Kelly Cruz
Bakersfield,CA
Summary
Dynamic customer service professional with extensive experience at Walmart, excelling in team leadership and conflict resolution. Proven ability to enhance customer satisfaction and optimize front-end performance. Skilled in time management and product restocking, consistently achieving high productivity goals while fostering a collaborative work environment.
Overview
14
14
years of professional experience
Work History
Front End Associate
Walmart
Bakersfield, CA
08.2025 - Current
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Welcomed and engaged customers, offering assistance with locating or retrieving merchandise.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
Picker
Amazon
Bakersfield, CA
02.2023 - 07.2025
- Worked fast to meet assigned daily picking quotas.
- Pulled orders quickly to maintain demanding productivity goals.
- Maintained a clean and organized warehouse, ensuring easy access to products for efficient picking.
- Expedited the picking process for faster order fulfillment using handheld scanners and inventory management software.
- Used RF scanners to track orders and verify accuracy.
- Scanned and verified UPC codes for all products to aid in identification.
People Leader
Walmart
Bakersfield, CA
05.2015 - 08.2019
- Developed a positive work environment through active listening, empathy, and providing constructive feedback.
- Facilitated conflict resolution sessions to maintain a positive work environment and team cohesion.
- Collaborated with senior management on long-term strategic planning initiatives for growth.
- Developed training programs to elevate team performance and employee engagement.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Assisted in recruitment to build team of top performers.
Customer Service Manager
Walmart
Bakersfield, CA
08.2011 - 03.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Education
South High
Bakersfield, CA06.1992
Skills
- Customer service
- Time management
- Front-end performance optimization
- Product restocking
- Team contribution
Timeline
Front End Associate
Walmart
08.2025 - Current
Picker
Amazon
02.2023 - 07.2025
People Leader
Walmart
05.2015 - 08.2019
Customer Service Manager
Walmart
08.2011 - 03.2018
South High