Anthony De La Cruz
Arlington,VA
Summary
- 2+ years in the remote environment
- 1.5+ years in Customer service industry, face to face and with remote phone skills involved such as inbound and outbound calls directly to customers for feedback.
- 1 year in a Managerial role working directly with store managerial staff and corporate managers.
- 6+ months in a Call center Environment but excelled according to my supervisor, due to previous experience.
- 2+ years in Reviewer/Quality Assurance role with ever changing criteria.
- Willingness to learn any role, as long as training is offered.
Overview
6
6
years of professional experience
Work History
Partner Support Lead
Buspatrol
Remote , VA
12.2024 - Current
- Fostered cross-departmental collaboration.
- Resolved complex customer issues promptly while upholding positive interaction standards.
- Analyzed data from multiple sources to identify opportunities for process improvements.
- Ensured compliance with industry regulations and organizational policies consistently.
- Managed daily operations to achieve high levels of customer satisfaction.
- Utilized FreshServices ticketing software for ticket creation, escalation, and management.
- Leveraged technology platforms like Zoom and Microsoft Teams for effective communications.
- Performs other related duties as assigned.
- Assisted senior leadership by generating reports that recommended corrective actions, insights and improvements.
- Conducted regular meetings with staff members to discuss challenges faced by customers.
L1 IT Support Agent
BUSPATROL
Remote Job, NY
09.2023 - 12.2024
- Documented customer interactions into Freshservices ticketing software.
- Remotely Pulled, Converted and Uploaded video for Buspatrol's Clients
- Utilized FreshServices ticketing software to create tickets to escalate and manage tickets being assigned to me.
- Followed proper procedures when dispatching a tech to service a clients needs.
- Followed Proper SLA timeframes.
- Utilized Microsoft teams for internal communication between employees and management.
- Collaborates with other staff to research and resolve problems.
- Performs other related duties as assigned.
- Identifies, investigates, and resolves users problems using email, teams, and phone and/or other communication from users with inquiries regarding issues they are experiencing.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
L1 IT Support Agent - Contractor
Emerge
Remote Job, NY
02.2023 - 09.2023
- Documented customer interactions into Freshservices ticketing software.
- Remotely Pulled, Converted and Uploaded video for Buspatrol's Clients
- Utilized FreshServices ticketing software to create tickets to escalate and manage tickets being assigned to me.
- Followed proper procedures when dispatching a tech to service a clients needs.
- Followed Proper SLA timeframes.
- Utilized Microsoft teams for internal communication between employees and management.
- Excelled in the position to which the client company (BusPatrol) then offered me a full time salaried internal position.
REVIEWER- CITATION MANAGEMENT DEPARTMENT
BusPatrol
Remote Job, NY
10.2021 - 09.2023
- Identify motorists who illegally pass stopped school buses
- Contractually exceeded expectations in a virtual work environment by committing to 10 hours a week requirement while exceeding minimal requirements by treating this position as a full time employee
- Utilized Paychex/ADP payroll system to track and document hours
- Responsible for watching each event video and determining whether a motorist had violated the law by passing a stopped school bus
- Ensured all video events I reviewed were reviewed with accuracy and within a timely manner while meeting and/or exceeding KPI metric expectations provided by Buspatrol Policy.
- Constantly adapting to updated policy, from school bus laws and/in different school districts and states by frequently attending training sessions and open forums provided by management.
- Effectively communicated with my team lead on all platforms provided; Slack, Yammer, Zoom, Teams, Email if needed.
- Efficiently navigate through Microsoft Office 365 products such as Teams and Outlook. While utilizing additional resources for training documentation such as Padlet, and internal training resources provided by the company.
- Notified supervisors about production problems and helped identify and correct concerns.
Customer Service Representative
The Connection Call Center
Remote Job, NY
08.2022 - 02.2023
- Client: illinois State Department of Financial and Professional Regulation
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Handled Inbound Frontline Calls as a Tier 1 Representative.
