Cassandra Cruz
San Antonio,TX
Summary
Dynamic Customer Service Representative with a proven track record at Maximus Services, excelling in conflict resolution and active listening. Skilled in data entry and maintaining HIPAA compliance, I effectively restored customer confidence while managing high-stress situations. Committed to enhancing service excellence and ensuring client satisfaction through meticulous attention to detail.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Maximus Services
07.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Assisting clients by helping them better understand the status of their cases and what necessary information is required to continue through their eligibility process for state benefits such as SNAP, TANF, CHIP, Medicaid, Children's Medicaid, etc.
Customer Service Representative
MCNA Dental
10.2021 - 06.2022
- Answered incoming calls, verify information, assist callers with scheduling dental appointments, confirming member ID numbers, provide necessary information upon eligibility, covered benefits, treatments, and providing lists of eligible facilities in the area.
- Try to mitigate customer complaints and if the mitigation is unsuccessful, take complaints as necessary for customer satisfaction.
Manager
Taco Bell
11.2017 - 03.2019
- Run shifts accordingly, assign team members to positions, count store safe and all cash registers before and after shifts, assist customers with any complaints, count inventory after all closing shifts, and lock the store at end of shift
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Worked efficiently, rapidly, and effectively to maintain the store goals under certain timed paces.
Team Member
Taco Bell
03.2016 - 11.2017
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Work in a fast paced environment to make customer orders ensuring all items were bagged and handed to customers.
- Contributed to team success by completing jobs quickly and accurately.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
Party Hostess
Peter Piper Pizza Inc
06.2015 - 02.2016
- Managed event timeline effectively, ensuring all activities occurred as planned without delays or interruptions in the schedule.
- Completed set up of the party area maintaining to customer satisfaction
- Ensured all tables were kept clean and neat throughout each party
- Completed party checklist to confirm each party received contracted elements of party package.
- Supervised party area and delivery of services to verify guests complied with facility safety rules.
Education
Certificate - Certified Medical Assistant
Kaduceus
San Antonio, TX06-2025
Certificate - Certified Phlebotomy Technician
Kaduceus
San Antonio, TX06-2025
Karen Wagner High School
San Antonio, TX05-2019
Skills
- Customer service
- Active listening
- Data entry
- Blood Collection: Venipuncture, capillary puncture, blood collection techniques
- Equipment proficiency: Vacutainer, butterfly needles, tourniquets
- Safety Procedures: Infection control, HIPAA compliance
- Attention to detail
- Time Management
- Inventory
- Computer proficiency
- Conflict resolution
- Complaint handling
- Critical thinking
Certification
- CMA - Certified Medical Assistant
- PT - Phlebotomy Technician
Timeline
Customer Service Representative
Maximus Services
07.2023 - Current
Customer Service Representative
MCNA Dental
10.2021 - 06.2022
Manager
Taco Bell
11.2017 - 03.2019
Team Member
Taco Bell
03.2016 - 11.2017
Party Hostess
Peter Piper Pizza Inc
06.2015 - 02.2016
Certificate - Certified Medical Assistant
Kaduceus
Certificate - Certified Phlebotomy Technician
Kaduceus
Karen Wagner High School