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
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
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