Jose Ruiz
Sr. Customer Service Representative
Philadelphia,PA
Summary
Bilingual customer experience professional with 7 years of business and administrative leadership, known for resolving complex customer issues and driving service excellence. Proven ability to streamline operations, support sales goals, and enhance client satisfaction through clear communication and proactive problem-solving. Fluent in English and Spanish, with a strong track record of fostering positive relationships across teams and customer bases.
Overview
2026
2026
years of professional experience
2
2
Languages
Work History
Team Lead
Ciocca Automotive
01.2023 - 03.2025
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Implemented training programs for new staff, enhancing knowledge of dealership software and customer service protocols.
- Trained new team members by relaying information on company procedures and safety requirements.
Photographer/ Business Owner
Bokeh Lane Photography
04.2016 - 12.2023
- Oversaw daily operations, including scheduling photo shoots, coordinating with vendors, and managing logistics to ensure seamless execution of services.
- Coordinated, photographed, and produced high-quality images for both print and internet distribution for 150+ shoots a year.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Conducted detailed pre-shoot consultations to understand client needs, leading to highly personalized and satisfactory outcomes.
- Managed multiple projects simultaneously by prioritizing deadlines and maintaining excellent organization.
Assistant Warehouse Manager
H&S Fashion Group
01.2014 - 01.2017
- Assisted in managing daily warehouse operations, ensuring timely receipt, storage, and distribution of inventory.
- Onboarded, trained and supervised 5-person warehouse staff with strong record of meeting schedule and performance goals.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
Appointment Coordinator
Ciocca Automotive
Education
Associate of Arts - Digital Imaging
Art Institute of Washington
Arlington, VASkills
Coaching and mentoring
Conflict resolution
Process improvement
Time Management
Bilingual (English/Spanish)
Task delegation
Client support
Escalation handling
Accomplishments
Recognized as a top performing agent on numerous occasions with inbound conversion rates averaging 96% or more.
Recognized as a top performing agent with over 2,000 outbound calls in a month.
Timeline
Team Lead
Ciocca Automotive
01.2023 - 03.2025
Photographer/ Business Owner
Bokeh Lane Photography
04.2016 - 12.2023
Assistant Warehouse Manager
H&S Fashion Group
01.2014 - 01.2017
Appointment Coordinator
Ciocca Automotive
Associate of Arts - Digital Imaging
Art Institute of Washington
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