Mark Joy Dela Cruz

MARKJOY DELA CRUZ GENERAL VIRTUAL ASSISTANT PROFILE SKILLS Communication Skills Customer Service Technical Support Data Entry General Admin Support Email Marketing/Management Appointment Setter Basic Graphic Design TOOLS Experienced customer service professional with nearly 9 years of expertise, including 6 years in the BPO industry and 3 years as a general virtual assistant. Proficient in customer and technical support across diverse sectors such as Retail, Travel, Telecommunications, Financial, and E-commerce. Specializing as a Recruitment Specialist and Customer Support Agent, I excel in building strong customer relationships and resolving complex issues with keen attention to detail. Seeking to leverage my skills and experience to contribute to a dynamic team, driving exceptional customer satisfaction and operational efficiency. WORK EXPERIENCE Pineapple VA (Assure Home Assist) Scheduler / Schedule Coordinator August 2024 - October 2024 Schedule caregivers' shifts, answer inbound calls, make outbound calls, assist with caregivers' needs and concerns, manage their payroll time, and manage clients' approved hours from VA and BACOA funding. Special Coaching Academy June 2024 - Present (Direct Client) Appointment Setter / Lead Generator / General VA Assist my attorney's client with marketing through LinkedIn and email outreach by creating campaigns. Currently, I help her manage her social media accounts, especially her SpaceX (formerly Twitter) account. October 2023 - April 2024 Nuts.com (Go2) Customer Support Representative Assist customers with their concerns or issues via email, chat, and phone calls by tracking their package, processing refunds, storing credits, item complaints, and placing online orders EDUCATION 2010 - 2014 DAVAO DEL NORTE STATE COLLEGE Bachelor of Science in Information Technology Go2 Careers - Remote Recruitment Specialist September 2021 - October 2023 Post job hiring on social media platforms Screen applicants for their initial assessment and conduct back-toback initial interviews to foreign and Filipino applicants Follow up with candidates via email and endorse them to the matching team Unifin Inc. - Remote (Go Bank) Account Executive March 2021 - July 2021 Answer customer's inquiries for their transaction, check possible fraudulent activities, make a payment, and any financial concerns Help customers track unusual transactions and disputes Activate debit cards and unlock/lock cards Assist customer with their debit/credit payments, process refunds, and card credits to their accounts LANGUAGES English (Fluent) Tagalog (Fluent) Spanish (Basics) TOOLS Avaya Voyager Sales Force Recruitee Breezy Canva CapCut Slack Google Workspace Microsoft Office Amazon E-commerce ChatGPT Trello Clickup Expandi Instantly Concentrix (Cricket Wireless by AT&T) December 2017 - January 2021 Customer Service / Technical Support Representative Answer customers' inquiries for their orders, process account cancelation and suspension of their line, and process refunds and credits to their accounts Help customers troubleshoot their device issues and internet service issues Track their online orders and sim card/phone activation Add a line and manage their home plan accounts January 2016 - November 2017 Teleperformance (Expedia) Customer Service Representative Answer customer's inquiries for their bookings and package reservations. Process account cancelation and change of their bookings/reservations (flight, hotel, car rentals, activities) Help customer book their flight, hotel, car rentals, activities, or their itinerary Process refunds, changes, and credits/coupons for inconvenience iQor Global Services (AMO & Haband) August 2015 - December 2015 Customer Sales Representative Assist customers with their online orders and answer their inquiries/concerns Offer cross-selling and VIP membership cards to valued customers Monde Nissin Corp. Production Crew September 2014 - February 2015 Production Liner and noodles packer Reliever if someone is not around or unable to make it his/her shift REFERENCE Sarah Jane Moreno Go2 Recruitment Supervisor Phone: - Email :- Analiza (Iska) Karunungan Freelance VA / Bookkeeper Phone: - Email : - TRAINING AND CERTIFICATES PUBLIC EMPLOYMENT SERVICE OFFICE (PESO) Pre-employment Seminar For Local Applicants (PESLA) DAVAO DEL NORTE STATE COLLEGE (DNSC) CERTIFICATION Diploma in Information Technology Data Encoder and Computer Operator Associate in Information Technology TESDA COMPETENCY CERTIFICATION PC Operations NCII Computer Hardware Servicing NCII COMMISSION ON ELECTION OFFICE (OJT) CERTIFICATION Certificate of Completion KURSO.PH CERTIFICATE OF COMPLETION (Coach Pao) Social Media Management Graphic Design with Canva WordPress and Marketing Copywriting Facebook Ads AutoPilot DOWN SOUTH TRAINERS EXECUTIVE VIRTUAL ASSISTANT (Coach Jenneth Perez) Certificate of Completion Boss Jake TV by Coach Jake Ayano (HBC Founder) Certificate of Completion for GoHighLevel Webinar