Summary
Overview
Work History
Education
Skills
Timeline
Generic

Darcy Cruz

San Antonio,TX

Summary

Customer service representative/shift lead with 7 years of experience. Friendly, upbeat, and enthusiastic demeanor. Eager to work various hours with open availability, expendable worker with an optimistic mindset and fast learning capabilities. Familiar with major customer service software, and customer conflict resolution while maintaining a positive attitude. Experience with fraud, and customer retention as well as security service. Possess skills to fulfill managerial roles, and attentively seeking to expand my role within the company.

Overview

4
4
years of professional experience

Work History

Taco Bell CSR/shift lead

Taco Bell
02.2023 - Current
  • Oversaw members' time and attendance, while ensuring compliance with Taco Bell guidelines.
  • Oversee a team of employees during their shifts, ensuring they complete their tasks and provide positive feedback
  • Ensuring food safety as top priority, making sure all food is safe for customer consumption to Taco Bell standards
  • Ensure food is of good quality, and that orders are accurate
  • Conduct daily food safety audits, and monitor food preparation and order fulfillment
  • Delivered top-notch customer service, demonstrating a strong adherence to proper cash handling protocols.
  • Greet customers with a smile, and resolve complaints quickly while maintaining positive customer relations
  • Managed and upheld high standards for restaurant hygiene and appearance
  • Performed regular checks on facility and equipment to maintain a safe environment for employees and customers
  • Maintained cleanliness of parking lots, grounds, and interior by sweeping, mopping, and cleaning.
  • Implemented policies, managed customer feedback and increased customer retention by delegating team members effectively.
  • Ensured adherence to safety, security, cash management, inventory, and labor policies and procedures.
  • Supported restaurant leader and consistently boosted employee morale
  • Responsible for opening and closing the restaurant without management supervision and executing food and supply deliveries.

Alorica - Marlette Financing CSR/fraud

Alorica
01.2022 - 12.2022
  • Clarified customer complaints and determined causes of service problems
  • Processed customer adjustments to maintain financial accounts
  • Collected and analyzed customer information to recommend potential products or services to management based on customer needs
  • Efficiently managed a heavy influx of phone calls
  • Developed lasting connections through effective and transparent communication.
  • Recorded and documented customer interactions, managed customer accounts, and organized verifiable documents
  • Followed communication procedures, guidelines, and policies
  • Exceeded customer expectations by consistently going above and beyond to engage and fulfill their requirements.
  • Utilized outbound calls for customer outreach and account information verification
  • Provided warm greetings and determined purpose of customer calls.
  • Maintained high levels of customer retention
  • Assisted in the verification of employment and ensured receipt of all necessary documents.
  • Provided consultation on products/services
  • Gather essential details including addresses, phone numbers, and payment information.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.

CSR, Sales

Spectrum
09.2020 - 11.2022
  • Built strong relationships with clients, leading to repeat business and referrals.
  • Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
  • Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
  • Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
  • Delivered exceptional service, consistently meeting or exceeding performance metrics.
  • Exceeded monthly quotas consistently by effectively managing time and prioritizing tasks aligned with organizational objectives.

Education

High School Diploma -

Lincoln High School
Nebraska, NE
01.2017

Skills

  • Call center experience
  • Customer Focus
  • Complaint Handling
  • CRM Software
  • Critical Thinking
  • Problem-solving abilities
  • Conflict Resolution
  • Customer Retention
  • Follow-up skills
  • Order Fulfillment
  • Account Management

Timeline

Taco Bell CSR/shift lead

Taco Bell
02.2023 - Current

Alorica - Marlette Financing CSR/fraud

Alorica
01.2022 - 12.2022

CSR, Sales

Spectrum
09.2020 - 11.2022

High School Diploma -

Lincoln High School

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Darcy Cruz