Alejandra Cruz-Perez
Addison,Texas
Summary
Results-driven Team Leader known for high productivity and efficient task completion. Skilled in strategic planning, conflict resolution, and performance optimization. Excel in leadership, communication, and problem-solving to achieve team goals. Ready to leverage abilities in organization and motivation to drive success in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Team Lead
Collective Health
Plano, TX
03.2024 - Current
- Assisted with various clients starting with CORE and moving to the H-E-B team.
- Fostered a positive and collaborative work environment to enhance team morale and productivity.
- Responded to member detractors with accuracy and efficiency, ensuring that issues were thoroughly researched and resolved.
- Resolved escalated issues with professionalism, urgency and empathy.
- Assisted with Interviewing new candidates in the member advocate role, recruitment and also conducted H-E-B Trainings for new MAs joining H-E-B.
- Provided guidance and coaching to MAs.
- Analyzed call volume trends and implemented strategies to improve efficiency of the team.
- Conducted performance reviews for the team.
- Monitored team performance metrics to identify areas for improvement.
- Trained, managed and motivated MAs to promote skill development, and encourage career growth within Collective Health.
Member Advocate
Collective Health
Plano, TX
08.2023 - Current
- Simplified the process for members to understand their benefits, enhancing clarity and efficiency.
- Consistently went above and beyond by not only answering questions but also identifying and resolving underlying issues to provide comprehensive solutions.
- Prioritized active listening to ensure members felt heard, understood their needs, and built trust, fostering positive relationships.
- Diligently followed up with members to ensure timely resolutions, aligning with company goals and addressing client needs effectively.
- Demonstrated resilience and resourcefulness in finding answers and solutions, even in the absence of initial knowledge.
- Managed a high volume of cases with exceptional time management, maintaining productivity and efficiency.
- Stayed up-to-date with the latest changes and updates from the client or company, ensuring the provision of current and accurate information.
- Supported peers with inquiries and sought assistance when needed, promoting a culture of teamwork and mutual support.
Customer Service Associate
Union Bank
Arlington, Texas
06.2022 - 03.2023
- Consulted with customers regarding needs and addressed concerns
- Met and exceeded productivity targets by handling every interaction with top-notch customer service
- Reviewed account and service histories to identify trends and resolve issues
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Followed policies and procedures to meet or exceed established performance requirements
- Addressed inquiries, resolved customer issues and managed customer relations
- Recommended and initiated product offerings to meet customer changing needs
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
Customer Advocate
Marsh & McLennan WFH
Addison, Texas
02.2022 - 05.2022
- Promptly responded to reported claims by communicating with customers and reporting information
- Documented detailed records of customer interactions and activities in Service NOW
- Conducted research to identify ideal coverage options for customers
- Engaged customers and provided high level of service by carefully explaining details about documents.
Case Manager Supervisor
Winsor Consulting Group WFH
Addison, Texas
04.2020 - 02.2022
- Developed appropriate care for at-risk individuals and high-risk families
- Reviewed documents for every case that we needed from the applicants
- Confirm eligibility for every application
- Made calls to the Applicants if needed of more documents
- Produced and updated organizational records and reports, including organizing budgets and documentation.
Customer Service Associate
Assurant
Addison, Texas
10.2019 - 04.2020
- Assisted clients with automotive service contacts
- Reviewed client work orders for auto/ boat service
- Completed pay outs to service shops, contacted service shops regarding inquiries
- Enhanced client satisfaction ratings by resolving difficult customer issues through completion
- Listened to clients' needs and assisted with identifying and securing appropriate services
- Offered every client knowledgeable and supportive assistance to meet all needs and build loyalty.
Customer Service Associate
ChewyCo
Dallas, Texas
02.2019 - 10.2019
- Educated customers on special pricing opportunities and company offerings
- Met and exceeded productivity targets by handling every interaction with top-notch customer service
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Payment Analyst
The CMI Group
Carrollton, Texas
05.2017 - 02.2019
- Create spreadsheets and data entry
- Revise calls for quality assurance and keep track of continuous errors
- Provide feedback to leads and supervisors based on gathered information
- Update leads on daily performance stats.
Collections/ Customer Service Representative
The CMI Group
Carrollton, Texas
04.2013 - 05.2017
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Engaged customers with proactive strategies to understand needs and develop successful solutions
- Displayed strong telephone etiquette, effectively handling difficult calls
- Received inbound/outbound calls and conduct research on billing statements
- Offer solutions to customers regarding payments following payment hierarchy and company policies
- Provide information on products and services
- Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
Education
High School Diploma -
R.L Turner High School
Carrollton, TexasSkills
- Bilingual (English & Spanish)
- Customer service
- Time management
- Leadership
- Documentation review
- People oriented
- Fast learner
- Caseload Management
- Verbal and Written Communication
- Relationship Building
- Proactive problem solving
- Activity Monitoring
- Performance analysis
- Communication strategies
- Active listening
- Customer focus
- Attention to detail
- Problem-solving
- Coaching
- Goal setting
Accomplishments
- Won the Culture Gregg Award for the month of January 2025.
Timeline
Team Lead
Collective Health
03.2024 - Current
Member Advocate
Collective Health
08.2023 - Current
Customer Service Associate
Union Bank
06.2022 - 03.2023
Customer Advocate
Marsh & McLennan WFH
02.2022 - 05.2022
Case Manager Supervisor
Winsor Consulting Group WFH
04.2020 - 02.2022
Customer Service Associate
Assurant
10.2019 - 04.2020
Customer Service Associate
ChewyCo
02.2019 - 10.2019
Payment Analyst
The CMI Group
05.2017 - 02.2019
Collections/ Customer Service Representative
The CMI Group
04.2013 - 05.2017
High School Diploma -
R.L Turner High School
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