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MICHELLE DELA CRUZ

Virtual Assistant | Customer Service Professional

PROFESSIONAL SUMMARY

Dedicated and versatile Customer Service Professional with over 6 years of experience spanning BPO, e-commerce, and virtual assistance. I excels in managing customer inquiries, efficiently resolving issues, and maintaining high satisfaction across diverse communication channels, including phone, email, and chat support.

I expertise extends to specialized areas such as Shopify and dropshipping email support, comprehensive administrative tasks, and strategic social media management. I did proven track record as a Subject Matter Expert (SME), an Executive Assistant to a private business owner, and a Social Media Manager Assistant, consistently supporting brand growth and streamlining business operations in remote environments. I possesses strong communication, multitasking, and problem-solving skills, coupled with an unwavering commitment to excellence in fast-paced, remote work settings.

ACADEMIC BACKGROUND

SAMAL ISLAND CITY COLLEGE

Bachelor of Public Administration

ACADEMIC ACHIEVEMENTS

  • Dean's Lister
  • Academic Scholar

EXTRACURRICULAR

Member of Debate Club

CAREER HISTORY: EARLY ROLES

2014-2017

LAY-OUT ARTIST

3D COPY CENTER

  • Designed engaging layouts for print and digital materials.
  • Ensured visual consistency and brand alignment across projects.
  • Edited and enhanced images using Adobe tools (Photoshop, Illustrator).
  • Collaborated with clients and teams to meet creative briefs and deadlines.
  • Adapted designs for various formats and platforms.

2017

ADMIN STAFF

TRICOPY CENTER

  • Managed daily office operations and maintained organized records.
  • Handled emails, calls, and scheduling efficiently.
  • Prepared reports, memos, and basic documentation.
  • Supported team with data entry, filing, and clerical tasks.
  • Ensured smooth coordination between departments.

2018

EXECUTIVE ASSISTANT

PRIVATE BUSINESS OWNER

  • Provided high-level administrative and personal support to the business owner.
  • Managed calendar, appointments, and confidential correspondence.
  • Coordinated business and personal travel, meetings, and events.
  • Handled office management, vendor relations, and task delegation.
  • Maintained discretion and efficiency in all communications and operations.

CUSTOMER SERVICE EXCELLENCE

CUSTOMER SERVICE REPRESENTATIVE

IQOR DAVAO
LANANG, DAVAO CITY, PHILIPPINES
2019-2023

  • Provided prompt and professional support to customers via phone, email, and chat.
  • Documented interactions and feedback to help improve service quality.
  • Collaborated with team members to enhance overall customer experience.
  • Promoted to Subject Matter Expert (SME) for outstanding performance and mentoring new team members.

VIRTUAL ASSISTANCE: E-COMMERCE FOCUS

1

EMAIL CUSTOMER SUPPORT

THATONESTREET & TENPOCKET
2024 - Part-Time

Specialized in Shopify and dropshipping platforms, adeptly handling all customer inquiries.

2

PROMPT RESOLUTION

Responded to customer inquiries and resolved issues promptly via email, ensuring high satisfaction.

3

ORDER MANAGEMENT

Handled order tracking, refunds, and product-related concerns with a professional approach.

ADMINISTRATIVE AND ORGANIZATIONAL SKILLS

DATA ENTRY

Meticulous and accurate record-keeping for all customer interactions and business data.

INBOX MANAGEMENT

Efficiently organized and managed email inboxes, prioritizing communications.

FILE ORGANIZATION

Developed and maintained organized digital and physical filing systems.

SOCIAL MEDIA MANAGEMENT

SOCIAL MEDIA MANAGER ASSISTANT

VMA AGENCY
2024-2025

  • Assisted in planning and scheduling content across multiple social media platforms.
  • Monitored engagement and responded to comments and messages promptly.
  • Conducted basic graphic design and caption writing to support campaigns.
  • Tracked analytics and reported on growth and performance.
  • Supported client outreach, hashtag research, and trend monitoring.

CORE SKILLS & TOOLS

CUSTOMER SUPPORT

Email, Chat, Phone Expertise

VIRTUAL ASSISTANCE

Remote Tasks, Scheduling, Organization

SOCIAL MEDIA MANAGEMENT

Content Planning, Engagement, Analytics

ADMIN SUPPORT

Data Entry, File Management

COMMUNICATION & PROBLEM-SOLVING

Clear, Concise, and Efficient

TOOLS PROFICIENCY

Gmail, Canva, Photoshop, Google Workspace, Meta Suite

READY TO COLLABORATE?

I am available to bring my extensive experience and dedication to your team. With a proven track record in enhancing customer satisfaction, streamlining administrative processes, and boosting social media presence, I am an invaluable asset for any remote-first or hybrid work environment.

Reach out today to discuss how my versatile skill set can support your business objectives and contribute to your success.

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