Christian Cruz
Magna,UT
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
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.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Senior Fraud Agent
Wells Fargo
01.2023 - 03.2025
- Conducted thorough analysis of financial transactions, identifying suspicious activities and mitigating potential risks.
- Identified patterns of suspicious behavior through data analysis which led to proactive measures being taken against future incidents.
- Supported customer service representatives during escalated calls involving suspected fraudulent activity for swift resolutions.
- Streamlined case investigations, expediting resolution timeframes for impacted customers.
- Enhanced fraud prevention measures by regularly updating security protocols and procedures.
- Reduced fraud occurrences by developing and implementing comprehensive fraud detection strategies.
- Mentored junior team members by providing guidance on complex cases, fostering professional growth within the department.
- Reviewed internal policies and procedures periodically to identify areas for improvement or enhancement in relation to fraud management processes.
Customer Service Representative
TalentBridgeUSA
08.2021 - 12.2022
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Lending Specialist
Harland Clarke
09.2020 - 02.2021
- Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.
- Resolved customer complaints promptly and professionally, resulting in increased satisfaction rates among borrowers.
- Developed strong relationships with clients, fostering trust and loyalty to maintain a high retention rate of satisfied customers.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
Customer Service Representative
Insight Global
04.2020 - 09.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
Alorica
08.2019 - 02.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Food Service Worker
Panda Express
10.2017 - 06.2019
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained safety standards by properly handling food and adhering to sanitation guidelines.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Greeted customers at counter to fulfill requests and answer questions.
- Operated cash register accurately, managing transactions efficiently while providing excellent customer service.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
Team Member
Del Taco Inc.
08.2016 - 08.2017
- 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.
- Contributed to team success by completing jobs quickly and accurately.
- Operated register to process payments and collect cash payment for order totals.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Addressed and resolved customer complaints in polite and professional manner.
- Trained new team members by relaying information on company procedures and safety requirements.
- Assisted customers in selecting merchandise best suited to needs.
Education
Tustin High School
Tustin, CASkills
- AML compliance
- Transaction monitoring
- Anti-fraud systems
- Policy enforcement
- Compliance monitoring
- Investigation techniques
- Fraud prevention
- Banking operations
- Telephone and email etiquette
- Effective communication
- Verbal and written communication
- Transaction review
- Activity monitoring
- Trained in Windows Products
Accomplishments
- Achieved Rushing the Storm Recognition through effectively helping with back logged claims that needed to be closed before going under compliance.
- Supervised team of 4 staff members.
Languages
Spanish
Limited Working
Timeline
Senior Fraud Agent
Wells Fargo
01.2023 - 03.2025
Customer Service Representative
TalentBridgeUSA
08.2021 - 12.2022
Lending Specialist
Harland Clarke
09.2020 - 02.2021
Customer Service Representative
Insight Global
04.2020 - 09.2020
Customer Service Representative
Alorica
08.2019 - 02.2020
Food Service Worker
Panda Express
10.2017 - 06.2019
Team Member
Del Taco Inc.
08.2016 - 08.2017
Tustin High School
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