Jacob Cruz
San Antonio,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
IBEX Global
04.2024 - Current
- 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.
General Warehouse Associate
TJX Distribution Center
12.2023 - 03.2024
- Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Safely operated various warehouse equipment, including forklifts, pallet jacks, and hand trucks, to move products efficiently.
- Assisted in training new hires on best practices for safe equipment operation, inventory management strategies, and overall job responsibilities.
Machine operator
Higuchi manufacturing
01.2023 - 07.2023
- Complied with company and OSHA safety rules and regulations.
- Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
- Loaded raw materials into machines and unloaded finished products to keep manufacturing process running smoothly.
- Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes within the production environment.
Content Moderator
TaskUs Harlingen
07.2021 - 07.2022
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Supported user satisfaction through prompt resolution of reported concerns regarding offensive or inappropriate material.
Fraud Analyst
Advanced Call Center Technologies, LLC Harlingen
10.2019 - 08.2020
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
Assistant Manager
Burger King
08.2017 - 06.2019
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
Crane Operator
Coil Plus Texas
03.2015 - 02.2017
- Operated large cranes to lift and move materials with precision and accuracy.
- Used hand signals, verbal communication and radio to reduce risks in coordinating crane movements.
- Operated mobile crane and moved materials to various locations to meet job schedule demands.
Education
GED -
Samuel Clemens High School
Schertz, TXSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Complaint Handling
Timeline
Customer Service Representative
IBEX Global
04.2024 - Current
General Warehouse Associate
TJX Distribution Center
12.2023 - 03.2024
Machine operator
Higuchi manufacturing
01.2023 - 07.2023
Content Moderator
TaskUs Harlingen
07.2021 - 07.2022
Fraud Analyst
Advanced Call Center Technologies, LLC Harlingen
10.2019 - 08.2020
Assistant Manager
Burger King
08.2017 - 06.2019
Crane Operator
Coil Plus Texas
03.2015 - 02.2017
GED -
Samuel Clemens High School