Maria Lea Dawn Dela Cruz

MARIA LEA DAWN VARGAS DELA CRUZ COMMUNICATIONS & PROCESS TRAINER, E-COMMERCE VIRTUAL ASSISTANT CONTACT -- Blk 2 Lot 3 Phase F Pioneer St. Francisco Homes - Narra San Jose del Monte Bulacan, 3023 Philippines SKILLS PROFILE A Communications and Process Trainer, and E-commerce Virtual assistant with a decade of experience in customer service, technical support, new hire and cross-skill training facilitation, module creation, train-the-trainer certification, case management, and analysis. A collaborative yet restrained introvert who functions and works well with a small group of people without compromising the caliber of work to provide overall client satisfaction. Training Facilitation Customer/Client Satisfaction C2 English Level Resilient Collaborative contributor Critical Thinking and Analysis WORK EXPERIENCE Independent Contractor | Getida Amazon FBA Case Manager and Trainer 2021- FEBRUARY 2025 Manually discover thousands of Amazon FBA shipment for missing inbound units that can be filed with reimbursement requests. Manage Missing From Inbound (MFI) cases in behalf of the Amazon Adept & receptive to new sellers by reviewing the documents - invoices, packing lists, and skills proofs of delivery submitted by the Amazon seller. Methodical File claims and case creation for Missing from Inbound (MFI) and Warehouse Damaged units in behalf of the Amazon sellers. Inquisitive Respond to all Missing from Inbound (MFI) correspondences, Tech Savvy reopened emails, and even pending emails. LANGUAGES English (Fluent) Filipino (Fluent) RE EF FE ER RE EN NC CE ES: R Charles Santos CharlesKevin Kevin Santos Trainer and Quality Analyst Trainer and Quality Analyst Phone: - Phone: - Email:-Email :-Jennie May Cruz TeamMay Manager Jennie Cruz- ADP Phone: - Team Manager Email:-Phone: - Email :- Request for new documents if the previously submitted were rejected by Amazon or invalid Upskill Training facilitation for all Case Managers mainly focusing on document requirement mastery, case analysis, and email response template creation. Lead Process and Communications Trainer | Concentrix 2013 - MAY 2021 Amazon Seller Support - NA and EU Regions Facilitate new hire, up-skill, and cross-skill training Conduct Training Needs Analysis Module creation and project curricula review Conduct project trainer and mentor certification - Certified Master Trainer (CMT - Amazon SPS), Certified Specialty Trainer (CST Amazon SPS), and Certified Specialty Mentor (CSM – Amazon SPS) MARIA LEA DAWN V. DELA CRUZ INDEPENDENT CONTRACTOR, TRAINER Subject Matter Expert for Amazon Seller Support | Concentrix Amazon Seller Support - NA Region 2012 - 2013 Process and product advisor Provide assistance to associates with escalations and complex customer issues Conduct huddles and one-to-one coaching with associates Trainer & Quality Analyst Apprentice for Amazon Retail | Concentrix Amazon Generalist, Kindle and MP3 2011 - 2012 Co-facilitate with Lead Trainers in New Hire Training Facilitate cross-skill training Audit associate phone calls and conducts one-to-one coaching Customer Service Representative for Amazon Retail | Concentrix Amazon Generalist, Kindle and MP3 2010 - 2011 Provide the best customer service experience for Amazon.com buyers Assist customers on retail and digital (mp3 and Kindle) order inquiries Technical Customer Care Representative | Convergys Bellsouth, AT&T Uverse 2005 - 2010 Troubleshooting basic DSL Internet connectivity problems Troubleshooting Basic and Advanced Home Networking issues Troubleshooting Basic web-based email issues and email client configurations Troubleshooting IPTV, High-Speed Internet Access and CVOIP EDUCATION Bachelor of Science in Electrical Engineering 1998 - 2004 MAPUA Institute of Technology Secondary Education Primary Education Sacred Heart Academy of Novaliches 1994 - -1994 MARIA LEA DAWN V. DELA CRUZ INDEPENDENT CONTRACTOR CERTIFICATIONS Certified Master Trainer (CMT - Amazon SPS) Certified Specialty Trainer (CST - Amazon SPS) Certified Specialty Mentor (CSM – Amazon SPS) Certified Communications and Culture trainer (Amazon SPS) Shopify and Dropshipping (training underway) PRODUCT – SPECIFIC SKILLS & PROPENSITIES Adept in English, both in written and verbal communication Well-versed in basic computer processes – MS PowerPoint, Excel, Word, OneNote, G-suite, Slack, Zoom, and Discord Experienced in module creation for new hires, cross-skills, and supplementary training Methodical and focused approach in process improvements Training module, mailer, infographics, logo, photo-collage creation using Canva and PowerPoint Trained and supported Amazon.com Retail and Amazon Selling Partner Support Trained for Selling on Amazon (Marketplace- account registration, managing inventory and listings, orders, returns and refunds. disbursements, performance and account health Trained for Amazon inventory templates, full and partial updates, and batch file error troubleshooting Trained for Amazon catalog specifically for detail page creation rules and optimization, and identifying violation or incorrect information on a detail page Trained for Fulfillment By Amazon – shipment creation for Small Parcel delivery (SPD) and Less Than Truckload (LTL), fixing FBA inventory (stranded), Missing From Inbound (MFI/ILAC) Trained to handle different kinds of Customer Service channels via phone, email and chat.