Alexandria Cruz
San Antonio,TX
Summary
Dynamic Service Representative/Floor lead and Pawn Manager with a proven track record in customer service excellence at Citibank and Money Mart. Skilled in staff training and critical thinking, I consistently enhanced customer satisfaction and streamlined operations, achieving performance targets while fostering strong customer relations.
Strategic Floor Lead with substantial background managing and mentoring teams in fast-paced retail, financial, clerical and professional environment. Identifies customer needs and optimizes operations with focus on practical strategies. Collaborative and committed to driving revenue growth.
Professional leader with background in managing shift operations and optimizing team performance. Known for commitment to excellence.
Overview
7
7
years of professional experience
Work History
Service Representative/Sales Floor Lead
Citibank
03.2020 - 04.2025
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 60 customers each day.
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Trained new personnel regarding company operations, policies and services.
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
Pawn Manager
Money Mart
06.2018 - 03.2020
- Utilized social media platforms effectively to promote store specials, new arrivals, and upcoming events-attracting new customers in the process.
- Organized regular workshops for employees to enhance their understanding of industry rules, regulations, and best practices.
- Streamlined inventory management processes, reducing overhead costs while maintaining accurate records.
- Enhanced customer satisfaction by efficiently appraising items and offering fair loan values.
Education
John Jay High School
San Antonio, TX06-2014
Skills
- Customer Service Expertise
- Customer relations
- Database maintenance
- Organization
- Active listening
- Critical thinking
- Microsoft outlook
- Staff training
Timeline
Service Representative/Sales Floor Lead
Citibank
03.2020 - 04.2025
Pawn Manager
Money Mart
06.2018 - 03.2020
John Jay High School
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