Demyra Cruz
Phoenix,AZ
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Customer Success Manager
Hammoq Inc
01.2021 - Current
- Structure and implement on-boarding process and work flow
- Take ownership of accounts and manage their on-boarding, success, retention and renewal processes
- Consult regularly with clients to fully understand their needs and actively solve pain points
- Collaborate with product development, marketing, and sales teams to communicate customer needs to design ideal customer experience
- Manage customer projects ensuring successful completion on time and within budget
- Ensures clients receive requested products and services in a timely fashion
- Bridge any gaps between operations, customer success and sales team
- Builds strong rapport with key decision-makers,to expand the company’s reach and influence within each account
- Acts as the day-to-day interface between assigned clients and the company
- Executes goals, strategies, and objectives for accounts
- Develops and maintains long-term relationships with accounts, advocating on the client’s behalf internally and on the company’s behalf with accounts.
- Lead process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitor metrics and developed actionable insights to improve efficiency and performance.
Administrative Assistant / Content Creator
01.2021 - 01.2021
- Prioritizes tasks with a sense of urgency and use of time efficiently and effectively
- Organizes events, creates flyers and other marketing materials to advertise upcoming events
- Develops marketing presentations
- Collaborates with clients in the visualization, design concept and product creation within established deadlines
- Answers emails and social media inquiries.
Customer Service Representative
Capital One
01.2019 - 01.2021
- Managed large amounts of inbound and outbound calls in a timely manner
- Followed communication “scripts” when handling different topics
- Identified customers’ needs, clarified information, researched every issue and provided solutions to customers banking issues and notating them in the database
- Seized opportunities to upsell products when they arose
- Established relationships and engaged customers by going the extra mile
- Assisted clientele with website and mobile app troubleshooting
- Educated consumers on how to use an array of digital products
- Fulfilled personal and team metrics.
Licensed Insurance Producer
Primerica Financial Services
01.2018 - 01.2019
- Established client base using practical and innovative techniques
- Facilitated clientele engagements to assess and determine long-term financial goals
- Drafted contracts, defined coverage's, and routinely evaluated customer needs
- Maintained required education and licensing.
Support Specialist
Modern Dental Laboratory USA
Wilmington, DE
01.2016 - 01.2019
- Troubleshooted incoming consumer requests and triaged calls to the appropriate departments with precision
- (technical & Customer)
- Provided a high level of customer service and technical expertise to client care providers
- Processed incoming dental product requests and outgoing finished product shipments.
Dental Laboratory Technician
Dodd Dental Lab
New Castle, DE
01.2008 - 01.2016
- Performed quality control assessments and prepared corresponding reports
- Assisted team with overflow work in the prep room pouring models for new impression requests
- Logged cases into the system as they were received, lab work; consisting primarily of opaquing (preparing metal for porcelain)
- Worked with a high level of independence, attention to detail and efficiency required; consistently and regularly achieving productivity benchmarks.
Sales Associate
Radio Shack
Wilmington, DE
01.2013 - 01.2014
- Answered customer questions regarding electronic inventory, availability, various products and services
- Provided backup coverage for team members and assisted team members during high volume periods
- Maintained client satisfaction by responding to problems quickly and by utilizing efficient interpersonal tactics
- Processed standard transactions and used discretion in dealing with clients to ensure quality service standards were delivered effectively
- Implemented efficient opening and closing procedures.
Sales Associate
Party City
Wilmington, DE
01.2006 - 01.2009
- Appointed as acting manager when needed
- Communicated staff updates comprehensively and in a timely manner
- Monitored processing stream for efficiency Assisted customers to ensure excellent service
- Handled financial transactions
- Checked, organized, and replenished inventory
- Processed incoming shipments and conducted weekly production audits.
Education
Certificate in Digital Marketing, Generation Program -
Delgado Community College
New Orleans, LA2021
High School Diploma -
Paul M. Hodgson Vocational Technical High School
Newark, DE2008
Skills
- Effective verbal communication and interpersonal skills
- Proficient in multitasking
- Excellent presentation skills
- Experience in conflict resolution and problem-solving
- Website design and development
- Photo and video editing
- Youth Mentor
- Salesforce CRM Experience
- Certified Yoga & Mindfulness Instructor
- Client Interactions
- Quality Control Standards
- Customer Service Process Improvement
- SaaS Platform
Timeline
Customer Success Manager
Hammoq Inc
01.2021 - Current
Administrative Assistant / Content Creator
01.2021 - 01.2021
Customer Service Representative
Capital One
01.2019 - 01.2021
Licensed Insurance Producer
Primerica Financial Services
01.2018 - 01.2019
Support Specialist
Modern Dental Laboratory USA
01.2016 - 01.2019
Sales Associate
Radio Shack
01.2013 - 01.2014
Dental Laboratory Technician
Dodd Dental Lab
01.2008 - 01.2016
Sales Associate
Party City
01.2006 - 01.2009
Certificate in Digital Marketing, Generation Program -
Delgado Community College
High School Diploma -
Paul M. Hodgson Vocational Technical High School
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