Josh Dela Cruz

JOSH DELA CRUZ REMOTE SERVICE SPECIALIST CONTACT - live:.cid.64b4af0e36e1fa7c-San Fernando City, Pampanga. Philippines EXPERTISE Property Maintenance Coordination Vendor Scheduling & Dispatch Technical Support Customer Support CRM & Ticketing Systems Appointment Setting Inbox & Workflow Management Social Media Management Sales Calendar Management Copywriting Basic Picture Editing Basic Graphic Design Cold Calling Data Entry & Reporting Travel Arrangement Research TOOLS& SYSTEMS Property Management Systems: AppFolio • Yardi • Buildium • RentManager CRM & Communication Tools: Salesforce • HubSpot • Slack • Hubstaff • GSuite • MS Office Project & Admin Tools ClickUp • Asana • Trello • Notion • Calendly Content & Web Platforms: WordPress • Facebook • Instagram • Twitter • TikTok • YouTube Creative Tools: Canva • Adobe Photoshop EDUCATION Mechanical Engineering (Bachelor’s) Saint Louis University WORK EXPERIENCE Operations Associate Latchel Inc. July 2023 - June 2025 Provided end-to-end support for tenants and property managers, coordinating repairs and maintenance through phone, chat, and email. Provided post-service follow-ups to ensure tenant satisfaction, resolve outstanding issues, and gather feedback for service improvement. Partnered with operations and vendor teams to resolve property-related issues quickly and maintain service quality. Maintained accurate records in property management CRMs (ClickUp, AppFolio, Buildium) and managed tasks, track work orders and document status updates across multiple properties. Guest Relations Case Manager IHG Hotels & Resorts July 2021 - April 2023 Handled escalated customer concerns across hotel brands, providing timely resolutions with a strong focus on guest satisfaction and brand reputation. Followed up with guests to ensure full resolution and turned negative experiences into positive outcomes. Collaborated with hotel managers and internal teams to streamline service recovery and identify recurring pain points. Documented each case in CRM systems, contributing to service quality audits and training insights. Guest Experience Coordinator StayK Rentals October 2020 - July 2021 Managed guest communication across 20+ short-term rental properties across the U.S., ensuring smooth check-ins, personalized responses, and quick resolution of concerns Handled reservation confirmations, booking adjustments, early check-ins, and post-stay follow-ups via Airbnb and integrated messaging platforms Logistics & Operations Coordinator ProbeGroup Philippines (ProbeCX) April 2020 - October 2021 Scheduled service appointments and coordinated dispatch operations for technician routes across U.S. regions using Google Maps and routing tools. Responded to customer inquiries across phone, chat, and email, ensuring clear communication and timely updates on services. Collaborated with warehouse and logistics teams to ensure smooth order delivery, technician assignment, and service flow. Logged detailed updates in CRM tools to support seamless handoffs between support, operations, and logistics departments. Customer Service Representative CONCENTRIX PHILIPPINES September 2019 - April 2020 Assisted customers with billing inquiries, technical support, and product information via inbound calls and chat. Scheduled technician visits, followed up on unresolved cases, and escalated issues as needed. Maintained high-quality service standards while handling time-sensitive concerns across different customer profiles.