2020
Bachelor of science in Tourism Management
Bulacan State University
Unleashing Excellence: Your Virtual Assistant for Success!
Hello, I'm Angelica Dela Cruz, and my expertise lies in the realm of customer service. My professional journey began as a technical support representative, where I honed my skills for a year. Subsequently, I earned a promotion as a quality analyst, further refining my abilities over another year. My track record speaks volumes about my strong problem-solving, analytical skills, keen attention to detail, and exceptional organizational capabilities. These qualities consistently delivered outstanding results in my previous role, and now, I'm in the exciting process of transitioning to freelancing.
Thriving in fast-paced environments, I'm known for being an adept and speedy learner, always staying ahead of my field. I excel with minimal supervision, finding joy in resourceful problem-solving. I can guarantee that I am familiar and equipped with tools, platforms, and applications for efficient work, my dedication to delivering top-notch service is unwavering.
I'm enthusiastic about infusing creativity into my role as a Virtual Assistant, leveraging my diverse skills and experiences to provide exceptional support and innovative solutions while continuously evolving in my career.
Let's embark on a fantastic journey together and transform your project into a huge success. Reach out to me, and together, we'll make it happen!
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Social media expertise:
Content creation and curation
Community management
Analytics and reporting
Social media advertising
SEO and keyword research
Trend awareness
Project management and organization
Data visualization
Problem-solving and analytical skills
Communication skills
Time management and multitasking
Remote support tools and software
Documentation and record-keeping
Adaptability and willingness to learn
Teamwork and collaboration
Certificates
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My Experience and Education
2020
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2022
VXI Globals
(Technical Support Representative)
• Customer Support: Provide comprehensive assistance to customers by answering calls and addressing their issues related to phone, TV, and internet services.
• Issue Resolution: Effectively resolve technical problems and service-related issues, including troubleshooting connectivity, software, and hardware problems.
• Billing Discrepancies: Address billing discrepancies, investigate charges, and ensure accurate billing for customers.
• Email Support: Handle email-related concerns, assisting customers with email setup, configuration, and troubleshooting.
• Analytical Skills: Utilize adept analytical skills to diagnose technical problems and identify root causes for effective solutions.
• Problem-solving: Apply problem-solving skills to resolve customer issues efficiently, offering solutions and guidance.
• Optimization Guidance: Assist customers in optimizing their service experience, offering suggestions and recommendations for better utilization of services.
• Customer Satisfaction: Strive to meet customers' needs to the fullest extent possible, ensuring high levels of customer satisfaction through efficient problem resolution and helpful guidance.
2022
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2023
VXI Globals
(Quality Analyst)
• Daily Call Monitoring: Regularly listen to agents' calls to evaluate their performance, focusing on successful practices and areas needing improvement.
• Feedback Delivery: Provide constructive feedback to agents based on call evaluations to enhance overall call quality and agent performance.
• Client Request Handling: Address urgent client requests promptly, ensuring client satisfaction and resolving any issues effectively.
• Administrative Reporting: Generate and distribute administrative reports regularly, contributing to data-driven decision-making within the organization.
• Calibration Meetings: Play a pivotal role in organizing and participating in calibration meetings. This involves aligning with operations teams, training personnel, and the client to establish call quality standards and strategies for improvement.
All the tasks mentioned collectively contribute to maintaining and improving the quality of customer service provided by the agents and ensuring client satisfaction.
2021
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2022
A&J's Closet
(Social Media Manager_Content Creation)
• Customer Inquiry Handling:
Responding to customer inquiries and addressing their concerns promptly and effectively in the clothing business, ensuring high-quality customer service.
• Personalized Customer Assistance:
Providing personalized assistance to each customer, tailoring recommendations and guidance based on their preferences and needs.
• Social Media Management:
Maintaining an active presence on Facebook by creating and posting daily content that engages with followers and promotes clothing products.
• Organic Promotion:
Promoting products organically by consistently sharing Facebook posts in various buy and sell groups to expand the business's reach and generate more leads.
Despite my limited experience in social media management, I achieved positive outcomes. Our Facebook group rapidly gained followers, extending its reach not only within our local area but also to a broader audience. Additionally, I took the initiative to enroll in a program to enhance my skills and knowledge in this domain. This demonstrates my commitment to staying updated on the latest and most effective practices in managing Facebook effectively.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.