Summary
Overview
Work History
Education
Skills
Timeline
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Cassandra Cruz

Phoenix,AZ

Summary

Goal-oriented Customer Success professional adept at promoting customer loyalty and maintaining retention with proactive and hands-on strategies. Effective at giving customers highly positive experiences and resourceful in devising innovative strategies for maximizing results. Ready to bring 14 years of experience and take on a challenging new role.

Overview

13
13
years of professional experience

Work History

Recruiting Specialist MSP

Paychex
11.2022 - Current
  • Improved retention rates by establishing strong relationships with clients and applicants during the onboarding, recruiting and applicant tracking process.
  • Assessed onboarding products against company needs and made improvements to align with company aspirations and in accordance with compliance.
  • Partnered with Human Resource, Time and Attendance and Payroll to ensure successful onboarding outcomes, aligning goals across departments as a whole.
  • Trained clients on how to navigate Applicant Tracking systems and advised how to post to the job boards through our integrated systems.

Insurance Sales Agent

Bankers Life
06.2021 - 10.2022
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Maximized revenue growth with proactive lead generation tactics, efficient time management skills and utilizing effective marketing strategies.
  • Collaborated with underwriters to ensure accurate risk assessment and appropriate coverage for clients'' unique situations.
  • Consistently updated knowledge on regulatory changes impacting the insurance industry to maintain compliance at all times.

Customer Success Manager

Nexa Receptionists
05.2017 - 06.2021
  • Managed a portfolio of key accounts ensuring high levels of satisfaction by successfully implementing, managing, retaining, and growing each account.
  • Handled conflict resolution and risk mitigation by monitoring accounts, reviewing their history, and proactively offering solutions.
  • Played instrumental role in client satisfaction by working with multiple departments including Programming, Operations, Billing and Sales for proper resolution of service issues.
  • Developed comprehensive training materials that facilitated faster customer proficiency with the product.
  • Supervisor - Supervised, coached, and motivated a team of 20.
  • Trained associates on new accounts, verticals, quality and maintained top team throughout the year.
  • Fostered a positive teamwork environment and oversaw contests and recognition for the department to promote productivity and commitment to friendly service.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Payment Assistance Team Lead

Progressive Leasing
03.2015 - 05.2017
  • Maximized results by motivating my team, keeping a positive work environment, and coaching them on techniques.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Piloted Early Stage, Late Stage and Recovery when the Collection department was introduced.
  • Devised and implemented processes and procedures to streamline operations for the Collections department.
  • Created ProgNow a newsletter that alerts the department of updates, trends, and stats to improve communication.

Account Protection Specialist

Gatestone
10.2013 - 03.2015
  • Assisted American Express with protecting accounts and being a leader in fraud protection by verifying documents, account and transactions with card members.
  • Outperformed peers on key performance indicators related to underwriting and disputes.
  • Identified trends in disputes and communicated insights to management, prompting proactive measures to prevent future issues.
  • Handled sensitive situations professionally, demonstrating empathy towards customers while enforcing company policies fairly.

Customer Care Professional

Discover Financial Services
11.2010 - 03.2013
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Achieved higher sales conversion rates by upselling products and services based on individual customer needs.
  • Reduced customer churn rate with effective problem-solving skills and empathetic communication techniques.
  • Piloted and developed Discover IT strategies with headquarters and engaged with Focus Groups.
  • Contributed to process improvement initiatives within the department, identifying opportunities for increased efficiency or enhanced service delivery methods.

Education

Barry Goldwater High School
Phoenix, AZ

Skills

  • Excellent Customer Relations
  • Conflict Resolution
  • Training and Development
  • Sales proficiency
  • Technical Proficiency
  • Project Management
  • Teamwork/Collaboration
  • Microsoft Office Suite
  • Use of CRM Platforms
  • Salesforce
  • Applicant Tracking Systems
  • Personnel Management

Timeline

Recruiting Specialist MSP

Paychex
11.2022 - Current

Insurance Sales Agent

Bankers Life
06.2021 - 10.2022

Customer Success Manager

Nexa Receptionists
05.2017 - 06.2021

Payment Assistance Team Lead

Progressive Leasing
03.2015 - 05.2017

Account Protection Specialist

Gatestone
10.2013 - 03.2015

Customer Care Professional

Discover Financial Services
11.2010 - 03.2013

Barry Goldwater High School

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Cassandra Cruz