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Marilyn Dela Cruz

Lyn Dela Cruz

Customer Support & Operations Specialist

I believe in clear, simple, and efficient support. Over 8 years in Customer Service Data Annotation Quality Assurance — and as a Subject Matter Expert and Team POC, I resolve complex concerns, coach agents, and keep service quality high.

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About Marilyn Dela Cruz

Customer support and operations professional with 8+ years of experience in customer service, data annotation, and quality assurance. Skilled in resolving complex concerns, supporting teams, and maintaining service quality as a Subject Matter Expert (SME) and team point of contact (POC).
Educational Background
2013 – 2015

Vocational Course in Bookkeeping

Mary Our Help Technical Institute for Women · Mabalacat, Pampanga

2010 – 2013

Secondary Education

Camachiles National High School · Mabalacat City, Pampanga

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What I bring to the floor

Core Expertise

Omnichannel Support

PhoneChatEmail

Quality & Coaching

QA ReviewsSME GuidanceAgent Coaching

Orders & Ticketing

Order TrackingRefunds & CancellationsEscalations

Data Annotation

Image LabelingAccuracy ReviewsTraining Data

What sets me apart

Key Strengths

Communication

Clear, professional customer and team communication.

Independent Work

Performs under pressure with minimal supervision.

Adaptability

Adjusts to changing priorities, environments, and responsibilities.

Typing speed55 WPM97% accuracy

Computer Proficiency

  • Microsoft Word
  • Excel
  • PowerPoint
  • Google Sheets
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My path so far

Work Experience

The roles that shaped how I lead, support, and improve teams.

Career at a glanceTap a segment to jump to it
Jan 2018 – Nov 2026 8+ years

Customer Support & Operations – SME & Team POC

TaskUs · Philippines

  • Customer Support Representative – Food Delivery ServicesApr 2020 – Nov 2026Handled customer, VIP, and driver inquiries via phone, chat, and email; tracked orders, resolved bulk-order, delay, missing-item, and incorrect-order issues, and processed refunds and cancellations per policy. As Subject Matter Expert, guided agents on orders, refunds, accounts, and policies, coached new and nesting agents, managed escalations, and shared process updates to improve quality and accuracy.
  • Event Ticketing Support SpecialistFeb 2020 – Apr 2020Supported ticket purchases, order updates, delivery, transfers, account access, and event entry; handled refunds and cancellations per policy, kept accurate records, and escalated complex cases.
  • Quality Assurance Analyst – Data AnnotationApr 2018 – Feb 2020Reviewed autonomous-vehicle image annotations for accuracy and consistency. As Team POC and SME, led guidance on annotation standards, workflows, and project updates, coordinated with team leaders and QA to clarify requirements, and supported training to improve accuracy and productivity.
  • Data Annotation Specialist – Autonomous VehiclesJan 2018 – Apr 2018Annotated autonomous-vehicle images, including pedestrians, buildings, trees, and road objects, and prepared labeled data for vehicle-perception training.
Apr 2015 – Jan 2018 3 years

Assistant Production Line Leader

Nanox Philippines, Inc. · Philippines

    1. Team BriefingsBriefed teams on targets, priorities, and process updates.
    2. Workflow MonitoringAssigned tasks and monitored workflow to meet production and quality goals.
    3. Operator GuidanceGuided operators on assembly, material handling, and safety.
    4. Issue ReportingReported defects, equipment issues, and production concerns.
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Tools & Platforms

ZendeskSalesforceFive9Amazon ConnectLightningAstraStripe
SlackMicrosoft TeamsZoomGoogle MeetGoogle CalendarCalendly
Google SheetsGoogle DocsMicrosoft ExcelMicrosoft WordGoogle DriveChatGPTGemini AIGrammarlyNotionCanva

Customer Support & Ticketing

Zendesk
Customer Support & Ticketing
Salesforce
CRM & Customer Management

Communication & Telephony

Five9
Virtual Contact Center
Slack
Team Communication & Collaboration
Microsoft Teams
Virtual Meetings & Team Collaboration
Zoom
Video Meetings & Collaboration
Amazon Connect
Cloud Contact Center & Customer Engagement
Google Meet
Video Meetings & Collaboration

Productivity & Workspace

Google Sheets
Data & Spreadsheet Management
Google Docs
Process KB & Documentation
Microsoft Excel
Reporting & Performance Analytics
Microsoft Word
Guidelines & SOP Documentation
Google Drive
Cloud Storage & File Sharing

Internal & Proprietary Platforms

Lightning
Internal Account & Order Management System
Astra
Workflow Automation & Escalation Platform

Payments

Stripe
Payments & Billing

AI & Support Productivity

ChatGPT
AI Assistance & Workflow Efficiency
Grammarly
Communication & Tone Enhancement
Notion
Knowledge Base & Documentation
Gemini AI
AI Assistance & Workflow Efficiency
Canva
Design & Visual Content Creation

Scheduling

Google Calendar
Calendar & Scheduling
Calendly
Meeting Scheduling
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Management Recommendations

What they say

Words from the managers and team leaders I’ve worked with.

"An invaluable asset to team operations"

Lyn has been an essential Subject Matter Expert and Team POC on our account. Her ability to audit complex cases, lead insightful huddles, and guide teammates through process updates consistently raised our team's performance and accuracy standards.

Bill Badilla
Universal Access and Systems Solutions | Operations Manager

"Exceptional dedication to customer satisfaction"

Lyn approaches every customer interaction with clarity, empathy, and efficiency. Whether handling high-volume chats or real-time delivery escalations, she delivers top-tier support that elevates the overall customer experience.

Jolina Chavenia
EMAPTA | Team Leader

"Reliable, detail-oriented, and highly adaptable"

Lyn consistently exceeds quality targets through her strong attention to detail and proactive communication. She handles fast-paced environments with ease and is someone you can always rely on to keep operations running smoothly.

Rommel Cenzon
TaskUs | Team Leader

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Let’s Work Together

Reach out if you want to create impactful service solutions together.

Connect With Me

Contact Details

Prefer to talk directly? Reach me here.

+63 976 079 5952Available for calls, SMS, and WhatsApp. amberigudgurl@gmail.comSend job offers or inquiries directly.
Mabalacat City, Pampanga, PhilippinesOpen for remote roles.
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