Lorna Cruz
Dunkirk,NY
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
Customer Service Representative
Ascion LLC Dba Reverie
08.2011 - 11.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
Education
High School Diploma -
Ana Roque Duprey
Humacao Puerto Rico05.1994
Skills
- Customer Needs Assessment
- Incoming Call Management
- Customer Complaint Resolution
- Decision Making
- Persuasion Techniques
- Stress Management
- Problem Solving
- Goal Oriented
- Attention to Detail
- Fluent in Multiple Languages
- Telephone Etiquette
- Quality Assurance
- Positive Attitude
- Customer Retention
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Ascion LLC Dba Reverie
08.2011 - 11.2023
High School Diploma -
Ana Roque Duprey
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