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Allan Dela Cruz

@allandelacruz

Operations Supervisor at AcquireAsia who improved workflows and customer experience across technical support operations.

Philippines

Message

At AcquireAsia, I implemented process improvements to enhance workflow efficiency and customer experience in a technical support account. I monitored performance metrics and reviewed agent data to identify trends and address performance gaps.

Previously, I supervised sales operations at VXIGlobalHoldings, monitoring KPIs and providing coaching and performance improvement plans. I also coordinated schedules and real-time support for the team.

At TelePerformance, I supported banking customers and mentored new hires through product training and certification assessments. Earlier, I taught English online at AskimOnlineEnglishTutorial and assisted with teacher training.

Experience

Work history, roles, and key accomplishments

Operations Supervisor

AcquireAsia

Jul 2021 - Mar 2026 (4 years 8 months)

Implemented process improvements to enhance workflow efficiency and customer experience. Conducted performance discussions and evaluations, and assisted in onboarding and mentoring new hires.

Operations Management Process Improvement Performance Evaluation Mentorship Onboarding Data Analysis Reporting Escalation Handling Customer Service

Operations Supervisor

VXI Global Holdings

Sep 2015 - Jun 2021 (5 years 9 months)

Supervised daily operations of a sales team to ensure achievement of revenue and performance targets. Monitored agent performance through KPIs and provided coaching and feedback.

Sales Management KPI Monitoring Performance Coaching Team Leadership Scheduling Training Data Analysis Cross functional Coordination

Customer Service Representative/Mentor/Team Performance Coach

TelePerformance

Feb 2014 - Aug 2015 (1 year 6 months)

Provided customer support for banking clients, handling inbound inquiries and transaction-related issues. Mentored new hires and delivered coaching sessions to improve performance.

Customer Service Financial Account Support Data Entry Mentorship Training Coaching Performance Analysis Compliance

Online English Teacher/Assistant Trainer

AskimOnline English Tutorial

Apr 2012 - Feb 2014 (1 year 10 months)

Conducted online English lessons for European students, teaching sentence construction and grammar. Developed training modules and assisted in conducting training sessions for teachers.

ESL Teaching Online Teaching Grammar Instruction Curriculum Development Training Quality Assurance Feedback

Administrative Assistant

ServiceM8

Managed job scheduling and dispatch using ServiceM8, ensuring efficient technician allocation. Created and maintained work orders, customer records, and job documentation with high accuracy.

ServiceM8 job scheduling Dispatch Work Order Management Customer Records Documentation Appointment Coordination Invoice Processing Compliance Scheduling

Inside Sales Support Specialist

Odoo, HubSpot & Fishbowl

Monitored inbound inquiries and routed leads in HubSpot and Odoo to appropriate Account Executives. Built accurate quotes, validated margins, and maintained CRM pipeline records.