Cristalys Cruz
Buffalo,NY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
6
6
years of professional experience
Work History
Custodian
Buffalo Public School District
02.2019 - Current
- Emptied trashcans and transported waste to collection areas.
- Handled equipment, chemicals, and materials properly and with caution.
- Used time management and efficient cleaning methods to meet deadlines.
- Performed duties in active environment with changing temperatures and noise levels.
- Completed routine preventive upkeep on interior spaces.
- Helped prepare for special events, setting up, arranging and breaking down furniture.
- Minimized spread of infectious diseases using strict sanitation protocols.
Call Representative
Internal Revenue Service, IRS
09.2024 - 03.2025
- Researched taxpayers accounts to review if they had balances or missing returns.
- Answered inbound taxpayer calls to assist with questions, concerns or problems.
- Educated taxpayers about billing, payment processing and support policies and procedures.
- Followed up with taxpayers about resolved issues to maintain high standards of customer service.
- Advised taxpayers of tax filing due dates and which tax forms they were required to file.
- Determined if taxpayer would be eligible for payment plans, penalty abatements, or appeals on their balance.
- Maintained professional demeanor during calls, navigated calls to find a solution to avoid taxpayer frustration.
- Managed 20-30 incoming calls, emails and faxes per day from taxpayers, co-workers, and managers.
Job Shadowing: Clerical Position
Brandi Soundara
06.2023 - 08.2023
- Assisted trainer with phone calls and welcoming visitors.
- Organized paperwork, restocked supplies in offices, and provided staff with necessary files/books.
- Contributed with calculations for audits.
- Checked completed work for proper spelling, grammar, punctuation, and format.
- Set up and broke down conference rooms, training rooms and meeting rooms.
- Developed and maintained professional relationships with internal employees.
Education
Bachelor of Arts - Writing
SUNY Buffalo State
Buffalo, NY05-2023
Skills
- Customer service
- Attention to detail
- Client communication
- Time management
- Mechanical troubleshooting
- Policy and procedure enforcement
- Team collaboration
- Heavy lifting
- Building maintenance
- Cleaning and sanitizing
- Safe chemical disposal
Languages
English
Native or Bilingual
Timeline
Call Representative
Internal Revenue Service, IRS
09.2024 - 03.2025
Job Shadowing: Clerical Position
Brandi Soundara
06.2023 - 08.2023
Custodian
Buffalo Public School District
02.2019 - Current
Bachelor of Arts - Writing
SUNY Buffalo State
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