Kimberly Cruz
La Grange,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
CSR for Electric Company
Smart BPO LLC ( Value Power)
05.2022 - Current
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
Boutique Owner
Myself
08.2020 - 12.2021
- Tracked store inventory and coordinated new purchases to keep adequate merchandise on hand for sustained sales.
- Oversaw merchandising strategies to effectively showcase clothing products with eye-catching displays.
- Created comfortable and inviting boutique environment to make customers feel welcomed and happy to make purchases.
- Empowered customers to make informed decisions by educating on product and service offerings and current industry trends.
911 Emergency Dispatcher
Fayette County Sheriff's Department
09.2018 - 08.2020
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Read system maps and caller information, and documented details in system.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
General Manager
Sealand Seafood
09.2015 - 08.2018
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budget implementations, employee evaluations, and contract details.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
Criminal Justice
Everest College - Colorado Springs
Colorado Springs, CO01.2011
Skills
- Technical Proficiency
- Complaint Handling
- Customer Focus
- Multitasking
- Time Management
- Problem Solving
- Adaptability
- Quality Assurance
- Positive Attitude
- Call Center Experience
Timeline
CSR for Electric Company
Smart BPO LLC ( Value Power)
05.2022 - Current
Boutique Owner
Myself
08.2020 - 12.2021
911 Emergency Dispatcher
Fayette County Sheriff's Department
09.2018 - 08.2020
General Manager
Sealand Seafood
09.2015 - 08.2018
Criminal Justice
Everest College - Colorado Springs
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