Leona Cruzado
Bronx,USA
Summary
Dynamic professional with expertise in customer experience and support, honed at Citibank. Proven track record in enhancing customer satisfaction and driving sales growth. Skilled in Salesforce and adept at fostering strong client relationships. Successfully improved service efficiency by 20%, leveraging technical support and training to exceed expectations.
Overview
7
7
years of professional experience
Work History
Universal Banker
Citibank
The Bronx, New York
02.2024 - Current
- Processed deposits, withdrawals, loan payments, and cashed checks accurately.
- Assisted with account openings, closures, maintenance, and mobile banking support.
- Promoted bank products and services, identifying cross-selling opportunities to increase customer engagement.
- Greeted customers, addressed inquiries, and resolved issues to enhance customer satisfaction.
- Cultivated strong customer relationships by clearly communicating complex financial information, ensuring informed decision-making.
- Managed cash drawer, balanced transactions, and identified counterfeit currency effectively.
- Ensured compliance with banking regulations and internal policies.
- Utilized technological proficiency to enhance digital banking service delivery.
Customer Experience Coordinator
SHISEIDO
New York, USA
06.2023 - Current
- Facilitated inter-departmental communication to enhance customer support.
- Coordinated and led escalations, chargebacks, and social media responses.
- Provide CE team with support to ensure high quality and accurate information is provided via chat, email, and phone.
- Utilize CRM to record, track, and manage inquiries.
- Managed merchant processing issues across multiple platforms, ensuring seamless transactions.
- Assist and enroll individuals into licensed professional programs.
- UAT across brand websites for launches, releases, as well as CRM program for call center and team.
- Created spreadsheets, word documents, and PowerPoint presentations to support ongoing projects.
- Compiled reports on social media and PR collaborations to track engagement and effectiveness.
- Management of BBB escalations and spam emails.
Customer Experience Specialist
Fur
New York, USA
10.2022 - 03.2023
- Deliver timely and on-brand customer communication across emails via the customer service platform Gorgias for Pros & Fur You Customers.
- Monitored Instagram comments, Facebook DMs, and Fur Professionals Facebook group to ensure timely customer engagement.
- Reviewed orders for Fur Professionals each day to ensure accurate processing.
- Liaise with our fulfillment team to coordinate returns, missing packages, and unfulfilled orders.
- Communicated customer feedback to team members, collaborating to eliminate customer roadblocks.
- Compile data on customer service emails and identify trends.
- Assist with incoming product reviews on the Yotpo platform.
- Review and approve Fur Professionals' applications daily and create Shopify accounts.
- Assisted with Fur Professionals' webinar requirements and certifications to facilitate professional development.
Customer Experience Specialist
Fresha
New York, USA
01.2022 - 03.2022
- Become a product expert and proactively inform and educate partners about new product features and functionalities to ensure their success with Fresha.
- Resolve partners' queries related to the product, via email and phone, in a helpful, and professional manner.
- Utilized critical thinking to address partners' issues, ensuring exceptional customer experiences through proactive support.
- Provided effective solutions and alternatives, following up to confirm resolutions and partner satisfaction.
- Build strong relationships of trust and enthusiasm with our partners through open and interactive communication.
- Conveyed partner feedback to product team to inform enhancements, directly influencing customer experience and brand perception.
- Follow standard procedures for escalating unresolved issues to the appropriate internal teams.
Customer Service Associate
Briogeo Hair Care
New York, USA
10.2019 - 01.2022
- Utilize CRM (Gorgias) to record, track, and manage inquiries.
- Assist and enroll individuals into loyalty & subscription programs.
- Document any customer complaints and/or concerns in accordance to company guidelines.
- Facilitated inter-departmental communication to enhance customer support effectiveness.
- Work as manager and lead in escalations, chargebacks, and social media posts.
- Support the CE team to ensure high-quality and accurate information is provided via chat, email, and social media.
- Provide necessary product education to the CS team and involve teams.
- Provide fulfillment of replacement product components for damaged items.
- Managed merchant processing issues across multiple platforms, ensuring seamless transactions.
- Creates and provides documentation for onboarding of new team members.
- Trained new team members on company processes and best practices.
Customer Service Manager
Glam Seamless Hair Extensions
HOBOKEN, USA
02.2019 - 10.2019
- Enhanced customer service experience, fostering customer engagement and supporting organic growth.
- Take ownership of customers' issues and follow problems through to resolution.
- Created and implemented service procedures, policies, and standards.
- Recruited and mentored customer service agents in a supportive environment.
- Keep ahead of the industry's developments and apply best practices to areas of improvement.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Organized workflow based on priority tasks.
- Defined clear mission and implemented strategies aligned with that mission.
Education
Licensed NYS Cosmetologist - skin care, hair care, nail care, chemical treatments, massages, ergonomics, chemistry, anatomy, business and ethics
Carsten Institute of Cosmetology
New York, NY08.2014
Associates -
Brooklyn College
Brooklyn, NY05.2012
Skills
- Customer support
- Call center and phone support
- Email and chat support
- Customer retention
- Order management
- Salesforce proficiency
- Data entry and analysis
- Cash management
- E-commerce strategies
- Event management
- Social media and marketing
- Technical support and training
Awards
- Business development, Carsten Institute of Cosmetology
- Highest chat handling and customer satisfaction rating, Booker Software
Languages
Spanish
Professional
Timeline
Universal Banker
Citibank
02.2024 - Current
Customer Experience Coordinator
SHISEIDO
06.2023 - Current
Customer Experience Specialist
Fur
10.2022 - 03.2023
Customer Experience Specialist
Fresha
01.2022 - 03.2022
Customer Service Associate
Briogeo Hair Care
10.2019 - 01.2022
Customer Service Manager
Glam Seamless Hair Extensions
02.2019 - 10.2019
Licensed NYS Cosmetologist - skin care, hair care, nail care, chemical treatments, massages, ergonomics, chemistry, anatomy, business and ethics
Carsten Institute of Cosmetology
Associates -
Brooklyn College