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Marilyn Dela Cruz

Lyn Dela Cruz

Customer Support Specialist — CX & Operations

I believe in clear, simple, and efficient support. Over 8 years of experience in customer experience and logistics across chat, email, and voice, using Zendesk Salesforce Five9 — and as a Subject Matter Expert and Team POC, I audit cases, lead huddles, and coach teams.

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About Marilyn Dela Cruz

Customer support and operations specialist with over 8 years of experience across chat, email, and voice channels. Proven track record in handling complex order and delivery logistics for a major on-demand delivery platform, as well as customer ticketing services. Skilled Subject Matter Expert (SME) and Team POC adept at auditing call cases, leading huddles, and guiding teams to meet daily productivity and quality targets.
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

ChatEmailInbound Voice Support

Quality & Coaching

Case AuditingSME CoachingTeam Huddles

Logistics & Ticketing

On-Demand Order TrackingEscalationsVIP Support

Operations

Attendance TrackingProductivity MetricsProcess Knowledge

What sets me apart

Key Strengths

Problem-Solving

Quick to resolve complex customer issues in fast-paced setups.

Clear Communication

Effective, empathetic, and professional in every interaction.

Adaptability

Thrives in dynamic environments with minimal supervision.

Typing speed55 WPM97% accuracy

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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 – Present 8+ years

Customer Support Teammate – SME & Team POC

TaskUs · Philippines

  • DoorDash SaaS – McDonald'sFeb 2023 – PresentAssist customers with their McDonald's order concerns in a timely manner.
  • DoorDash VIP Dx Premium Support, Pioneer LOBJun 2022 – Jan 2023Handled chat contacts from VIP dashers about their orders and resolved concerns promptly.
  • DoorDash Drive Dx SupportFeb 2021 – Jun 2022Handled chat and inbound calls on dasher delivery concerns. As SME, supported nester waves through bootcamp by cascading KB process updates, auditing call cases, and guiding teammates.
  • SeatGeek & DoorDash Cx SupportFeb 2020 – Feb 2021Handled web emails on event ticket concerns (SeatGeek, Feb – Apr 2020), then web emails, chats, and inbound calls on customer order concerns (DoorDash, Apr 2020 – Feb 2021).
  • Turbo Campaign – SME & Team POCJan 2018 – Feb 2020Ensured quality by double-checking tasks before submission; prepared EOD reports, tracked team attendance and productivity, and led huddles on client process updates.
Apr 2015 – Jan 2018 3 years

Assistant Line Leader

Nanox Philippines, Inc. · Philippines

    1. Team MeetingsConducted team meetings with production operators and informed them of the daily production targets.
    2. Workflow MonitoringMonitored workflow efficiency to ensure daily output targets were consistently met.
    3. Process UpdatesProvided product updates on the work process to keep operators aligned.
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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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Have a question? Ask me about Lyn’s work.