Lesly Cruz
Amarillo,TX
Summary
Motivated professional with a talent for coordinating guest services. Proactive, with a history of managing multiple tasks in various areas, with specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented, and thrives in a fast-paced, intense environment. Adaptable professional with a quick learning ability, and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
13
13
years of professional experience
Work History
Victim Advocate
Family Support Services of Amarillo, TX
Amarillo, TX
11.2023 - Current
- Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.
- Coordinated referrals and crisis counseling services and programs to victims and witnesses of crimes.
- Created awareness of victims' rights and services by delivering presentations to agencies, schools, and community groups.
- Wrote individual safety and crisis plans and assessed ongoing risk assessments to decrease further harm.
- Organized educational workshops designed to raise awareness about victimization issues within the community.
- Conducted community outreach efforts to increase public awareness of available resources and services for victims of crime.
- Advised clients on options available to them such as filing a police report or seeking legal counsel.
- Assisted in filing compensation claims with the state or local Victim Compensation Board.
- Facilitated referrals to appropriate services for medical care, legal assistance, mental health counseling, housing, employment and other needs.
- Provided emotional support and comfort to victims of crime.
- Advocated for victims during difficult situations by filing police reports and connecting to needed services.
Front Desk Associate
Ram Hotels
Amarillo, TX
04.2024 - Current
- Resolved customer complaints in a professional manner while maintaining high standards of service quality.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Prepared end-of-day reports detailing total number of guests checked in and out during shift.
- Computed bills, collected payments and made change for guests.
- Facilitated successful front desk operations for high-volume hotel.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Coordinated with housekeeping, maintenance and grounds teams to address guest needs with professionalism and detail orientation.
- Utilized problem-solving skills to resolve customer complaints in an efficient manner.
- Verified and collected client payments.
- Performed nightly audit of cash register drawers to verify accuracy of funds on hand.
Business Development Center Agent
Street Toyota
Amarillo, TX
01.2022 - 11.2023
- Networked to build client base and promote products to new and existing clients.
- Updated customer information in the database accurately.
- Analyzed data to identify opportunities for business growth.
- Attended company and industry events to network with potential customers and generate leads.
- Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
- Managed CRM database, ensuring accurate and up-to-date information on leads and clients.
- Offered exceptional services and support to team members and guests, maximizing productivity and customer satisfaction.
- Addressed customer questions and concerns regarding products and services.
Correctional Officer
TDCJ
Amarillo, TX
07.2015 - 08.2023
- Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
- Guarded facility entrances to screen visitors.
- Assisted in training new Correctional Officers in proper safety protocols and techniques for dealing with difficult situations.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Responded to emergency situations such as riots or disturbances with appropriate force measures.
- Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
- Supervised inmate activities, including meals, recreation times, and work assignments.
Prevention Specialist
Ross Dress for Less
amarillo, TX
02.2019 - 05.2020
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Resolved customer complaints professionally in accordance with company policy.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Monitored loss prevention operations to reduce impact of loss and identify theft and fraud.
- Developed and implemented loss prevention procedures to reduce inventory shrinkage.
- Inspected merchandise for compliance with theft prevention policies.
Call Center Representative
Sitel
Amarillo, TX
01.2012 - 01.2014
- Collected deposits or payments and arranged for billing.
- Promoted available products and services to customers during service, account management and order calls.
- Updated customer accounts, addresses and contact information within call management databases.
- Maintained accurate records of customer interactions for future reference.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Consulted with customers to resolve service and billing issues.
Education
Some College (No Degree) - Nursing
Amarillo College
Amarillo, TXSkills
- Customer service
- Effective communication
- Business administration
- Crisis management
- Teamwork and collaboration
- Problem solving
Languages
Spanish
Native/ Bilingual
Timeline
Front Desk Associate
Ram Hotels
04.2024 - Current
Victim Advocate
Family Support Services of Amarillo, TX
11.2023 - Current
Business Development Center Agent
Street Toyota
01.2022 - 11.2023
Prevention Specialist
Ross Dress for Less
02.2019 - 05.2020
Correctional Officer
TDCJ
07.2015 - 08.2023
Call Center Representative
Sitel
01.2012 - 01.2014
Some College (No Degree) - Nursing
Amarillo College
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