JENNIFER DE LA CRUZ
Wausau,WI
Summary
Knowledgeable and dedicated customer service professional with over 10 years' experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. 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
11
11
years of professional experience
Work History
Customer Relations Representative
Game One
07.2022 - 09.2024
- Managed a high volume of customer contacts and communication through phone and email each day
- Communicated with customers and/or the sales representative regarding order status from inception through shipment and invoicing ensuring total customer satisfaction
- Assisted customers with artwork approval, changed orders, questions, concerns, and requests, while keeping the sales representative informed
- Processed updates accurately within the ERP system
- Worked with all decoration and fulfillment departments to assist with ensuring accuracy and timeliness of fulfillment
- Ran various reports on a daily and weekly basis to monitor the status of orders, manage open order queues, troubleshooting as necessary to ensure timely and accurate order completion
- Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
Sales Support Representative
Foot Locker
09.2019 - 07.2022
- Created and processed orders in a timely manner and reviewed pending orders to verify adherence to fulfillment schedule
- Learned and frequently used multiple sales systems to investigate, track and correct customers' issues
- Performed data entry for sales figures, metrics, and other customer data, maintaining information in organized and accessible manner
- Managed administrative duties of sales team as required, effectively anticipating, and meeting day-to-day operational needs
- Assisted customers with sales needs such as inventory and shipping questions
Assistant Manager
Perkins Restaurant & Bakery
01.2016 - 02.2019
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Created organization systems for inventory control, merchandising, financial reports, and schedules, dramatically increasing operational efficiency
- Planned team-building exercises to increase employee performance and job satisfaction
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
Server
Perkins Restaurant & Bakery
10.2013 - 01.2016
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers
- Worked with POS system to place orders, manage bills and handle complimentary items
- Used slow periods to restock supplies, ice, trays, and delivery bags
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs
- Resolved guest and employee issues to maintain complete customer satisfaction and workforce effectiveness
- Trained new employees
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods
Education
High School Diploma -
Wausau West High School
Wausau, WIAssociate of Arts -
North Central Technical College
Wausau, WI10.2026
Skills
- Customer service excellence
- Microsoft Office
- Excellent Written and Verbal Communication
- People Management
- Teamwork and Collaboration
- Strategic Thinking
- Planning and Delivery
- Time Management
- Problem-solving
- Data Entry
- Administrative Support
- Customer Relationship Management
Timeline
Customer Relations Representative
Game One
07.2022 - 09.2024
Sales Support Representative
Foot Locker
09.2019 - 07.2022
Assistant Manager
Perkins Restaurant & Bakery
01.2016 - 02.2019
Server
Perkins Restaurant & Bakery
10.2013 - 01.2016
High School Diploma -
Wausau West High School
Associate of Arts -
North Central Technical College
Similar Profiles
John WelchJohn Welch
Sales Representative at Game OneSales Representative at Game One
Michael McCarrollMichael McCarroll
Sales Representative at Game OneSales Representative at Game One
Jillian FigginsJillian Figgins
Screen Printer at Game OneScreen Printer at Game One