Angel Cruz
Zephyrhills,FL
Summary
Dedicated and knowledgeable customer service professional with extensive industry experience. Solid team player known for outgoing and positive demeanor, adept at establishing rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Specializes in optimizing quality, speed, and processes. Articulate, energetic, and results-oriented with a passion for developing relationships, cultivating partnerships, and driving business growth.
Overview
5
5
years of professional experience
Work History
Fraud Prevention Specialist
Us Bank
11.2023 - Current
- Handled escalated customer complaints professionally and efficiently, defusing tense situations while working toward mutually agreeable resolutions.
- Enhanced customer satisfaction by addressing and resolving service related inquiries promptly and effectively.
- Served as a liaison between clients and internal departments when necessary to expedite problem resolution or escalate urgent matters appropriately.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference and improved issue resolution times.
- Participated in regular team meetings, contributing to the development of strategies aimed at improving overall service experience for clients.
Administrative Specialist
United States Marine Corps
10.2019 - 10.2023
- Maintains knowledge of all procedures, policies, and directives for the Outbound Section and Customer Service Section of the Regional Personnel Administration Center (RPAC)
- Prepares unit diaries timely and accurately to include reconciling the Unit Diary Feedback Reports
- Conduct audits of service records and generate, validate, and take corrective action on rosters obtained from the Marine Corps Total Force System (MCTFS)
- Prepares military pay orders (NAVMC11116) using the Document Tracking Management System (DTMS)
- Electronically transmit documents for retention
- Prepare or endorse various types of official orders and correspondence
- Prepare, endorse, and deliver Permanent Change of Station/Assignment (PCS/A) orders for departing Marines according to Marine Corps Order (MCO)1300.8
- Conduct audits of the service record prior to transfer and prepare unit diaries transfer
- Monitor the pay status of Marines pending PCS/A (permanent change of station/assignment)
- Maintain files and directives and safeguard Personally Identifiable Information (PII)
- Ability to gather and analyze basic facts, respond to questions, and ensure regulatory compliance
- Knowledge of clerical procedures, administrative processes, and office operations to include Microsoft Office, MCTFS, Marine Online (MOL) and DTMS
- As the Assistant Program Manager, provide instructions regarding new and revised rules, regulations and polices and assign work
- Stress the importance of teamwork in the office, ensuring that all administrative staff members were encouraged to use their full potential
- Maintains a high level of professionalism and provide excellent customer service to all company clients
- Handle customer inquiries, answer questions, and resolve problems in a timely manner
- Handle all direct support issues in a timely, professional, and courteous manner
- Research and resolve problems and customer issues
- Resolve conflicts with customers and the management team in a professional and courteous manner
- Handle in-line customers in a polite, courteous, and efficient manner
- Smooth Move Workshop Coordinator providing pre-departure and destination information
- Provide relocation and travel entitlements, base and community information, financial concerns, employment opportunities, and other PCS information
- Examine documents for accuracy, adequacy, and compliance with regulations for goods and services provided by the government
- Knowledge of procedures and regulations dealing with satisfaction or default in fulfilling contractual obligations, reimbursements for medical and domiciliary care, education, travel and transportation
- Perform in and out processing and separation transactions that dealt with pay inquiries
- Review pay debts and processed adjustments
- Knowledge of military pay entitlement laws, regulations, and procedures
- Independently process difficult procedural and technical tasks
- Handle problems and deviations in accordance with instructions, policies, and prior training
Education
High School Diploma -
Hillsborough High School
Tampa, FLAssociate of Science - Criminology
Hillsborough Community College
Tampa, FL12-2027
Skills
- Conflict resolution
- Problem-solving capacity
- Identity verification
- Ethical standards
- Verbal and written communication
- Teamwork and collaboration
- Time management
- Attention to detail
- Multitasking
- Adaptability
- Effective communication
- Decision-making
Languages
Spanish
Native or Bilingual
Timeline
Fraud Prevention Specialist
Us Bank
11.2023 - Current
Administrative Specialist
United States Marine Corps
10.2019 - 10.2023
High School Diploma -
Hillsborough High School
Associate of Science - Criminology
Hillsborough Community College
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