Jay Lord Dela Cruz

I have been a technical support for both chat and emails in one of the leading VPN providers globally for more than 2 years and one of the best antivirus software for over 3 years. The service is known to provide the best customer service experience in the VPN industry. I have worked my way as a subject matter expert wherein I handled escalated chats and emails as a supervisor. Most of our task includes analyzing potential issues of an app, bug reports, feature requests and escalating it to the developers. After a year, I got promoted as the leader of the subject matter experts where we oversee this group and focus on process improvement. Most of our task is to join leadership meetings, design new processes for the SME Team, we are the committee in hiring new SMEs and the helping hand of the process improvement manager, project management team and the site leadership team. 

One of the major task that I have been handling is the making threat process where I perform Root Cause Analysis on the interaction. I have a good sense of decision making skills, attention to detail and critical thinking. 

I have experiences with ticketing system such as Zendesk and Remedy and I am willing to learn new and different systems.