Katherine De La Cruz
Customer Service Supervisor
Santo Domingo Norte,Santo Domingo
Summary
Persistent and highly motivated Telemarketer with a flair for sales and marketing. Looking to secure a position in a thriving and fast-paced environment where excellent customer service skills will be utilized and appreciated.
Overview
8
8
years of post-secondary education
8
8
years of professional experience
Work History
Outbound Sales Representative
Scaling With ISA
01.2021 - Current
- Skilled at client management software and computer dialing.
- Set up appointments with interested customers according to schedule availability.
- Established excellent sales ability and strong interpersonal skills with confident and persuasive approach.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Assisted with training and orientation of new employees.
Virtual Executive Assistant
AM REAL ESTATE
12.2020 - 02.2021
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
- Organized international and domestic travel arrangements for up to 4 staff members, including all transportation and hotel stays.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
Customer Service Supervisor
Outplex
Santo Domingo Norte, Distrito Nacional
08.2016 - 11.2020
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Codified office structures and processes to promote teamwork and performance.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Quality Analyst Lead
ADVENSUS
Santo Domingo Norte, Distrito Nacional
01.2014 - 07.2016
- Partnered with management to create, develop and implement quality initiatives.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Developed and maintained quality assurance procedure documentation.
- Monitored inbound and outbound calls made by 40 employees to provide constructive feedback.
- Edited, proofed and critiqued Inbound phone scripts to improve functionality.
- Crafted training materials and ran on-boarding sessions to train 15-20 incoming team members.
Sales and Customer Service Representative
ADVENSUS
Santo Domingo Norte, Distrito Nacional
12.2012 - 01.2014
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Provided information to customers regarding AT&T's charge card and loyalty program and helped to open and activate new accounts.
- Answered constant flow of customer calls with up to 60 calls in queue per minute.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
Education
English Immersion Program - English
Universidad Nacional Pedro Henríquez Ureña
Av. John F. Kennedy 1/2, Santo Domingo 01.2012 - 01.2013
Bachelor of Journalism -
Universidad Autonoma De Santo Domingo
Av. Alma Mater Zona Universitaria 09.2009 - 12.2012
High School Diploma -
ABC SCHOOL CENTER
Residencial Jardines De Tenerife, Calle 14 3 08.2005 - 09.2009
Skills
Budgeting and reporting
Personnel training and development
Staff education and training
Effective problem solver
Adherence to high customer service standards
Sales proficiency
Timeline
Outbound Sales Representative
Scaling With ISA
01.2021 - Current
Virtual Executive Assistant
AM REAL ESTATE
12.2020 - 02.2021
Customer Service Supervisor
Outplex
08.2016 - 11.2020
Quality Analyst Lead
ADVENSUS
01.2014 - 07.2016
Sales and Customer Service Representative
ADVENSUS
12.2012 - 01.2014
English Immersion Program - English
Universidad Nacional Pedro Henríquez Ureña
01.2012 - 01.2013
Bachelor of Journalism -
Universidad Autonoma De Santo Domingo
09.2009 - 12.2012
High School Diploma -
ABC SCHOOL CENTER
08.2005 - 09.2009