Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Lorie Cruz

Lehigh Acres,FL

Summary

Dynamic and results-oriented professional with extensive experience at Alta Resources, specializing in customer service excellence and database management. Excelled in improving team performance and customer satisfaction through innovative policy development and effective problem-solving. Skilled in Microsoft Office and adept at fostering positive customer relationships, demonstrating exceptional organizational and communication abilities. Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.

Overview

19
19
years of professional experience

Work History

Customer Care Specialist

Alta Resources
07.2019 - Current
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Developed policies to increase accuracy and resolution of customer care department.
  • Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Collaborated with cross-functional teams to ensure seamless service delivery for customers.
  • Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
  • Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided customers with detailed information on company products, services and materials.

Receptionist

Molly Maid
11.2005 - 02.2015
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Corresponded with clients through email, telephone, or postal mail.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Organized, maintained and updated information in computer databases.
  • Answered central telephone system and directed calls accordingly.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Collected and distributed messages to team members and managers to support open communication and high customer service.
  • Scheduled office meetings and client appointments for staff teams.
  • Collected [Type] payments, processed transactions and updated relevant records.
  • Resolved customer problems and complaints.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Education

GED -

South Florida Community College
Avon Park, FL
08-2005

Skills

  • Payment Processing
  • Quality Assurance
  • [Product or Service] support
  • Customer service excellence
  • Inbound Customer Service
  • Call center experience
  • Appointment Scheduling
  • Billing coordination
  • Data Entry
  • Documentation And Reporting
  • Email correspondence
  • Microsoft Office
  • Staff education and training
  • Complaint resolution
  • Database Management
  • Account updating
  • Recordkeeping strengths

Languages

Spanish
Professional Working

Timeline

Customer Care Specialist

Alta Resources
07.2019 - Current

Receptionist

Molly Maid
11.2005 - 02.2015

GED -

South Florida Community College

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