Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
To Whom It May Concern
Work Availability
Quote
Software
Interests
Timeline
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C.J Cross II

C.J Cross II

Chicago,United States

Summary

As a Specialist with a proven track record in customer service and sales support, I bring a steadfast commitment to ensuring unparalleled customer satisfaction, fortified by adept communication skills and seamless multitasking capabilities. My extensive experience has honed my ability to swiftly identify and resolve issues, propelling sales growth, and optimizing operational efficiency to drive business success.

What sets me apart is my innate ability to inspire and lead teams, coupled with my knack for solving organizational challenges. With advanced supervisory skills and a talent for team building, I have a demonstrated history of motivating colleagues and fostering a culture of excellence. I thrive in roles where I can make an immediate impact, implementing positive changes that translate directly into company success.

My strategic approach to training, coupled with effective monitoring and morale-building techniques, enables me to maximize employee engagement and performance, ultimately elevating team productivity and driving bottom-line results. By leveraging my unique blend of skills and experience, I am poised to not only meet but exceed expectations, delivering tangible value and propelling business growth from day one.

Overview

13
13
years of professional experience
1
1
Certification
2
2
Languages

Work History

Customer Care Team Manager

Amazon
San Diego, United States
06.2021 - Current
  • Demonstrated ability to seamlessly guide clients through the order process and resolve challenges, ensuring utmost satisfaction.
  • Consistently managed a high-volume workload of over 50 calls daily, boasting an impressive 90% success rate in promptly addressing customer queries and concerns on the first interaction.
  • Strategically provided invaluable support to the sales team, contributing to a remarkable 10% increase in overall sales performance through insightful backend initiatives and collaboration.
  • Assisted in training new Customer Support Technicians on policies and procedures.

Technical Team Lead

Dish Network
Houston, United States
11.2017 - 07.2020
  • Elevating the standard of customer service across multiple channels—phone, email, and chat—by not just addressing inquiries and resolving issues promptly, but also by intuitively understanding each customer's distinct needs and preferences. This proactive approach enables me to suggest tailored solutions or products that perfectly align with their requirements.
  • Meticulously documenting every customer interaction and maintaining comprehensive records within our CRM system to facilitate seamless communication and efficient follow-up processes, ensuring that no opportunity for personalized service is missed.
  • Forge strong collaborative ties with various cross-functional teams, including Sales, Product, and Technical Support, to expedite the resolution of complex issues. This collaborative effort ensures that all challenges are swiftly addressed, ultimately enhancing the overall customer experience.
  • Drafted monthly reports outlining achievements, challenges faced, action plans.

Brand Manager - Ecommerce and Digital Marketing

Caterpillar
Chicago, United States
04.2015 - 10.2017
  • Lead a high-performing team of Project Managers, driving the successful delivery of complex cross-functional digital projects within the eCommerce and Digital Marketing portfolio, meticulously aligned with Cat Digital Strategy.
  • Efficiently orchestrate and coordinate multidisciplinary teams, streamlining efforts across diverse facets of digital programs to ensure seamless execution and maximize business impact.
  • Took proactive ownership of program management, meticulously overseeing every facet to ensure timely implementation, widespread acceptance, and achievement of milestones within defined deadlines.
  • Acted as a key liaison, fostering collaboration and forging strategic partnerships both within and outside the digital domain, facilitating synergistic relationships and driving collective success.

Tier 2 Technical Support Engineer

Cox Complete Care
Houston , TX
03.2011 - 09.2012
  • Configured company products for customers according to their specifications.
  • Interacted with vendors and partners as needed in order resolve any technical issues quickly.
  • Performed system analysis to identify root cause of problems using remote diagnostic tools.
  • Analyzed customer feedback data to suggest improvements in product design or services provided.
  • Installed operating systems and applications on user computers remotely or in-person visits when necessary.

Education

Master of Science - Computer And Information Sciences

DePaul University
Lincoln Park, IL
08.2020

Skills

  • Ability to Work in a Team
  • Communication Skills
  • Microsoft Office
  • Communication
  • Time Management
  • Sales
  • Customer Support
  • Creativity
  • Customer Satisfaction
  • Customer Relationship Management
  • Technical Support
  • Leadership
  • Management
  • Microsoft Excel
  • Customer Retention
  • Microsoft PowerPoint
  • Customer Service
  • Communications
  • Multitasking
  • Service Delivery
  • LESS
  • Order Processing
  • Report Preparation
  • Strong leadership
  • Proficient in [Software]
  • Data Tracking
  • Staff Mentoring
  • Account Management
  • Sales Support
  • Delegation and Supervision
  • Staff Management
  • Brand Management
  • Business Development
  • Team Management
  • Schedule Management
  • Escalation management
  • Training and mentoring
  • Account Updates
  • Customer Relations
  • Sales proficiency
  • Training programs
  • Decision-Making
  • Negotiation and Conflict Resolution
  • Problem-Solving
  • Adaptability
  • Teamwork and Collaboration
  • Schedule oversight
  • Budget Administration
  • Good Judgment
  • Continuous Improvement
  • Lead Generation
  • Team Collaboration
  • Computer Skills

Affiliations

I love crafting melodies and penning lyrics, I immerse myself in the art of guitar songwriting, a passion that intertwines creativity and expression. With every chord progression and lyrical turn, I find solace and inspiration, channeling emotions into captivating music/visuals. By harnessing the universal language of music, I strive to empower the next generation, equipping them with the confidence to pursue their passions fearlessly. Through guitar songwriting and mentorship, I aim to inspire young talents to embrace their unique voices and chart their own paths to success!

Accomplishments

Certificate of Excellence (ICPC) Depaul University

Certificate of Completion (Musikmarkana) Ornskoldsvik, Sweden

Certification

  • Microsoft Windows Server 2016 (MCSA)

Languages

English
Professional
Arabic
Professional

To Whom It May Concern

Throughout my career, I have consistently demonstrated a proactive and self-motivated approach to my work. Whether independently or as part of a team, I thrive on challenges and take initiative to drive projects forward. My ability to stay focused and motivated, even in fast-paced environments, has enabled me to consistently meet and exceed expectations. One of the defining experiences of my professional journey has been my time studying abroad. Immersing myself in diverse cultures not only broadened my perspective but also honed my interpersonal skills. I developed a deep appreciation for the value of human connection and collaboration, which I bring to every professional interaction. What sets me apart is not just my experience or qualifications, but my unwavering dedication to delivering results. I am not content with simply meeting objectives; I strive to surpass them. My track record of exceeding targets and driving success speaks volumes about my commitment to excellence. I am eager to contribute my skills and expertise to further enhance the success of your team. I am confident that my combination of experience, dedication, and international perspective makes me an ideal candidate for this role. 

Thank you for considering my application. I look forward to the possibility of contributing to the continued success of your organization.

Warm regards,

CJ Cross

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Facts do not exist, only interpretations.
Friedrich Nietzsche

Software

Sas

AVAYA

CITRIX

MICROSOFT

Interests

Changing and elevating mine and the human experience of others

Timeline

Customer Care Team Manager

Amazon
06.2021 - Current

Technical Team Lead

Dish Network
11.2017 - 07.2020

Brand Manager - Ecommerce and Digital Marketing

Caterpillar
04.2015 - 10.2017

Tier 2 Technical Support Engineer

Cox Complete Care
03.2011 - 09.2012

Master of Science - Computer And Information Sciences

DePaul University
C.J Cross II