, driving continuous improvement initiatives in response to feedback received.
- Acted as the voice of the customer within the organization, advocating for their needs and expectations to be met across all levels.
- Championed the voice of the customer internally, working closely with other departments to address concerns and find opportunities for improvement.
- Launched comprehensive Voice of the Customer programs to gain insights into evolving expectations and drive continuous improvement efforts accordingly.
- Represented the voice of the customer internally by sharing feedback from escalated cases with relevant stakeholders for process improvements.
Collections Account Management Specialist
SYNCHRONY GLOBAL SERVICES PHILIPPINES
11.2018 - 12.2019
- Provided expert guidance on company products and services, positioning clients for optimal results.
- Collaborated closely with senior leadership to establish account priorities aligning with overall business objectives.
- Identified potential risks within the portfolio of managed accounts, developing mitigation strategies to ensure continued success.
- Organized client events and presentations to showcase product offerings, enhancing brand awareness and fostering loyalty among customers.
- Supported new Account Management Specialists as they acclimated to their roles, serving as a mentor and resource for best practices in the field.
- Tracked statistical information for department and compiled data into reports submitted to management according to rigorous timetables.
Collections New Employee Onboarding Coordinator
SYNCHRONY GLOBAL SERVICES PHILIPPINES
09.2018 - 11.2018
- Evaluated the effectiveness of onboarding programs by tracking employee performance, engagement, and satisfaction levels.
- Conducted regular meetings with department heads to discuss progress of newly onboarded employees and identify areas for improvement.
- Collaborated with HR managers to gather feedback and continuously improve the onboarding process.
- Implemented mentorship programs to provide ongoing support for new employees during their first months at the company.
- Streamlined onboarding processes by creating and implementing comprehensive checklists for new hires.
Collections Representative
SYNCHRONY GLOBAL SERVICES PHILIPPINES
06.2017 - 09.2018
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained accurate records of all collection activities, ensuring compliance with company policies and industry regulations.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Processed payments and applied to customer balances.
Technical Support Representative
CAPITAL ONE PHIL. SUPPORT SERVICES CORP.
05.2014 - 12.2016
Customer Sales Representative
STREAM GLOBAL SERVICES (now Convergys)
11.2012 - 02.2014
- Assisted call-in customers with questions and orders.
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Improved sales revenue with effective communication of product features, benefits, and promotions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer accounts and relationships.
Education
Bachelor of Science - Nursing
University of Perpetual Help System-DALTA
Las Piñas City01.2012
Skills
- Provides quality training, coaching, mentoring or information relay
- Client advocacy
- CRM software
- Request management
- Trend monitoring
- Good oral and written communication skills and interpersonal skills
- Has training in collections, online support, customer care and sales
- High-energy, positive team player, flexible and dependable
- Driven to ensure quality customer service
- Analytical, hardworking and can work under pressure with minimal supervision
Timeline
Custer Experience Specialisty
PELA Case Inc
01.2022 - 01.2026
Customer Solutions Specialist
PAYPAL PHILIPPINES INC.
08.2020 - 07.2023
Collections Performance Specialist
SYNCHRONY GLOBAL SERVICES PHILIPPINES
12.2019 - 08.2020
VOC Coach
SYNCHRONY GLOBAL SERVICES PHILIPPINES
07.2019 - 12.2019
Collections Account Management Specialist
SYNCHRONY GLOBAL SERVICES PHILIPPINES
11.2018 - 12.2019
Collections New Employee Onboarding Coordinator
SYNCHRONY GLOBAL SERVICES PHILIPPINES
09.2018 - 11.2018
Collections Representative
SYNCHRONY GLOBAL SERVICES PHILIPPINES
06.2017 - 09.2018
Technical Support Representative
CAPITAL ONE PHIL. SUPPORT SERVICES CORP.
05.2014 - 12.2016
Customer Sales Representative
STREAM GLOBAL SERVICES (now Convergys)
11.2012 - 02.2014
Bachelor of Science - Nursing
University of Perpetual Help System-DALTA