CARMEN CRUZ
Houston,TX
Summary
Adept at managing high call volumes, I excelled in a fast-paced environment at Iqor Holdings, enhancing customer satisfaction through effective problem resolution and proficient use of multiple software systems. My skills in customer communication and data entry, coupled with a knack for swiftly resolving complex issues, significantly contributed to client satisfaction and operational efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Aircraft Cabin Cleaner
Airserve
- Enhanced cabin cleanliness by thoroughly vacuuming, dusting, and sanitizing all surfaces.
- Assisted in training new employees on best practices for cabin cleanliness and sanitation techniques.
- Complied with company protocols regarding lost-and-found items, ensuring proper documentation and storage procedures were followed.
- Reduced risk of illness transmission with proper disposal of waste materials, including biohazardous items.
Sales Associate
Sears Roebuck And Company
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Listened to customer needs and desires to identify and recommend optimal products.
Call Center Representative
Iqor Holdings
05.2022 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Processed debit and credit card and electronic check payments.
Substitute Cafeteria Worker
Aldine Independent School District
02.2013 - 08.2013
- Conducted routine equipment maintenance checks, identifying any issues proactively for prompt resolution.
- Demonstrated adaptability by substituting at various schools within the district on short notice when needed.
- Maintained high levels of cleanliness throughout the cafeteria, adhering to established sanitation standards and protocols.
- Assisted in the preparation of nutritious meals, contributing to student health and wellbeing.
- Handled cash transactions with accuracy, maintaining proper financial records for daily meal sales.
- Expedited meal service during peak times by efficiently managing multiple tasks simultaneously.
- Ensured food safety standards were consistently met by strictly following proper food handling and storage guidelines.
- Cleaned and sanitized surfaces, tools and equipment.
- Collected trash, wiped up spills, and removed trays to maintain fresh and clean customer areas.
- Restocked condiments, beverages and utensils per expected use levels.
- Transported dirty utensils, dishes, and trays to kitchen to help team stay on top of cleaning.
Sales Associate
Dillard's
01.2005 - 12.2005
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Listened to customer needs and desires to identify and recommend optimal products.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Customer Service Representative
Blockbuster Video
05.2000 - 01.2001
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Education
Yes - Basic
Eisenhower High School
Houston, TX05.2000
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Call Center Customer Service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call Center Operations
- Communicating with clients
- Customer communications
- Call Control
- Answering questions
- Complaint resolution
- Payment Processing
- Gathering information
Accomplishments
- Achieved Result by completing Task with accuracy and efficiency.
Certification
- IQOR Training - 6 weeks
- Certified Call Center, for IQOR - 6 weeks
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Call Center Representative
Iqor Holdings
05.2022 - Current
Substitute Cafeteria Worker
Aldine Independent School District
02.2013 - 08.2013
Sales Associate
Dillard's
01.2005 - 12.2005
Customer Service Representative
Blockbuster Video
05.2000 - 01.2001
Aircraft Cabin Cleaner
Airserve
Sales Associate
Sears Roebuck And Company
Yes - Basic
Eisenhower High School
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