Maria Lea Dawn Dela Cruz

I am a Communications and Process Trainer and independent contractor with more than a decade of experience in training facilitation, module creation, trainer certification, case management, and case analysis. I am also a business process outsourcing (BPO) veteran with vast experience in technical support and customer service, and have handled all types of communication channels, such as email, phone, and chat.

Throughout my two-decade employment, I have dealt with different types of lines of business, mainly focusing on providing the best customer service and client satisfaction. From being a tech support and a customer service associate, I worked my way up to enhance and impart my skills and became a trainer and quality apprentice, a subject matter expert, and a lead process and communications trainer for one of the biggest online and e-commerce companies in the world. I was trained and certified directly by our clients, so I get to always be a part of a team pioneering a newly launched line of business, and afterwards, I independently trained new hires, seasoned associates, and even members of the higher-ups. I was able to see most of my former trainees become members of the support and leadership team, and become "rock stars", so to speak, and that's what made my job worthwhile.

Forward to the new normal, I decided to transition to become a virtual assistant. I was referred to Getida and successfully became one of their FBA Reimbursment Managers and Case specialists, who performed consistently, delivered above the desired outputs, and were eventually tasked to facilitate upskill training for the new team members. I solely created our department's process and learning guide from scratch, and it was used as a paragon for other teams' learning guides.

Even though I am a socially restrained introvert, who functions and works well alone or even with a small group of people, my broad experience is an edge and will add value to my future endeavors and similar projects without compromising the concept of being a team player to provide overall client satisfaction.