Open to opportunities

Joshua Dela Cruz

@joshuadelacruz

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Dedicated operations associate with expertise in customer support and coordination.

Philippines

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am an experienced operations associate with a strong background in customer support and property management. Over the past few years, I have honed my skills in providing end-to-end support for tenants and property managers, ensuring seamless communication and service delivery. My role at Latchel Inc. allowed me to coordinate repairs and maintenance, follow up on service completion, and gather valuable feedback to enhance service quality.

Prior to this, I worked with IHG Hotels & Resorts, where I managed escalated customer concerns and transformed negative experiences into positive outcomes. My ability to collaborate with internal teams and streamline service recovery processes has been instrumental in maintaining high guest satisfaction and brand reputation. I also have experience in logistics coordination, where I scheduled service appointments and ensured smooth operations across various departments.

Experience

Work history, roles, and key accomplishments

Operations Associate

Latchel Inc.

Jul 2023 - Jun 2025 (1 year 11 months)

Provided end-to-end support for tenants and property managers, coordinating repairs and maintenance through phone, chat, and email. Partnered with operations and vendor teams to resolve property-related issues quickly and maintain service quality.

Property Maintenance Coordination Vendor Scheduling & Dispatch Technical Support Customer Support Case Management Appointment Setting Social Media Management

Case Manager

IHG Hotels & Resorts

Jul 2021 - Apr 2023 (1 year 9 months)

Handled escalated customer concerns across hotel brands, providing timely resolutions with a strong focus on guest satisfaction and brand reputation. Collaborated with hotel managers and internal teams to streamline service recovery and identify recurring pain points.

Customer Service Customer Satisfaction Reputation Management Conflict Resolution CRM Systems Communication Problem Solving Escalation Management

Logistics & Operations Coordinator

ProbeGroup Philippines (ProbeCX)

Apr 2020 - Jul 2021 (1 year 3 months)

Scheduled service appointments and coordinated dispatch operations for technician routes across U.S. regions using Google Maps and routing tools. Collaborated with warehouse and logistics teams to ensure smooth order delivery, technician assignment, and service flow.

Logistics Coordination Dispatch Operations Google Maps Routing Communication Delivery Technician Assignment CRM Tools Workflow Management

Customer Service Representative

CONCENTRIX PHILIPPINES

Sep 2019 - Apr 2020 (7 months)

Assisted customers with billing inquiries, technical support, and product information via inbound calls and chat. Maintained high-quality service standards while handling time-sensitive concerns across different customer profiles.

Customer Service Billing Technical Support Product Inbound Chat Support Scheduling Technician Visits Service standards Time Management

Education

Degrees, certifications, and relevant coursework

Saint Louis University

Bachelor's Degree, Mechanical Engineering

Studied Mechanical Engineering at Saint Louis University, focusing on foundational principles and applications within the field. Gained comprehensive knowledge in various engineering disciplines.