Cynthia Cruz
Tucson,AZ
Summary
I am ambitious and driven. I am a fast learner and communicate to find ways that will make me successful. I thrive on challenges and constantly set goals for myself, so i have something to strive towards. I am always looking for an opportunity to do better and achieve greatness to succeed in my career.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Agent
D&H Air Conditioning And Heating
11.2023 - Current
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Handles 90+ Calls Daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information and cancelling services .
- Productive relationship builder; excel at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer.
- Highly professional dependable, reliable and able to perform duties with minimal supervision
- Providing Exceptional Service / Building Loyal Relationships / Solving Problems / Increasing Sales
Quality Assurance Analyst
Alorica
11.2022 - 11.2023
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- 300+ Agents - Monitored 2 times a month
- Excel, One Note Savy
- Multitasker, Leader, Very Communicated
Office Manager
Mechanical Forced Air
03.2021 - 08.2022
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Managed Payroll, Expenses and Invoices
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Quickbooks, Housecall Pro Savvy
- Scheduled and Dispatched Technicians
Customer Service Representative/Office Assistant
Bayview Loan Servicing
11.2018 - 02.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processing Payments and out invoices via mail
- Prevented foreclosures by proactively identifying at-risk borrowers and offering assistance programs or modifications as needed.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
Customer Service Representative/SME Team Leader
VXI Global Solutions LLC
11.2015 - 10.2018
- Directv Retention - 80+ Inbound Calls
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs/.wants and resolving concerns.
- Reselling the Value Direct TV, Saving Clients from cancelling and disconnecting
- Contributed to increased customer retention through exceptional service and personalized attention to client concerns.
- Supported colleagues in handling difficult customers, ensuring smooth resolution of conflicts.
Education
No Degree - J.D. in Criminal Justice
University of Phoenix- Online
Phoenix, AZ08.2014
High School Diploma -
Pima Partnership School The
05.2014
Skills
- Customer Service (10)
- Problem Management (10 Years)
- Outstanding communication skills
- Call center experience
- Quality Analyst
- File Management
- Complaint Handling
- Payment Processing
- Leadership (10 Years)
- Organizational Skills (10 Years)
Certification
- CPR Certification
- Clearance Card
Additional Information
- Extremely competitive, driven and committed to excellence
- Ability to manage multiple responsibilities while effectively focusing on priority issues
- Highly focused and goal oriented with the ability to troubleshoot quickly and effectively
- Expert skills in Microsoft Outlook/Microsoft Word - Intermediate skills in Microsoft Excel
Timeline
Customer Service Agent
D&H Air Conditioning And Heating
11.2023 - Current
Quality Assurance Analyst
Alorica
11.2022 - 11.2023
Office Manager
Mechanical Forced Air
03.2021 - 08.2022
Customer Service Representative/Office Assistant
Bayview Loan Servicing
11.2018 - 02.2020
Customer Service Representative/SME Team Leader
VXI Global Solutions LLC
11.2015 - 10.2018
No Degree - J.D. in Criminal Justice
University of Phoenix- Online
High School Diploma -
Pima Partnership School The