Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Timeline
Generic

Ernesto Cruz

Miami,FL

Summary

Enthusiastic and experience customer service specialist with a passion for giving outstanding and efficient support, with a track record of success. I have constantly received top performance awards throughout my career in recognition to my great achievements and constant commitment to going above and beyond objectives. I have a positive and self-motivated attitude that drives me to always look for methods that will enhance my performance.

Team player, always looking to help others, and ease to adapt to different environments and situations.

Overview

3
3
years of professional experience

Work History

Digital Selling and Customer Service Specialist

Macy's
Miami, FL
09.2023 - Current
  • Maintained a high level of professionalism while interacting with customers via phone or email.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Provided assistance to customers in navigating website, placing orders, and resolving complaints.
  • Processed returns, refunds, exchanges according to company policies and procedures.

Remote Chat Support Specialist

DexHive BPO
Managua, Nicaragua
06.2021 - 01.2024
  • Provided customer service to participants of "The Conqueror Challenges" app, enabling a global community of 300k runners to digitally track their progress in virtual race challenges, set in major landmarks.
  • Resolved 300+ weekly customer service inquiries, addressing app troubleshooting issues, logistics issues regarding delivery of physical medals, and customer feedback requests.
  • Earned the Employee of the Month award, multiple times, by earning perfect customer and Quality Analysts reviews, demonstrating exceptional issue resolution skills.
  • Worked in side projects, such as data entry and delivery addresses verification.

Education

MBA - Marketing

Universidad Americana
Managua, Nicaragua
09-2023

BBA - Business Administration

Universidad Americana
Managua, Nicaragua
07-2019

Skills

  • Critical thinking
  • Problem solving
  • Customer service
  • Computer literacy
  • Organizational skills
  • Continuous Improvement and learning

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Affiliations

Music Production

Timeline

Digital Selling and Customer Service Specialist

Macy's
09.2023 - Current

Remote Chat Support Specialist

DexHive BPO
06.2021 - 01.2024

MBA - Marketing

Universidad Americana

BBA - Business Administration

Universidad Americana

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Ernesto Cruz