Jesedel Cruz Tyson
Tucson,AZ
Summary
Knowledgeable and dedicated customer service professional with 3 1/2 years of experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven multitasking abilities. Motivated to maintain customer satisfaction and contribute to company success. Utilizes company support resources, personal expertise, and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through.
Overview
3
3
years of professional experience
Work History
Call Center Representative
Transamerica
07.2022 - Current
- Answer inbound calls, assist Participants with filling out forms,answer questions on Plan guidelines, and service offered.
- Obtain information from a variety of source/systems and analyze account activity.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards..
- Met customer call guidelines for service levels, handle time and productivity.
- Monitor process queues to ensure service level agreements are met
- Assist with navigation of various tools offered on Salesforce, AWD, Chorus, etc
- Develop and maintain relationships, help set expectations on processing times and peak times
- Maintain a good understanding of retirement market products, procedures, and systems.
Customer Advocate Associate
Hargray Communications
11.2020 - 07.2022
- Responsible for addressing various customer inquiries and issues while providing customer delight via telephone, email, and webchat
- Helps and guides customers with billing statements, adjusting billing, handling complaints, product packages, and service issues
- Experience in programs/interfaces to include Hargray Enterprise Systems (HES) and
- Bold Chat, as well as Microsoft Outlook, Word, and Excel
- Handling 3-4 chats while ensuring emails are answered in timely manner
- Great attention to detail with ability to address multiple customer inquiries while recognizing opportunities to up-sell existing customer services
- Self-motivated problem-solver that thrives in fast-paced work environments while taking great care in attendance and punctuality
- Aided team members with training
- Assisted with Emergency Broadband program
- Main Chatter
- Assisted Technicians in field with SPD ticket system
- Exceeds monthly metric goals.
- Promoted and up-sold products and services to meet needs of customers.
- Increased sales by offering advice on purchases and promoting additional products.
Customer Service
Amazon
03.2020 - 11.2020
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Answered constant flow of customer calls and chats with minimal wait times
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Communicated with vendors regarding backorder availability, future inventory and special orders
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Cross trained in multiple departments, General services, Heavy & Bulk, Registries/Wishlist’s and Prime now
- Exceed weekly metric goals.
Education
High School Diploma -
Interlachen High School
06.2011
Skills
- Ability to multitask effectively in a fast-paced environment
- Assisted in the development of training material and resources
- Strong critical thinking skills
- Knowledgeable in retention strategies and conflict resolution techniques
- Active listener with professional speaking ability and experience
- Expert in MS Outlook, MS Excel, MS PowerPoint, Adobe Acrobat
- Positive attitude and enthusiasm
- Experience in prioritizing tasks and time to ensure efficiency
- Sales experience
- Fast learner
- Detail orientated
Accomplishments
- Assisted in the Emergency Broadband program
- Main Chatter
- Assist with SPD ticket system, assisting Techs in the field
- Received Top TAC Referral
- $1 million (TAC Million Dollar Club)
Timeline
Call Center Representative
Transamerica
07.2022 - Current
Customer Advocate Associate
Hargray Communications
11.2020 - 07.2022
Customer Service
Amazon
03.2020 - 11.2020
High School Diploma -
Interlachen High School