Manuel De La Cruz
Customer Service Representative
Miami
Summary
Customer-focused Call Center Representative with over 5 years of experience handling high-volume inbound and outbound calls. Proven ability to resolve customer issues efficiently, maintain high satisfaction scores, and meet performance metrics including AHT, QA, and FCR. Strong communication skills, CRM expertise, and a consistent record of reliability and professionalism.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Call Center Customer Service Representative
Concentrix
03.2021 - Current
Handle 80–120 inbound customer calls daily for billing, account, and technical concerns
Maintain customer satisfaction scores above 95%
Accurately document interactions using CRM tools
Resolve escalated issues while meeting AHT and QA targets
Collaborate with supervisors and QA teams to improve performance
Customer Service Associate
Teleperformance
06.2018 - 02.2021
Provided phone and email support for U.S. customers
Assisted with account updates, refunds, and service inquiries
Met or exceeded monthly productivity and quality benchmarks
Recognized for strong attendance and reliability
Call Center Agent
Alorica
01.2016 - 05.2018
Managed high-volume inbound calls in a fast-paced environment
Delivered professional and empathetic customer service
Reduced repeat calls by resolving issues on first contact
Consistently met performance and compliance standards
Education
High School Diploma - Medicine
Miami Senior High School
01-2010
Skills
Inbound & Outbound Call Handling
Customer Service & Conflict Resolution
CRM Systems (Salesforce, Zendesk, Five9)
Account Management & Billing Support
Technical Troubleshooting
Call Documentation & Data Entry
KPI & Performance Metrics
Multitasking in Fast-Paced Environments
Timeline
Call Center Customer Service Representative
Concentrix
03.2021 - Current
Customer Service Associate
Teleperformance
06.2018 - 02.2021
Call Center Agent
Alorica
01.2016 - 05.2018
High School Diploma - Medicine
Miami Senior High School