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Aljon R. Dela Cruz

Administrative staff and customer service

Work experience

Jan 2014Present

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 2013Dec 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 2011Jun 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 2011Sep 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.

Education

Jun 2006Apr 2011

Bachelor of Science - Computer Engineering

University of Perpetual Help System DALTA – Molino

*College Diploma

*5-Year Course

Skills

Business To Business
sales account
Productivity
Schedule D
Organisation

Portfolio