Summary
Overview
Work History
Education
Skills
Timeline
Generic

LINDA CRUZ

Westerly

Summary

Dynamic security professional with extensive experience at Foxwoods Resort Casino, excelling in emergency response and incident management. Proven ability to enhance customer satisfaction through effective conflict de-escalation and compliance auditing. Recognized for maintaining a high level of integrity while ensuring safety and security in high-pressure environments. First aid and CPR certified.

Overview

12
12
years of professional experience

Work History

Customer Experience Agent

Fly The Whale
Westerly
02.2025 - Current
  • Assisted customers with inquiries and provided product information.
  • Resolved customer complaints through effective communication and problem-solving techniques.
  • Coordinated with team members to enhance overall service delivery and efficiency.
  • Monitored customer feedback to identify areas for improvement in services offered.
  • Developed and maintained strong relationships with customers to encourage loyalty.
  • Streamlined processes to improve response times in addressing customer concerns.
  • Communicated with customers via phone, email and online chats.
  • Documented all customer conversations in the database system accurately and thoroughly.
  • Resolved customer queries and complaints in a timely manner.
  • Conducted outbound calls to follow up on pending requests from customers.
  • Assisted customers with making payments or completing orders in system.
  • Educated customers about new products and services that may be beneficial for them.
  • Assisted passengers with check-in and boarding processes efficiently.
  • Coordinated baggage handling procedures to ensure timely delivery.
  • Utilized reservation systems to manage flight bookings and changes effectively.
  • Provided information on flight schedules and airport services accurately.
  • Collaborated with team members to maintain a positive travel experience.
  • Monitored boarding gates for compliance with airline policies and procedures.
  • Assisted customers with ticketing, seating, and baggage handling requirements.
  • Followed company policies and procedures related to customer service operations at all times.
  • Advised passengers of any changes or delays in their scheduled flights.
  • Resolved customer complaints in a timely manner.
  • Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
  • Checked luggage for proper weight distribution according to aircraft specifications.
  • Coordinated with ground crew personnel on arrival and departure procedures for each flight.
  • Processed refunds, exchanges, and upgrades when necessary.
  • Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
  • Filed reports of passenger complaints or incidents that occurred during travel process.
  • Responsible for ensuring all payment transactions are processed correctly before issuing tickets.
  • Monitored security checkpoints to ensure safety of passengers and staff members alike.

In Home Health Companion

Self Contracted with Quality Homemakers
Westerly
04.2022 - 02.2025
  • Spent time with older adults, engaging them in conversation, listening to their stories and participating in activities they enjoyed while providing social interaction and emotional support.
  • Regulated and tracked vital statistics.
  • Measured and recorded body temperatures of patients with digital thermometers.
  • Used the glucose monitor to track the blood sugar levels of diabetic patient daily.
  • Employed the pulse oximeter to record the oxygen level.
  • Provided persistent emotional support to seniors and disabled clients.
  • Assured cleanliness and hygiene of the clients' homes by regularly keeping up with housekeeping duties.
  • Collaborated with family members to discuss client needs and care plans effectively.

Bank Teller

Citizens Bank
Westerly
08.2021 - 03.2022
  • Ensured customer satisfaction with patience and a positive attitude.
  • Reconciled cash drawer and handling $100K+ per day.
  • Encouraged customers to be proactive with their banking, connecting them with account managers and loan officers.
  • Executed strict opening and closing procedures to protect 14 employees and bank assets.
  • Established credibility with customers by remembering the names of regulars and creating a friendly rapport with customers.
  • Adhered to strict safe deposit box operations and guidelines.
  • Organized customer transaction receipts to ensure fulfillment.
  • Assisted the supervisor with audits and daily vault balance.
  • Executed 100% of cash and credit transactions and ensured the totals matched the recorded receipt totals.
  • Resolved customer issues and assisted with account inquiries, leading to increased account renewals.
  • Conducted financial transactions accurately, maintaining a 99.9% error-free transaction record.
  • Collaborated with team members to provide speedy customer service, which reduced average waiting time.

Revenue Auditor

Foxwoods Resort Casino
Ledyard
12.2018 - 03.2020
  • Responsible for balancing daily tax revenue and reporting to the IRS.
  • Fielding phone calls from patrons with concerns or problems reporting individual winnings statements.
  • Auditing daily balance reports recorded by Casino cashiers.
  • Auditing and balancing daily incoming and returned to maker casino check log.
  • Inputting within Excel all balanced amounts of Poker Tournaments held on property.
  • Balancing variances occurred within casino month end reports.
  • Reconciled bank statements every month to identify and resolve any inconsistencies, verifying the accuracy of financial records.
  • Conducted compliance audits and ensured adherence to regulatory requirements, and industry-specific guidelines.

Security Officer, Duel Rate Security Supervisor

Foxwoods Resort Casino
Ledyard
12.2013 - 01.2018
  • Ensured the safety and well-being of patrons daily.
  • Fielding complaints and investigation resolutions.
  • First responder to medical emergencies and threats to the well being of patrons.
  • Working closely with local law enforcement.
  • Scheduling and directing Security Officers on a daily basis.
  • Dispatching Emergency Medical Technicians to locations in a timely manner.
  • Dispatching Officers to locations with escorts.
  • Secondary Position of Special Events Officer

Education

High School - Business, Finance

Wheeler High School
North Stonington, C.T.

Business And Managerial Economics

Mohegan Community College
Uncasville, C.T.

Skills

  • Emergency response and incident management
  • Customer relationship management
  • Incident reporting
  • Compliance auditing
  • Security systems
  • Building lockdown coordination
  • Document management
  • Crisis intervention training
  • Investigative tools
  • Conflict de-escalation
  • Security guard license
  • Emergency evacuation procedures
  • Hazardous materials response
  • Threat assessment
  • Staff management
  • Interior and exterior patrol
  • High level of integrity
  • Active shooter training
  • Fire safety training
  • First aid and CPR certified
  • Report writing
  • Report writing and documentation
  • First aid and medical assistance
  • Surveillance and monitoring techniques
  • Risk assessment and analysis

Timeline

Customer Experience Agent

Fly The Whale
02.2025 - Current

In Home Health Companion

Self Contracted with Quality Homemakers
04.2022 - 02.2025

Bank Teller

Citizens Bank
08.2021 - 03.2022

Revenue Auditor

Foxwoods Resort Casino
12.2018 - 03.2020

Security Officer, Duel Rate Security Supervisor

Foxwoods Resort Casino
12.2013 - 01.2018

High School - Business, Finance

Wheeler High School

Business And Managerial Economics

Mohegan Community College

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