Johnathan De La Cruz
Fort Lauderdale,FL
Summary
Dedicated Quality Assurance Specialist with extensive experience in customer service, team leadership, and process improvement. Skilled in mentoring, coaching, and developing team members to deliver exceptional service. Strong ability to analyze data, improve quality standards, and collaborate with cross-functional teams, including Directors, Operations Managers, and Human Resources. Experienced in AI-driven quality assurance projects to enhance company productivity.
Overview
8
8
years of professional experience
Work History
Customer Care Quality Assurance Specialist
Seminole Hard Rock Support Services
Hollywood, FL
05.2019 - Current
- I started off as a Customer Service Representative, assisting with any invoicing questions about customers' charges after their hotel stay with us, collecting payments that they may owe us, and issuing refunds, of course, after investigating first.
- Promoted to Customer Care Team Leader in 2022, overseeing a team of 10 to 21 agents to improve performance and customer satisfaction.
- Supervised daily operations, monitored compliance risks, and provided coaching to enhance agent performance.
- Promoted to Quality Assurance Specialist in 2023, conducts audits of customer interactions, averaging 156 evaluations per month.
- Works closely with Business Partner Operations overseas, auditing calls, and conducting weekly calibrations to align service standards.
- Collaborates with Business Analysts and IT teams to audit AI Virtual Assistant interactions for both chat and phone services, providing feedback for optimization.
- Develop and execute UAT test plans, test cases, and test scripts to ensure software meets business requirements.
Customer Service Associate
Sixt Rent a Car LLC
06.2017 - 04.2019
- Assisted customers globally with any invoice or billing questions they had when they dropped off their rental vehicle.
- Multi-tasking with customers over the phone, and when no calls were coming in, I would work on emails to assist customers, as well as assist with any invoicing, billing issues, and collecting payments from past reservations.
- Partnered with companies such as Expedia, Hotwire, Priceline, and more, and assisted them with any inquiries they had about our company.
- I was made Employee of the Month in my third month at the company.
Customer Service Associate
IQOR
Miramar, FL
12.2016 - 06.2017
- Answered phone calls at a contact center for, for customers that wanted insurance via Sprint
- Responsibilities such as keeping my cube clean at all times and meeting my sales goal at the end of the day
- Multi-tasking with customers over the phone making sure I had always had a positive attitude during the call and inputted data into the system
Education
Standard Diploma -
McArthur High School
Hollywood, FL06.2014
Skills
- Quality assurance
- Customer service and satisfaction
- Training and mentorship
- Team leadership and coaching
- Data Analysis and Reporting
- AI Auditing and Process Improvement
- Conflict Resolution and Problem-Solving
- Multitasking and time management
- Technical Literacy
Languages
Bilingual in English and Spanish
Timeline
Customer Care Quality Assurance Specialist
Seminole Hard Rock Support Services
05.2019 - Current
Customer Service Associate
Sixt Rent a Car LLC
06.2017 - 04.2019
Customer Service Associate
IQOR
12.2016 - 06.2017
Standard Diploma -
McArthur High School
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