Mark Dela Cruz - Operations Team Leader, Boom Inc.

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Network Power<100 people

Roles

👍83%

Sales & BizDev

💸66%

Marketing

✔️66%

Geos

🇵🇭83%

Philippines

🇮🇳16%

India

Work Background

NotionologyGeneral Virtual Assistant

Nov. 2022 - Jun. 2023Minneapolis, Minnesota, United States• Notion Organization: Assist in setting up and organizing Notion workspaces, databases, and pages based on the specific needs and preferences of the client or team. • Task and Project Management: Create and manage task lists, to-do lists, and project boards within Notion, ensuring tasks are properly assigned, tracked, and updated. • Documentation and Note-taking: Help in creating and maintaining documentation, meeting notes, and other important information within Notion, ensuring easy access and searchability. • Research and Data Entry: Conduct research on various topics and compile information into Notion databases or pages. Perform data entry tasks, such as inputting contacts, leads, or other relevant data into designated Notion databases. • Calendar and Scheduling: Assist in managing calendars, scheduling appointments, and setting reminders within Notion, ensuring efficient time management and coordination. • Communication and Collaboration: Facilitate communication and collaboration by utilizing Notion's features such as comments, mentions, and sharing capabilities, ensuring smooth information exchange within teams or with clients. • Content Creation: Support content creation efforts by organizing ideas, drafting outlines, and collaborating on content within Notion, streamlining the content creation process. • Workflow Automation: Explore and implement automation techniques within Notion using integrations and tools like Zapier or Notion's native automation features, improving efficiency and productivity. • Training and Support: Provide training and support to team members or clients on how to effectively use Notion, offering guidance, troubleshooting, and addressing any questions or concerns. • Ongoing Maintenance: Regularly review and update Notion workspaces, databases, and pages to ensure accuracy, relevance, and efficiency

BoomOperation Team Leader - Data Furnishing

Jan. 2022Delaware, United States · Remote• Managing credit data: Manage large volumes of credit data and ensure that it is stored securely and accurately. • Maintaining data integrity: Must ensure that the data provided to credit reporting agencies is accurate, complete, and up-to-date. Must also monitor internal data systems to identify and correct errors or discrepancies in consumer credit data. • Responding to consumer disputes: Must respond to consumer disputes regarding the accuracy of credit data. This may involve conducting an investigation to verify the information's accuracy and making necessary corrections. • Managing data submissions: Must oversee the submission of data to credit reporting agencies regularly. This includes ensuring that the data is submitted in the correct format and that it is received and processed by the credit reporting agency in a timely manner.

BoomCustomer Service Support Specialist

Mar. 2021 - Jan. 2022Delaware, United States · Remote• Providing customer service via chat (on Slack/Drift) and email. • Performing data entry and file creation for one of our products. • Conducting recruiting outreach, which includes tasks such as identifying candidates through LinkedIn, data entry, and outreach. • Scheduling meetings. • Making phone calls to landlords for renter verification. • Assisting with other one-off special projects.

QBE InsuranceClaims Support Officer

Apr. 2019 - Jun. 2021Samar Loop, Cebu City, 6000 CebuAssist with the initial intake of insurance claims, ensuring accurate and complete documentation. • Review claim forms and supporting documents for completeness and adherence to company policies. • Enter claim information into the claims management system accurately and efficiently. • Maintain claim files and records, ensuring proper organization and confidentiality. • Liaise with customers, insurance agents, and other relevant parties to gather additional information or documentation as required. • Respond to customer inquiries and provide updates on claim status in a professional and timely manner. • Prepare correspondence, reports, and other documents related to claims processing. • Assist in the coordination of claim payments, including verifying payment details and ensuring accuracy. • Contribute to continuous process improvement efforts by identifying opportunities to streamline procedures and enhance efficiency.

EXLSpecial Handling Officer

Oct. 2018 - Mar. 2019Cardinal Rosales Ave, Cebu City, 6000 Cebu• Prioritizes all mail special handling requests/ changes are granted. • Double checks the pension cheque recipient and address. • Coordinate with PRU onshore partners in confirming addresses that are not listed on the address book/master recipient list. • Re-sends cheque payments that were returned to sender. • Arrange EFT payment setup if retired participant prefers to receive the monthly pension funds directly from their bank account.

