Aljon R. Dela Cruz

Aljon R. Dela Cruz

Administrative staff and customer service

Work History

Work History
Jan 2014 - Present

Administrative Staff and Customer Service

MicroSourcing Philippines Incorporated

 Answers inquiries of clients on a business-to-business working environment pertaining to all Orders, Invoices, Products

availability, Proof of Deliveries and providing Estimated Time of Arrival (ETA) for all back ordered items.

 Uses Sugar CRM (Customer Relationship Management) system to manage cases, queries and quotations provided to clients.

 Uses the Microsoft Dynamic Great Plains system as the Primary tool for all Accounts Payable and Receivable functions

 Uses the Microsoft Access for database management in providing Statement of Account and Invoices to clients;

 Trained to search suitable additional services by recognizing opportunities to up-sell accounts and services.

 Providing after-sales services by giving our clients a call back to ensure that best quality of service has been provided.

 Communicating with partnered warehouses, transport management services and couriers to ensure timely delivery of items.

 Orders Processing, Invoicing of Orders and sending the Order Reports as required daily.

 Applying customer payments and marking off payments to reconcile Accounts Receivable vs. Accounts Payable.

 Sending Statement of Account to all clients once a month, and as needed to help them keeping their records up to date.

 Monthly to quarterly meeting and reporting directly to the CEO of the company – providing feedback and sales report.

Oct 2013 - Dec 2013

Customer Service Specialist

MicroSourcing Philippines Incorporated

 Communicating with clients who are shortlisted and eligible to file a claim for Social Security benefits.

 Remind clients and give appropriate call back to ensure that scheduled appointment will not be missed.

 Responsible for putting the information of the eligible client to the Social Security Administration’s Computer System

 Personal information and references

 Educational background

 Work experiences of the client for the last 15 years

 Medical history of the client which is vital for the success rate of approval in filing a Social Security claim.

 Generation and sending of reports to client EOD for the productivity and updates for the Social Security claim rates.

Nov 2011 - Jun 2013

Subject Matter Expert and Sales Ambassador

C3 (Customer Contact Channel)

 Act as the Point Of Contact for Subject Matter Expert Team and Sales Ambassador.

 Spearheaded different LOBs such as Chat Support Escalations Team, Email Escalations Team and Supervisory phone calls.

 Daily monitoring of agent’s KPIs such as Team AHT, Total Login Hours, running CSAT and adjustments provided by agent.

 Provides feedbacks to agents by giving necessary coaching points associated with a coaching log.

 Strategizing effective plans and conducting Sales Training to meet client mandated sales conversion for the month.

 Authorized approver of Credits and Adjustments for T-Mobile Wireless customers.

 Provides End of Day Reports (Feedbacks and KPI) to assigned Team Managers and Operations Manager.

Apr 2011 - Sep 2011

Hotel Reservation Specialist

Teleperformance Telephilippines Inc.

 Served as a Level 3 – Hotel Reservation Specialist for a sales account.

 Assigned to receive phone calls coming from target market clients in the North and South America, as well as those who lived

within the Canadian border.

 Trained to make all calls transitioned into sales for business revenue and for company stabilization, timely and efficiently.


Jun 2006 - Apr 2011

Bachelor of Science - Computer Engineering

University of Perpetual Help System DALTA – Molino

*College Diploma

*5-Year Course



Business To Business

sales account


Schedule D