Kala Marie Arias Cruz

• Handled customer complaints quickly and professionally to restore customer confidence and prevent
• Educated customers about billing, payment processing and support policies and procedures.
• Managed timely and effective replacement of damaged or missing products.
• Responded proactively and positively to rapid change.
• Compiled department-specific reports to help senior managers identify trends and improve progress.
• Built rapport with clients through active listening, empathy, and understanding of their individual needs.
• Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
• Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
• Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
• Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
• CXperts bought Radial and switch my job to the Estee vertical

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
• Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
• Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
• Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
• Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
• Educated customers about billing, payment processing and support policies and procedures.
• Managed timely and effective replacement of damaged or missing products.

Keuring Customer Service Supervisor Team Lead

• Maximized performance by monitoring daily activities and mentoring team members.
• Accomplished multiple tasks within established timeframes.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Graded Calls, updated Etime, floor walked, trained new comers, and had so much fun doing it.
• Analyzed quality and performance data to support operational decision-making.
• Trained and mentored 25 new personnel hired to fulfill various roles.
• Developed ongoing strategies to optimize for email performance and conversions.
• Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
• Streamlined troubleshooting processes for increased productivity and reduced downtime.
• Delivered high-quality technical support to customers, building strong relationships and fostering loyalty.
• Identified root causes of recurring issues, implementing long-term solutions to prevent future occurrences.

• Achieved high levels of client satisfaction through attentive communication skills and genuine interest in helping clientele reach their personal style goals.
• Assisted clients with selecting clothing pieces based on body type, personal style preferences, and budget limitations.
• Maximized brand sales by leveraging opportunities for upselling additional clothing items, shoes, and accessories.
• Participated in team meetings and staff training sessions.
• Provided emotional support and companionship to clients.
• Contributed to the growth of returning clientele base by consistently delivering top-notch service infused with expert knowledge about current fashion styles.
• Established a positive shopping environment by maintaining an organized workspace, quickly addressing customer inquiries, and providing prompt assistance when needed.
• Reduced return rates by accurately assessing customer needs and suggesting complementary clothing items or accessories for purchase consideration.