- Properly and Carefully Verified Constituents Private information Regarding Verification Data such as SSN, Address, Name, DOB.
- Fielded Constituents complaints and queries, fast-tracking for problem resolution.
- Provided outstanding service to new and long-standing constituents by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems such as CRMs and Citrix internal system ILES.
- Escalated customer concerns, issues and requirements to supervisors or by submitting tickets for immediate rectification.
- Effectively using provided tools such as, scripts, guidelines, resources, that constantly changed based on business needs.
- Effectively communicated with my team lead on all platforms provided; Zoom, Outlook, 8x8 video conferencing daily when needed.
- Utilized ADP payroll system to track and document hours
- Informed Constituents about fess, proper timeframes, application processes, Specific inquires, deficiencies regarding their account, laws and rules regarding their professions requirements.
- Completed accurate and efficient data entry and database updates to support business operations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Upheld quality control policies and procedures to increase customer satisfaction.
E-Commerce Department Manager
Walmart
Burbank, CA
04.2019 - 04.2020
- Performed Inbound/Outbound calls Daily
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity
- Performed Outbound Calls to Customers Directly Per Policy to ask for Feedback regarding their order and experience
- Distributed daily tasks to appropriate employees and checked to complete duties within expected time frames
- Coordinated efficient restocking of grocery merchandise to meet customer needs and promote consistent sales
- Delivered expert customer service to store patrons and assisted with locating desired items
- Maximized profit by coordinating efficient team workflows, minimizing waste and controlling shrinkage
- Facilitated effective communication between customers and associates to encourage positive, team-based atmosphere
- Collaborated with staff to maximize customer satisfaction and streamline procedures
- Introduced grocery store employee incentive program to boost team morale
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Oversaw team of 10+ grocery employees with $10k in daily revenue
- Delegated work to staff, setting priorities and goals
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities
- Coached staff on strategies to enhance performance and improve
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
- Enforced safety rules and other policies to protect employees and minimize company liability.
GENERAL STOCKER
Walmart
Burbank, CA
02.2019 - 04.2019
- Maintained neat, safe and orderly workspace to prevent accidents and injuries.
- Followed proper stock rotation procedures to minimize obsolescence and remove out of date items from sales floor.
- Received incoming product deliveries and relocated to storage shelves, coolers, or bins.
- Greeted customers and retrieved requested products to drive satisfaction.
Education
GED -
GED.Com
Arlington, VA04.2021
Skills
- Customer Service Experience
- Remote Environment Experience
- Inbound/Outbound Calling Experience
- Willing to Learn
- Transferable skills
- Cognitive Abilities
- Result Oriented
- Persistent
- Empathetic
- Quality Assurance
- Feedback Oriented
- Time Management
- Team Leadership
- Friendly, Positive Attitude
- Microsoft Office experience
- Attention To Detail
- Computer Proficiency
- Problem Solving and Complaint Resolution
- Verbal and Written Communication
- Collaboration and Teamwork
- Adaptable To Situations
- Active Listening
- Organizational Skills
- Understanding Customer Needs
- Problem-Solving Abilities
- Customer Relations
- Call Center Operations
- Data Entry
- Issue and Complaint Resolution
- Microsoft Windows and Office efficient
- Adaptive Team Player
- CRM Software
- Data Entry and Maintenance
Timeline
Partner Support Lead
Buspatrol
12.2024 - Current
L1 IT Support Agent
BUSPATROL
09.2023 - 12.2024
L1 IT Support Agent - Contractor
Emerge
02.2023 - 09.2023
Customer Service Representative
The Connection Call Center
08.2022 - 02.2023
REVIEWER- CITATION MANAGEMENT DEPARTMENT
BusPatrol
10.2021 - 09.2023
E-Commerce Department Manager
Walmart
04.2019 - 04.2020
GENERAL STOCKER
Walmart
02.2019 - 04.2019
GED -
GED.Com
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