Open to Offers

Hazel Joy Dela Cruz

Senior Customer Advocate

Binangonan, PhilippinesNegotiable

About

Customer Support Professional with 3+ years of experience supporting customers across SaaS, e-commerce, telecommunications, hospitality, and freelance environments. With a proven track record of exceeding KPIs and delivering excellent customer experiences.

Skills

CanvaContent MarketingSocial Media MarketingSEOGhostwritingCustomer SupportEmail SupportLive Chat SupportZendeskData EntryGoogle WorkspaceMicrosoft OfficeJiraKlaviyoYouTube Channel ManagementCRMPhone SupportTechnical SupportEmail ManagementCommunity ManagementSocial ListeningSocial Media AnalyticsBlog WritingAcademic Writing

Experience

Senior Customer Advocate

Boldr PH

Current

Jan 2026 - Present

Delivered multi-channel customer support for an e-commerce account, resolving subscription, account, and order-related concerns while regularly achieved 100% QA and CSAT scores. Served as a resource for teammates by providing guidance on complex or unfamiliar cases and sharing best practices to support team performance.

Technical Support Advocate (Tier 1)

Boldr PH

Feb 2024 - Jan 2026

Provided technical and billing support for a global SaaS elearning platform, achieving 96% customer satisfaction and a 99% SLA. Developed innovative solutions for complex access issues.

Quick Info

Location: Binangonan, Philippines
Availability: Open to Offers
Expected Rate: Negotiable

Senior Customer Advocate (Contract-based)

Boldr PH

Sep 2023 - Jan 2024

Managed customer inquiries across email and chat for an ecommerce account, resolving product, order, return, and refund concerns while maintaining a positive shopping experience and fostering customer loyalty.

Support Advisor

TaskUs

Oct 2022 - Jan 2023

Supported Shopify merchants across email and chat to build relationships and boost sales by applying marketing strategies and offering personalized support for business growth. Also assisted in their billing concerns and other inquiries.

Freelancer

Jan 2022 - Sep 2022

Provided freelance services in content writing, data management, and social media support. Created researchdriven film reviews, ensured data accuracy for fast-food businesses, and enhanced brand visibility and customer engagement through social media management for local coffee shops.

Back Office & Customer Care Representative

Quantrics Enterprises Inc.

Mar 2021 - Oct 2021

Managed a telco account handling billing inquiries and technical troubleshooting via phone support. Provided guidance on account management and service upgrades, and coordinated with field technicians to dispatch on-site visits for residential service issues.

Chat Representative (Contract-based)

Transcom

Oct 2020 - Jan 2021

Supported a logistics account by assisting customers with inquiries and concerns regarding their shipments. Investigated shipping issues and delivery discrepancies, coordinating with relevant teams to ensure timely resolution.