Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
To Whom It May Concern
Timeline
Generic
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.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Command Center Coordinator

Grubhub
11.2024 - 03.2025
  • Entered data, generated reports, and produced tracking documents.
  • Gathered and organized materials to support operations.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Actively monitored multiple systems and data streams to identify potential issues or incidents in real time.
  • Utilize advanced monitoring tools and dashboards to maintain situational awareness.
  • Analyze incoming information to assess severity, and prioritize response actions.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.

Customer Care Team Manager

Amazon
06.2021 - 10.2024
  • 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
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
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
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 Science And Engineering

DePaul University
Chicago, IL
06-2019

Skills

  • Program implementation
  • Organizational leadership
  • Consulting
  • Recordkeeping
  • 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

Accomplishments

Certificate of Excellence (ICPC) Depaul University
Certificate of Completion (Musikmarkana) Ornskoldsvik, Sweden

Certification

• Microsoft Windows Server 2016 (MCSA)

Languages

Arabic
Native or Bilingual
English
Native or Bilingual

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

Timeline

Command Center Coordinator

Grubhub
11.2024 - 03.2025

Customer Care Team Manager

Amazon
06.2021 - 10.2024

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 Science And Engineering

DePaul University
C.J Cross II