Edilberto I. Dela Cruz Jr.

ABOUT ME

I have over five years of experience working in structured, data-driven roles primarily with Amazon. My background includes customer service, escalation management, training support, and administrative coordination for US and Canadian markets.I’m organized, calm under pressure, and highly adaptable. I work well with processes, metrics, and documentation, and I’m comfortable supporting both internal teams and client-facing operations.

PROFESSIONAL EXPERIENCE SECTION

Resolution Specialist

(August 2024 – January 2026)
• Handled escalated retail customer service calls requiring supervisor-level resolution for Amazon.com and Amazon.ca.
• Provided guidance and real-time support to Customer Service Associates on difficult cases and best practices.
• Documented case resolutions accurately and ensured compliance with quality and service standards.

Training Specialist

(June 2023 – August 2024)
• Led end-to-end training for new hire classes supporting retail customer service for Amazon.com and Amazon.ca.
• Coached trainees on call flow, problem-solving, empathy, and effective communication.
• Provided feedback, action plans, and ongoing support to ensure new hires met productivity and quality benchmarks.
• Collaborated with stakeholders to ensure training alignment with operational goals.

Acting Training Assistant

(May 2022 – December 2022)
• Assisted in delivering training modules, facilitating activities, and reinforcing key learning objectives.
• Handled training administrative tasks including attendance tracking, reports, assessments, and documentation.
• Ensured training materials and systems were prepared and functioning for each session.

Customer Service Associate

(October 2020– June 2023)
• Provided inbound retail customer support via phone for Amazon.com and Amazon.ca.
• Assisted customers with orders, deliveries, returns, refunds, and account inquiries.
• Navigated multiple Amazon systems to research and resolve customer concerns efficiently.
• Maintained professionalism and composure in high-volume, fast-paced environments.

SKILLS & EXPERTISE SECTION

Core Skill
• Administrative & operational support
• Process execution & SOP compliance
• Performance tracking & reporting
• Calendar coordination & documentation
• Client-facing communication

Technical & Tools
• Microsoft Excel (tracking, analysis, reports)
• Microsoft PowerPoint (presentations, reporting decks)
• CRM & case management systems
• Internal workflow and documentation tools

Performance & PPC Readiness
• Strong understanding of metrics (CTR, CPC, CPM, ROAS, conversion rate)
• Data-driven decision making
• Structured execution and optimization mindset

WORK STYLE SECTION

• Detail-oriented and organized
• Calm and professional under pressure
• Clear communicator with clients and teams
• Fast learner with strong adaptability to tools and systems
• Accountable and results-focused