CARLOS CRUZ
Clermont
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Alliance Global Services
Clermont
10.2022 - 03.2025
- Coordinated and oversaw new customer service team member training sessions
- Shared relevant tools with customers as necessary to reduce support call frequency
- Used web-based and proprietary knowledge bases to locate account and transaction information for customers and colleagues
- Directed phone calls to shorten service time and steer conversations towards targeted solutions
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Answered inbound calls to greet and assist customers with various needs and questions
- Built strong knowledge of product line to assist customers in selecting products
Customer Service Representative
Aetna
Fort Lauderdale
08.2020 - 02.2021
Driver, Warehouse Orders
Fed Ex Ground
Boston
06.2018 - 10.2020
- Loaded and unloaded delivery vehicles with care to ensure safe transport of products.
- Operated standard warehouse equipment to assist with loading and unloading of deliveries.
- Checked loads against shipping papers to verify contents and identify special handling requirements.
Jakeline Cookies
Operator Machine
Boston
03.2014 - 08.2016
- Operated equipment and machinery according to safety guidelines.
Education
High School Diploma - English
American Shs
01.2005
Skills
- Customer service
- Product expertise
- Team training
- Call handling
Languages
English, Bilingual or Proficient (C2)
Timeline
Customer Service Manager
Alliance Global Services
10.2022 - 03.2025
Customer Service Representative
Aetna
08.2020 - 02.2021
Driver, Warehouse Orders
Fed Ex Ground
06.2018 - 10.2020
Jakeline Cookies
Operator Machine
03.2014 - 08.2016
High School Diploma - English
American Shs