Marlon Bernardo Dela Cruz
Hagonoy, Bulacan 3002, -,-
PROFESSIONAL SKILLS:
Communication Skills
Empathy
Problem-Solving
Patience Customer Focus
Problem Analysis
Adaptability
Documentation Skills
Product Knowledge
Attention to Detail
Time Management
Negotiation Skills
Meta Advertising
Digital Marketing Knowledge
Analytics Skills
Targeting Expertise
Social Media Manager
PROFESSIONAL EXPERIENCE:
Customer Support II
May 2024 to Present
Partner Hero Taguig, Philippines
EzCater (Catering Service)
Assist customers with placing, modifying, and tracking catering orders.
Provide customer support and resolve issues related to orders or deliveries.
Guide clients through the EzCater platform and recommend catering options.
Manage relationships with clients to ensure satisfaction and repeat business.
Virtual Assistant (Part-time)
October 2023 to Present
Mr Meals, Sydney, NSW
Provide timely and accurate responses to customer inquiries via various channels such as email, live chat, and social
media platforms.
Assist customers with placing orders, modifying orders, and processing returns or refunds as necessary.
Handle customer complaints and resolve issues promptly and professionally, striving to exceed customer
expectations.
Develop a deep understanding of our menu offerings, special promotions, and policies to effectively assist customers
and provide accurate information.
Gather feedback from customers regarding their experiences and communicate insights to the management team to
continuously improve our services.
Maintain detailed records of customer interactions, transactions, and resolutions in our customer relationship
management (CRM) system.
Teammate
January 2024 to February 2024
TaskUs, Meycauayan, Bulacan
ONLINE FOOD DELIVERY (DOORDASH)
Respond to Customer, Merchant and Dasher inquiries via phone, email, live chat.
Provide information about the platform, restaurant partners, menu items, and delivery processes.
Assist customers with order placements, modifications, and cancellations.
Handle complaints and resolve issues related to orders, payments, delivery times, and service quality.
Coordinate with restaurant partners and delivery personnel to resolve any order-related issues.
Process refunds, credits, or compensations as per company policies.
Client Service Associate Tier 2
January 2019 to December 2023
TDCX Philippines, Pasig, Metro Manila, Philippines
PROJECT LIKE (FACEBOOK)
Help small, medium, and even big businesses by checking any issues with Pages and ad setup (delivery and
performance).
Experienced with Meta technologies including (but not limited to) Ads Manager, Events Manager Business Settings,
Business Suite, Audiences, Insights, and many more.
Check Campaign delivery and performance on different Meta Platforms like Instagram,
Facebook and WhatsApp to confirm if ads are delivering optimally- at their best and peak settings
Fixing errors with the aforementioned tools, ad creation, and editing errors, clarifying any billing
PROJECT HOME (AIRBNB)
Handle incoming reservation inquiries via phone, email, or online platforms. Assist guests in selecting suitable
accommodations/services based on their needs and preferences.
Manage booking requests, confirm availability, and process reservations accurately and efficiently.
Provide exceptional customer service, addressing guest inquiries, concerns, and complaints promptly and
professionally.
Ensure guests receive necessary support throughout their booking journey, enhancing overall satisfaction.
Technical Support Representative
May 2016 to December 2018
24/7.ai, Makati, Metro Manila, Philippines
OPTUS MOBILE
Provide technical support and guidance to users experiencing issues with mobile devices, apps, or software.
Respond promptly to customer inquiries via phone, offering step-by-step guidance and troubleshooting assistance.
Diagnose technical problems reported by users and perform troubleshooting to identify root causes.
Technical Support Representative
January 2015 to May 2016
Acquire BPO Asia, Mandaluyong, Metro Manila, Philippines
DODO INTERNET
Provide technical and network problem resolution to end-users.
Landlines, ADSL, Naked DSL, VOIP, NBN, Mobile Phones, Mobile Broadband.
Diagnose and resolve technical hardware and software issues involving internet connectivity and email clients.
Customer Support Specialist Tier 2
November 2010 to January 2015
Teleperformance Philippines, Pasig, Metro Manila, Philippines
TELSTRA
Provide technical support and guidance to users experiencing issues with landlines and DSL.
Respond promptly to customer inquiries via phone, offering step-by-step guidance and troubleshooting assistance.
Diagnose technical problems reported by users and perform troubleshooting to identify root causes.
EDUCATION:
DIVINE COLLEGES OF MALOLOS CITY - Medical X-ray Technician -)
OUR LADY OF FATIMA UNIVERSITY, City of Valenzuela - BS Nursing -)
ST. MARY’S ACADEMY, Hagonoy, Bulacan -)
HANGGA ELEMENTARY SCHOOL, Hagonoy, Bulacan -)
