CARLOS CRUZ
Clermont,Florida
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Professional warehouse operations expert with extensive experience in order fulfillment and logistics. Known for strong focus on team collaboration, adaptability to changing needs, and achieving results. Skilled in inventory management, safe driving practices, and efficient loading/unloading procedures. Reliable and flexible, consistently delivering high standards in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Alliance Global Services
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
08.2020 - 02.2021
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Driver, Warehouse Orders
Fed Ex Ground
06.2018 - 11.2019
- 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
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
- Product knowledge
- Problem-solving
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 - 11.2019
Jakeline Cookies
Operator Machine
03.2014 - 08.2016
High School Diploma - English
American Shs
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