NEIRIZ DE LA CRUZ
Customer Support Specialist
Virtual Assistant | Email Automation
Tanza, Cavite, Philippines
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PROFESSIONAL SUMMARY
Experienced Customer Service Specialist with five years of dedicated expertise in efficiently resolving
customer inquiries. Proven track record of maintaining a positive and professional demeanor while
managing high volumes of inquiries. Strong communication skills, technical proficiency, and a solid work
ethic.
Certified Virtual Assistant with comprehensive training in VA tools and AI, with a focus on email
automation. Proficient in setting up email workflows, creating segments, and analyzing email marketing
analytics for improved campaigns.
EXPERIENCE
Surge South Luzon, Remote - Email Automation
September 2023 - October 2023
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Learned to effectively use email marketing tools to automate email campaigns using Flodesk.
Developed proficiency in setting up email workflows and creating segments.
Analyzed email marketing analytics for insights and improvement.
Enhanced technical skills in email automation and project management using Trello.
Utilizing AI to generate and personalize content, specifically crafting engaging copy for email
marketing campaigns.
Completed the program within four weeks, acquiring valuable skills in email automation.
MarineTraffic from Kpler, Remote - Customer Support Agent (SaaS)
July 2022 - October 2023
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Responds to customers' requests through the ticketing system (Zendesk), live chat, and phone.
Troubleshoot and guided customers through product-related issues.
Assists customers with their purchasing decisions using Zuora.
Identify upsell opportunities using the CRM tool (Salesforce).
Efficiently managed customer complaints and escalated them to a dedicated team through Jira.
Compose articles for the Help Center.
Participates in quarterly team projects (OKRs).
Works cross-functionally with the rest of the customer-facing teams.
Diversey Philippines, Remote - Senior Customer Service Representative
February 2022 - July 2022
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Process all orders efficiently, accurately, and in line with policies and procedures using SAP.
Working closely with Sales Representative and Supply chain department.
Handles and closes customer complaints on time.
Collaborate with other functions to close complaints.
Handles all incoming telephone calls and emails dealing with Customers' needs.
Build relationships with key customers.
Conduent, MOA COmplex, Pasay City - Customer Care Associate II
October 2017 - April 2021
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Executes routine inbound and outbound call center activities concerning the business
products/services, and established guidelines under supervision, in order to meet KPIs.
Provides customers with appropriate standard information requested (Benefits and Claims)
Derives all necessary information from customers to update the database (CRM System).
CERTIFICATION COURSE
Filipino Virtual Assistant, Online Course
General Virtual Assistance
Completed October 2019
EDUCATION
STI College, Tacloban City
Diploma in Information Technology
College
Completed May 2004
Tanauan National High School, Tanauan, Leyte
High School
With Honors
Completed April 2002
AWARDS
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Agility Champion Onyx Award
Outstanding Quality Performance
Top Reliability Achiever 2019
Top Agent - 3rd Quarter 2020
Digital Champion - Onyx Award
Quality Rockstar
