Customer Service Assistant

Ferdinand S. Cruz

Core Competencies and Skills

Strong critical thinker

Keenly aware of Emotional Intelligence in fostering and maintaining strong relationships

Exceptionally-fast learner with a wide range of practical skills

Proficient in MS Windows and Data QuickBooks and Advance Excel

Strong commitment to customer service and follow through

Energetic work attitude; detail oriented

Strong managerial and accounting skills

Formal Education

Saint Louis University • Baguio City, Philippines

Bachelor of Science in Commerce, Major in Economics

Class of 1990

Wichita State University. Wichita, Kansas

Bachelor of Science in Liberal Arts

Class 2007

Outstanding International Student spring Semester- 4.0 Point Average

Saint Louis Laboratory High School • Baguio City, Philippines

Graduate

Class of 1985

Certificates and Accreditations

CPR Certificate • American Heart Association, 2011

Bar Careers Training Certificate, 2010

Seminar on Comprehensive Property Appraisal, 1997

Collection Seminar • LBC Bank, Philippines, 1997

Customer Relations Program •LBC Bank, Philippines, 1996

Languages Spoken

English and Filipino • fluently

Spanish • intermediately

Professional Experiences

EPMI Bayside Company, Front Office Agent - 2012•2014

Demonstrate confidence and managerial leadership during emergencies.

Distribute notices to residents as needed. Assist with minor office and management projects.

Document unusual resident activity and medical incidents in incident log. Ensured compliance specific to process and protocols; provided timely responses to queries from residents.

Conduct security checks/patrols of common areas; ensured entries were secured.

Develop and maintain critical relationships across a variety of settings including public and private sectors agencies and individuals.

Q Foundation, Intake Worker and Database Encoder - 2011•2012

Create new member files; ensure accurate completion of intake paperwork; accurately enter client notes in member database.

Prepare and develop individualized housing plans for new or returning members, including housing referrals and linkages to supportive services.

Set appropriate boundaries with clients; observe confidentiality protocols.

Mediate and advocate for members with landlords, services providers, etc., to obtain or maintain member housing.

Participate in file review for internal and external audit purposes.

Q Foundation- Cashier/Barista - 2011•2012

Coordinate day-to-day operations of AHA Café; keep Café clean and organized.

Responsible for all cash procedures, handling receipts and deposits.

Greet customers with friendliness and enthusiasm; serve coffee, espresso drinks and food in a fast and friendly manner.

Maximize sales through superior customer service.

Assist inventory control, budgeting, ordering and cost control.

Young Ideas Community Home- Overnight Facility Manager - 2009 •2011

Provide and supervise assigned staff that also therapeutically appropriate supervision of children.

Complete a Daily Observation Report (Log Sheet) for each resident by the end of each shift regarding client behavior, attitude, responses, progress, etc.

Provide health, education, hygiene, recreational, and nutritional needs of residents.

Report in writing any facility structure damage or disrepair to CEO, Assistant to the CEO, or other in Line Staff Supervisor.

Provide first aid/CPR and home health care as required including distribution and documentation medications as directed by the CEO, Assistant to CEO and Line Supervisor.

Agencia Nina, Inc., Head of Accounting - 1998 •2007

Oversee and manages departmental budget, accounts payable and receivables.

Approves purchases travel vouchers and purchasing requisitions.

Directs monthly reconciliation of fiscal accounts and administrative functions including all fiscal activities, payroll operations (monthly and bi-weekly payrolls) and human resources actions.

250 Fell Street Apt. 52 • 415-***-**** ************@*****.***

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