Desiree Cruceta
Newark,NJ
Summary
Adept at managing high-stress situations, I enhanced customer loyalty at Xeron Clinical Laboratories through empathetic dispute resolution and efficient problem-solving. Skilled in Microsoft Excel and active listening, I significantly contributed to team development and customer satisfaction, demonstrating a keen ability to maintain professionalism and drive positive outcomes. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Xeron Clinical Laboratories
10.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Processing Samples (Accessioning)
BioReference Laboratories
11.2014 - 06.2019
- Minimized errors with rigorous attention to detail and adherence to established protocols when collecting and storing samples.
- Maintained a safe working environment through diligent adherence to safety guidelines when dealing with potentially harmful substances during the sampling process.
- Demonstrated adaptability by quickly adjusting to changing project requirements or environmental conditions during the sampling process.
- Supported colleagues in troubleshooting complex sampling challenges, offering practical solutions based on experience and expertise.
Direct Support Professional
Devereux
02.2014 - 04.2016
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
Education
No Degree - Medical Administration
Monroe College
Bronx, NY04.2025
High School Diploma -
Heritage Hight School
Palm Bay, FL05.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Computer Proficiency
- Microsoft Excel
- Professional telephone demeanor
- Microsoft Outlook
- Follow-up skills
- Staff Training
- Filing
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Representative
Xeron Clinical Laboratories
10.2020 - Current
Processing Samples (Accessioning)
BioReference Laboratories
11.2014 - 06.2019
Direct Support Professional
Devereux
02.2014 - 04.2016
No Degree - Medical Administration
Monroe College
High School Diploma -
Heritage Hight School
Similar Profiles
Patricia CockrellPatricia Cockrell
Phlebotomist at Xeron Clinical LaboratoriesPhlebotomist at Xeron Clinical Laboratories
Mark RawlingsMark Rawlings
Salesperson at Xeron Clinical LaboratoriesSalesperson at Xeron Clinical Laboratories
Charlie O'ConnorCharlie O'Connor
Histotechnologist at Alverno Clinical LaboratoriesHistotechnologist at Alverno Clinical Laboratories