Kathleen Cruz
Philadelphia,PA
Summary
Personable and dedicated customer service specialist with over 6 years of customer service experience and ability to adapt in all work environments. Proven ability to thrive under pressure and handle high-volume customer inquiries while maintaining exceptional service standards. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Office Administration Coordinator
Allure Window Treatments
Philadelphia, PA
02.2023 - Current
- Organized and arranged installation and consultation appointments with clients, prioritizing their availability and preferences, using Service Fusion.
- Optimized installers' schedules for maximum productivity.
- Identified necessary repair services by understanding clients' specific issues through a comprehensive gathering of detailed information.
- Effectively communicated service visit details to technicians, ensuring their understanding of installation and repair requirements before each visit.
- Maintained detailed records of all installations, repair requests, and details, documenting the nature of any outstanding issues, and the outcome of repair visits.
- Regularly informed clients about their orders' progress by updating them on key milestones, including processing, manufacturing production, shipment, and delivery; addressing any possible delays promptly, and providing the new expected turnaround time via email.
- Acquire certificates of insurance for high-rise buildings and commercial spaces as part of the preparation for our technicians' arrival to perform window treatment installations.
- Computed balances, totals or commissions to support accounting team.
- Summarized and analyzed data from sources to create detailed documents, reports and high-level presentations.
- Generated status reports for senior management activities critical to meeting project and departmental goals.
Personal Caregiver
Open Arms Care
Philadelphia, PA
01.2022 - 07.2023
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Preparing each patient room with necessary items such as blankets, pillows, medical equipment, and bathroom needs.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
- Assisted patients with bathing, dressing, daily hygiene care and grooming.
- Monitoring patient vitals and patient behavior and reporting them to nursing and medical staff.
- Followed care plan and directions to administer medications.
- Accompany patients to appointments.
- Maintained clean and well-organized environment for client happiness and safety.
Fulfillment Center Associate
Beautylish
Philadelphia, PA
01.2021 - 04.2022
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Achieved productivity and accuracy standards to meet company guidelines.
- Selected products and items from shelves and pallets for customer orders.
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Tracked outgoing orders to provide shipping status to customers.
- Retained high level of knowledge of company's products and services to deliver information on complementary offerings and increase cross-selling.
- Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service via email.
Team Manager
Naf Naf Grill
Philadelphia, PA
05.2017 - 12.2020
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Followed recipes and customer requests to prepare meals.
- Checked and recorded refrigerator and freezer temperatures to maintain food quality and freshness.
- Operated grills, fryers and broilers to cook items to quality guidelines.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Concierge
Loews Hotel
Philadelphia, PA
03.2015 - 04.2017
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
- Handled mail and package deliveries, keeping items secure.
- Maintained guest privacy and building reputation by keeping information confidential.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Responded to inquiries and room requests made online, by phone and via email.
- Input customer data into reservation systems and updated to reflect room changes.
- Scheduled space or equipment for special programs, meetings and conferences.
- Handled payment processing and provided customers with receipts and proper bills and change.
Education
High School Diploma -
Thomas Edison High
Philadelphia, PASkills
- Extraordinary customer service, communication, and interpersonal skills
- Detail-oriented, strong organizational skills, with the ability to carry out tasks with minimal supervision
- Computer literacy (eg, Microsoft, Outlook, Service Fusion)
- Meticulous worker; attentive to quality and detail Prioritize customer needs and satisfaction
- Collaboration with colleagues, providing support, and assistance to team members
Timeline
Office Administration Coordinator
Allure Window Treatments
02.2023 - Current
Personal Caregiver
Open Arms Care
01.2022 - 07.2023
Fulfillment Center Associate
Beautylish
01.2021 - 04.2022
Team Manager
Naf Naf Grill
05.2017 - 12.2020
Concierge
Loews Hotel
03.2015 - 04.2017
High School Diploma -
Thomas Edison High
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