Adrion Cruz
Carpentersville
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
Snap-On Tools
Crystal Lake, IL
11.2024 - Current
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Provided accurate product information to support informed purchasing decisions.
- Handled escalated issues, implementing solutions to ensure timely resolutions.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Hospitality Team Member
Picklehaus LLC
Algonquin, IL
09.2023 - 11.2024
- Delivered exceptional customer service to enhance guest experience and satisfaction.
- Assisted in maintaining cleanliness and organization of dining and common areas.
- Collaborated with team members to ensure efficient service during high-volume periods.
- Handled cash transactions accurately and managed point-of-sale system effectively.
- Trained new staff on operational procedures and customer engagement techniques.
- Resolved guest complaints promptly to maintain positive relationships and loyalty.
Manager/Bartender
Spartan Axe Throwing
West Dundee, Illinois
02.2022 - 03.2023
- Managed reservations and efficiently organized groups, ensuring smooth transitions every hour and maximizing customer satisfaction.
- Handled all sales transactions, meticulously managing cash flow on a daily basis with zero discrepancies in register closures.
- Proactively maintained throwing lanes by consistently changing wooden target boards before opening, resulting in a safe and optimal experience for customers.
Lead Cashier
Aeropostale
Schaumburg, Illinois
03.2021 - 02.2022
- Exceeded monthly sales goals by 20% through proactive customer engagement, effectively utilizing the AERO service standard and demonstrating product knowledge to drive increased purchases.
- Maintained brand standards by consistently ensuring visual merchandising and cleanliness standards were met, resulting in a 95% satisfaction rating from customers during store visits.
- Assisted management in resolving issues within the store by identifying and addressing customer concerns, resulting in a 30% decrease in customer complaints over a six-month period.
Host
Lucky Monk
South Barrington, Illinois
02.2020 - 03.2021
- Welcomed and greeted guests upon arrival with a warm and friendly demeanor, ensuring a positive first impression for over 200 guests daily.
- Efficiently managed the waitlist and seating arrangements, resulting in an average table turnover time of 15 minutes, exceeding the industry standard by 10%.
- Collaborated closely with the waitstaff to ensure smooth communication and guest satisfaction, leading to an increase in positive customer reviews.
Customer Service Representative
Nordstrom
Schaumburg, Illinois
11.2018 - 07.2019
- Greeted and escorted customers to fitting rooms, ensuring a smooth and efficient fitting room experience, resulting in a decrease in wait times.
- Educated customers about upcoming events, Nordstrom gift cards, Nordstrom RewardsTM program, and mailing list, leading to a 15% increase in customer engagement and sign-ups.
- Maintained well-organized stockrooms and completed all inventory processes with high accuracy rates, reducing merchandise discrepancies.
Education
GED -
Dundee Crown High School
Carpentersville, Illinois03.2023
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Problem resolution
- Customer relations
Timeline
Customer Care Representative
Snap-On Tools
11.2024 - Current
Hospitality Team Member
Picklehaus LLC
09.2023 - 11.2024
Manager/Bartender
Spartan Axe Throwing
02.2022 - 03.2023
Lead Cashier
Aeropostale
03.2021 - 02.2022
Host
Lucky Monk
02.2020 - 03.2021
Customer Service Representative
Nordstrom
11.2018 - 07.2019
GED -
Dundee Crown High School
LEADERSHIP EXPERIENCE
- Esports World of Warcraft
- Raid Lead
- Organized and managed weekly raid schedules, ensuring consistent participation of all team members for 4-6 hours per session, leading to improved teamwork dynamics and increased overall performance.
- Implemented efficient raid strategies and streamlined communication channels, resulting in a 15% decrease in average completion time and an increase in team ranking by 25 positions.
- Willow Creek Community Church
- Small Group Counselor
- Provided personalized guidance and support to individuals seeking spiritual growth, resulting in a 20% increase in participants reporting improved understanding and application of biblical teachings.
- Collaborated with a team of small group leaders to develop a comprehensive curriculum that addressed the needs and interests of diverse participants, resulting in a 30% increase in attendance.
- Researched and incorporated relevant Bible verses into teaching materials, increasing participants' understanding and engagement with the sermons by 40%.