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Summary
Overview
Work History
Education
Skills
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ALICEA DE LA CRUZ
Open To Work

ALICEA DE LA CRUZ

Katy,TX

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Customer Care SupervisorCustomer Care Representative

Work Type

Full Time

Location Preference

HybridRemoteOn-Site
Location: Katy, TXHouston, TXSt Louis, MOChesterfield, MO
Open to relocation: Yes

Salary Range

25/hr - 1000/hr

Important To Me

Career advancementWork-life balancePaid time offPaid sick leave401k matchHealthcare benefits

Summary

Results-driven leader with experience coaching teams, improving performance, and using Microsoft Excel to analyze metrics, track agent statistics, and identify trends. Strong analytical, organizational, and problem-solving skills with a proven ability to improve operational efficiency, enhance customer satisfaction, and collaborate across teams to achieve business objectives.

Overview

2
2
years of professional experience

Work History

Customer Care Supervisor

APGE
01.2025 - Current
  • Lead, coach, and develop a team of up to 8 Customer Care Representatives, providing ongoing performance feedback and support.
  • Monitor key performance indicators (KPIs) to identify trends and implement coaching strategies that improve customer satisfaction and operational efficiency.
  • Balance multiple responsibilities by simultaneously managing customer interactions, supporting live call queues, resolving customer tickets, and assisting team members in real time.
  • Analyze customer issues and identify root causes to improve resolution times and enhance customer experience.
  • Utilize Microsoft Excel to organize, review, and report operational data that supports daily business decisions.
  • Collaborate with internal departments to resolve complex customer issues and ensure seamless communication across teams.
  • Ensure compliance with company policies, procedures, and regulatory requirements.
  • Support implementation of operational changes and new processes while maintaining productivity and service quality.
  • Maintain proficiency in Artemis, Atlas, ESG Titanium, and P2C to support customer account management and operational processes.

Customer Care Representative

APGE
08.2024 - 01.2025
  • Served as the primary point of contact for residential customers, resolving billing inquiries, account maintenance requests, contract renewals, and service-related concerns while delivering a positive customer experience.
  • Built strong customer relationships by identifying customer needs, addressing pain points, and providing personalized solutions that supported customer satisfaction and long-term retention.
  • Assisted customers with contract renewals by educating them on available plans, pricing, and account options, helping customers make informed decisions and reducing customer attrition.
  • Analyzed customer account history, billing patterns, and service usage to investigate concerns, identify trends, and recommend appropriate solutions.
  • Collaborated with cross-functional teams, including Billing, Operations, and Enrollment, to resolve complex customer issues and improve overall service efficiency.
  • Maintained detailed and accurate customer records, ensuring data integrity and compliance with company policies while documenting customer interactions and outcomes.
  • Managed a high-volume workload while consistently meeting quality, productivity, and customer satisfaction metrics in a fast-paced environment.
  • Demonstrated strong analytical thinking, problem-solving, and communication skills, leading to a promotion to Customer Care Supervisor within five months based on exceptional performance and leadership potential.

Education

High School Diploma -

Belleville West High School
Belleville, IL
01-2019

Skills

  • Results-driven Customer Care Supervisor with retail energy experience and a proven history of leadership, operational support, and customer retention
  • Promoted to a supervisory role within five months based on performance, leadership, and operational excellence
  • Experienced in analyzing performance metrics, supporting cross-functional initiatives, coaching employees, resolving complex customer issues, and maintaining compliance in a fast-paced environment
  • Proficient in Microsoft Excel and APGE systems including Artemis, Atlas, ESG Titanium, and P2C Seeking to leverage analytical and operational expertise in the Analyst, Retention Marketing Operations role
  • Customer Retention
  • Microsoft Excel/Word
  • Data Analysis
  • Reporting & Documentation
  • Performance Metrics
  • Customer Experience
  • Process Improvement
  • Cross-Functional Collaboration
  • Team Leadership
  • Coaching & Development
  • Problem Solving
  • Time Management
  • Multitasking
  • Regulatory Compliance
  • Artemis, Atlas, ESG (Titanium)
  • Policy implementation
  • Performance improvement

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers

Timeline

Customer Care Supervisor

APGE
01.2025 - Current

Customer Care Representative

APGE
08.2024 - 01.2025

High School Diploma -

Belleville West High School

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ALICEA DE LA CRUZ