Melina M. Dela Cruz

MELINA M. DELA CRUZ Km4 Balili, La trinidad, Benguet 2601 Mobile No-- Professional Summary Dedicated Customer Service Specialist with more than 5 years’ experience in the field of Business Process Outsourcing Industry. Focused in maintaining customer satisfaction. Experienced in Property Management. Reliable and resolution driven, with excellent navigation of Microsoft Excel and initiating cold calling and appointment setting skills and experienced in detecting fraudulent activities. Familiar with fiber and copper connection services. Core Competencies o o o o o o o o o o o o o o o o o o Property Management Excellent navigation of Microsoft Excel Calendar Management Data Entry and Advance Internet Research Cold Calling Customer Service Lead Generation Human Resource Management Training and Development Recruitment and Staffing Risk Assessment Time and Stress Management National Broadband Network Technology Flexible Service and Goal oriented Resolution driven Fraud and faulty analysis Troubleshooting Applications and Programs o o o o o o o o o o o Xencall Mojo CallRail RingCentral Microsoft Excel, Word 3CX VoiceEdge Remote Landlord Appfolio Buildium Propertyware Professional Experience Virtual Assistant September 2020 to February 2022 Homes LLC – Work at home - Sending email reminders to tenant about their utility bills - Creating email maintenance requests and work orders - Communicate to tenant via Chat to answer their queries and concerns about the property - Assist property managers with rental applications, handle collections Lead Generation VA/Appointment Setter/Cold Caller February 20219 to September 2020 Acts88– Work at home - Generating leads through D7 lead finder tool, checking company websites and gathering details about prospects and inputting data in Excel sheet - Calling out customers from Nevada and Arizona to check if they are interested in selling their properties. - Cold calling and cold email Customer Service Representative April 2018 to February 2019 Teleperformance – FTD and Navient Account – Baguio City, Philippines - Servicing student loans - Pre-qualifying customers for deferment and forbearance - Determining customer's eligibility for repayment plans - Troubleshooting - Processing payments - Conduct eligibility verification with customer for forgiveness options - Processing flower orders - Up-selling Customer Service Representative February 2015 to April 2018 Convergys Corporation – Citi Bank Account – Baguio City, Philippines - Detecting fraudulent activities - Verifying customer's identity - Determining account takeovers Risk assessment Answering customer's query regarding account status and card delivery Processing large purchase and travel notifications Outbound taking and analysis Customer Service Representative September 2014 to February 2015 Sitel Corporation - Macy's and Bloomingdale's Account - Baguio City, Philippines - Directing customers call to every Macy's and Bloomingdale's departments. - Operator Awards: Awarded as the Most Improved Agent by the month of October 2014. Recognized as one of the Top Agents of Macy’s Account at SITEL for the month of December until the last day of contract. Human Resources Staff April 2014 to August 2014 ACES AMC INC. - ISO Certified Company - Isabela, Philippines - Conduct Recruitment and Staffing - Facilitates Training and Development - Conducts Orientation and Interviews as well Performance Evaluation Education and Training March 2014 Northeastern College - Santiago City, Philippines Bachelor of Science in Business Administration major in Human Resource Development Management - Awarded as Top 5 among the top performing students of UPCS in their Insurance Program with a 98.44% general weighted average. - Attended seminar for the essence of Human Resource Development Management leading to Individual Success - Promoting Social Responsibility in Building Filipino Managers - Manpower Diversity Towards Progress and Success - Establishing Career in Human Resource Development Management Through Enhancement of Competence - Recruitment and Selection Process - Leadership Training - Role of the Bangko Central ng Pilipinas in the Philippine Economy - Insurance Course Program of UPCS - Stress Management