EXLCustomer Service Associate - Defined Benefit

Apr. 2018 - Oct. 2018Cardinal Rosales Ave, Cebu City, 6000 Cebu• Takes inbound calls for defined benefit accounts, pension payments, premiums and death notitifcation lodgement. • Assists retired participants in processing their monthly pension. • Benefit payout calculations. • Explains and let retired participants know the kind of policy that they have. (Single life annuity, QJSA or lump-sum). • Takes inbound calls for death reporting. We lodge the death notification of a participant and provide details on how the beneficiary/spouse can receive remaining value of the policy or claimable. • Account login and web support.

EXLCustomer Service Associate - General Inquiry/Loans

Oct. 2017 - Apr. 2018Cardinal Rosales Ave, Cebu City, 6000 Cebu• Takes inbound calls for account general inquiry and loan transactions. • Assists participants inquiring about the different defined contribution plans (401 K, 403 B, 401 A, SEP, ESOP etc.) • ERISA and IRA trained. • Provides admin support to employers and employees in terms of account contributions, investments funds and stock market that they save for their retirement. • Managing account (contributions, loan disbursements, vesting schedules and process loan payments). • Provides information about their defined contribution policy, restrictions and terms and conditions. • Give out details where participants can speak or set an appointment with a financial analyst/adviser.

SupportSave Solutions, Inc.Escalations Officer

Aug. 2015 - Sep. 2017132 Don Mariano Cui St, Cebu City, 6000 Cebu• Supervise and lead a team of customer service representatives, providing guidance, support, and coaching to ensure excellent customer service delivery. • Handle escalated customer complaints or inquiries, demonstrating empathy, professionalism, and a commitment to resolving issues to the customer's satisfaction. • Investigate and analyze complex customer cases, collaborating with internal teams to identify root causes and develop effective solutions. • Provide timely and accurate responses to customer escalations, ensuring adherence to company policies, procedures, and service level agreements. • Act as a point of contact for customer complaints or issues that require higher-level intervention, resolving problems efficiently and effectively. • Monitor customer service interactions to ensure compliance with quality standards, proper handling of escalations, and adherence to company guidelines. • Collaborate with other departments, such as operations, training, and quality assurance, to address recurring issues and implement process improvements. • Compile and analyze data on escalated cases, customer feedback, and trends, providing insights and recommendations to management for continuous improvement. • Conduct performance evaluations for team members, set performance goals, and provide ongoing feedback to drive individual and team development. • Stay updated on industry best practices, customer service trends, and emerging technologies to enhance the escalation management process.

SupportSave Solutions, Inc.Quality Assurance Specialist

Apr. 2014 - Aug. 2015132 Don Mariano Cui St, Cebu City, 6000 Cebu• Conduct quality evaluations of chat and voice interactions to assess customer service representatives' performance and adherence to established guidelines. • Provide constructive feedback and coaching to customer service representatives based on evaluation results to enhance their skills and improve customer interactions. • Develop and maintain quality monitoring procedures, guidelines, and evaluation forms to ensure consistency and alignment with customer service objectives. • Identify trends and patterns in customer interactions to identify areas for improvement and provide recommendations for training or process enhancements. • Collaborate with the training team to develop and deliver training programs and materials to address identified skill gaps or areas of improvement. • Regularly communicate evaluation results and performance trends to management, highlighting areas of excellence and opportunities for improvement. • Conduct regular calibration sessions with team members and stakeholders to ensure consistent evaluation standards and promote alignment. • Stay updated on industry best practices, customer service trends, and quality assurance methodologies to enhance the effectiveness of quality monitoring activities. • Assist in the development and implementation of quality assurance initiatives, including process improvements, service level agreements, and performance metrics

SupportSave Solutions, Inc.Customer Service Representative

Apr. 2013 - Apr. 2014132 Don Mariano Cui St, Cebu City, 6000 Cebu• Respond promptly and professionally to customer inquiries via chat platforms, demonstrating excellent written communication skills. • Provide accurate information about products, promotions, and company policies to assist customers in making informed purchasing decisions. • Assist customers with order placement, tracking, cancellations, and returns, ensuring timely and satisfactory resolutions. • Troubleshoot and resolve customer issues or complaints, escalating complex cases to the appropriate department when necessary. • Collaborate with other team members and departments to ensure seamless customer support and a consistent brand experience. • Maintain a high level of product knowledge to effectively address customer questions and provide recommendations. • Keep accurate records of customer interactions and transactions, ensuring proper documentation and follow-up as needed. • Identify opportunities for process improvement and provide feedback to enhance the customer support experience. • Stay updated on industry trends, product updates, and company policies to deliver up-to-date information to customers.