Leslie Cruz
Washington,dc
Summary
Leslie Cruz is a professional experienced with customer service and call centers. At Hendall, Ms. Cruz supports the Substance Abuse and Mental Health Services Administration (SAMHSA) Contact Center project, assisting customers by answering a variety of inquiries related to mental health, substance use, and the treatment and prevention of substance misuse and mental illness for both English and Spanish speakers. She also provides resources to customers, when appropriate.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Bilingual Call Center Information Specialist (Part-Time)
Hendall Inc.
01.2021 - 04.2024
- Supporting the SAMHSA Contact Center project, provides appropriate substance use and/or mental health information and resources along the prevention, treatment, and recovery continuum, in English and Spanish.
- Applies knowledge of behavioral health topics to accurately answer phone inquiries.
- Uses active listening skills to display empathy and de-escalate frustrated callers.
- Follows call control checklists to capture accurate data for reporting and analysis purposes.
- Communicates noticeable trends to the supervisor team.
- Follows proper protocol to conduct warm transfers to the National Suicide Prevention Lifeline, as needed.
- Participates in ongoing performance monitoring and weekly coaching sessions, remains receptive to feedback, and implements development plans in a timely manner.
- Stays current regarding Contact Center operational policies, procedures, and standards through a SharePoint-based Knowledge Base.
Info Spec
Synergy
12.2019 - 12.2020
- Provided resources for mental health and substance use facility.
Assistant Manager
First Cash
03.2013 - 10.2019
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Maintained positive work ethic and commitment to providing excellent service to improve operations efficiency and customer satisfaction.
- Managed personnel scheduling, facilitating adequate coverage to meet demand.
- Organized schedules, workflows, and shift coverage to meet expected business demands.
Department Manager
Crate And Barrel
01.2012 - 01.2013
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Oversaw efficient receiving and inventory management to keep stock within optimal levels.
- Kept department on target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
Education
College coursework - Medical Assistant
Test College
Beltsville, MD08.2008
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Test Collage
Beltsville, MD08.2008
Skills
- Bilingual: English and Spanish
- Customer service in a fast-paced contact center environment
- SAMHSA mission, vision, programs, and content
- Delivery of culturally responsive services
- Genesys Cloud enterprise contact center platform
- Microsoft Office suite (Word, Excel, PowerPoint, SharePoint)
- Interdepartmental activity management; managerial finance; fire department procedures; cross-departmental collaboration; excellent managerial techniques
Affiliations
- Name of Group/Institution, City, State (if applicable), Year (when joined)-Present or End Year
Certification
- Course Name (full name of the certification and abbreviation in parentheses), Issuing Organization, Location (City, State, if applicable), Month/Year (date earned), Expiration Date: Month/Year (if no expiration, add N/A)
- NA
PUBLICATIONS
- Title of Article, Name of Publication, Edition if applicable, Month/Year
TRAINING
- Training Course Name, Organization/Institution (even if online), City, State (if taken onsite), Month/Year
PRESENTATIONS
- Name of Presentation, Place of Presentation (specify if done via webinar, livestream, etc.), City, State, Month/Year
AWARDS
Name of Award, Ceremony Name or Place Award was Received, City, State, Month/Year
Timeline
Bilingual Call Center Information Specialist (Part-Time)
Hendall Inc.
01.2021 - 04.2024
Info Spec
Synergy
12.2019 - 12.2020
Assistant Manager
First Cash
03.2013 - 10.2019
Department Manager
Crate And Barrel
01.2012 - 01.2013
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Test Collage
College coursework - Medical Assistant
Test College