Jenwill Edda H. Dela Cruz

Jenwill Edda Dela Cruz CSR / Virtual Assistant My professional objective is to provide excellent service to customers while representing the company in a positive manner. I strive to deliver exceptional support and assistance to customers with their inquiries, issues, and concerns while maintaining a calm and empathetic demeanor. My goal is to exceed customer expectations and contribute to the success of the organization through excellent customer service WORK EXPERIENCE - Junior Agent - Tech Support | iQor Philippines- September 2017 – September 2018 Assisted customers with troubleshooting internet connectivity issues, delivering prompt and effective Malolos, Bulacan (Philippines) solutions. Resolution Specialist | Concentrix September 2018 - June 2021 SKILLS Provided support for shipping inquiries and refunds, and contributed to the Resolution Specialist desk Research team by handling escalated issues and supervisory Excellent Communication calls. Escalations Supervisor | Task Us Problem-Solving June 2021 - September 2023 Patience and Empathy Assisted customers in locating available technicians, Product Knowledge processing refunds, and managing escalated calls for Time Management enhanced service delivery. Admin Task CSR | Ava’s Flowers (Upwork Freelance Project) Customer Focus March 2023 - May 2023 Supported customers in placing orders, tracking floral EDUCATION arrangements, and processing redelivery or refund 2017 BS Business Administration ABE International Business College requests. CSR | Nowcom Global Services November 2023 - Feb 2025 Assisted customers with payment arrangements for auto loans, handled outbound calls, and managed insurance claims effectively.