2006
Bachelor in Transportation Management
Polytechnic University of the Philippines
Quality-Focused Virtual Assistant | Data and Operations Support
Hi, I’m Don Sherwin Dela Cruz, a detail-driven and quality-focused professional.
I am a quality-focused and detail-oriented professional who takes pride in delivering accurate and reliable work. I pay close attention to details to ensure tasks are completed correctly, efficiently, and aligned with high-quality standards. I believe that small details make a big difference in maintaining high standards and ensuring reliable results.
I have over 10 years of customer service experience and more than 7 years in Quality Assurance within the BPO fast-paced environment.
My background has trained me to work with accuracy, efficiency, and strong attention to detail. I specialize in supporting teams and businesses by ensuring operations run smoothly behind the scenes.
Throughout my career, I’ve worked with high-volume customer interactions across phone, chat, and email support, consistently meeting performance targets while maintaining excellent quality standards. As a QA Specialist, I reviewed work outputs, analyzed performance trends, identified improvement areas, and collaborated with teams to maintain high service quality.
Professional Skills
Social Media Management
Graphic Designer
Data Entry
Content Creator
Email Management
Calendar Management
Data Analysis and Reporting Skills
Client Collaboration
Customer Service
Quality Assurance Skills
Certificates
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My Experience and Education
September 2018
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February 2026
Alta Resources Inc.
(Quality Assurance Specialist)
Conducted regular quality audits across voice, chat, and email interactions, ensuring compliance with client standards and internal quality guidelines. Analyzed quality data and performance trends to identify recurring gaps and recommend targeted improvements. Delivered clear, constructive feedback to agents, supporting skill development and sustained quality improvement. Led and facilitated client and internal calibration sessions to align scoring standards and ensure audit consistency. Partnered with Operations and Training to address quality issues and support continuous improvement initiatives. Maintained high audit accuracy and productivity while managing multiple queues and deadlines.
August 2014
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August 2018
TELUS International
(Customer Service Representative)
Handled customer support via phone, chat, and email. Resolved inquiries and issues while meeting quality and productivity KPIs.
June 2013
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December 2013
Total Net Research and Marketing
(Customer Support Representative)
Provided customer support through chat, email, messaging platforms, and phone, ensuring timely and professional
responses. Accurately documented customer orders and interactions using system notes and comments. Consistently met performance goals and sales targets while maintaining service quality standards.
January 2010
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May 2013
SPI Global / Straive
(Assistant Team Leader / Officer-in-Charge / Customer Service Representative)
Handled supervisory and escalation calls, resolving complex customer issues. Conducted floor monitoring and provided real-time assistance and guidance to agents. Communicated urgent operational and customer concerns to clients. Managed inbound customer calls, addressing inquiries, complaints, and service-related concerns. Supported daily operations by monitoring performance and ensuring service continuity.
March 2008
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January 2009
Pilipinas Teleserv Inc.
(Customer Care Officer)
Handled high-volume inbound customer calls in a fast-paced environment. Provided accurate information on products, promotions, and services. Resolved customer inquiries and complaints while maintaining a positive customer experience.
May 2007
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October 2007
Megaworld Corporation
(Accounting - Account Receivable Documentation Specialist)
Updated and maintained customer accounts, receipts, and financial records. Ensured accuracy and completeness of account documentation. Coordinated with internal teams to keep records current and compliant
June 2006
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November 2006
Mac Global Dynamics
(Tele-sales Representative)
Conducted outbound sales calls to promote cash loan products. Met and exceeded sales targets, quotas, and quality metrics. Prepared and reviewed loan documentation for underwriting and closing.
My Services
Customer Service
Deliver friendly, efficient support to resolve customer inquiries and ensure a positive experience.
Data Entry / Web Researcher
Search the Internet. Accurate and detail-oriented in managing and verifying information for error-free records.
Admin Support
Provide organized administrative assistance to streamline operations and support team efficiency.
Calendar Management
Efficiently schedule, organize, and manage appointments to keep operations and meetings on track.
Email Management
Organize, prioritize, and manage emails efficiently to ensure timely responses and smooth communication.
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Content Creator
Promote companies' products and services by developing copy for websites, social media, and marketing materials.