Maryes Cruz
Lehigh Acres,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Successful Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
Work History
Customer Service Professional
Comcast
02.2020 - Current
- Provide comprehensive sales consultation to customers in related functional areas
- Educated customers about billing, payment processing and support policies and procedures.
- Participated in ongoing professional development programs to stay current on emerging technologies, tools, and techniques within the field of customer service.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.
- Facilitated customer retention by providing timely follow-ups on pending issues and ensuring satisfactory resolutions.
- Responded to customer calls and emails to answer questions about products and services.
Customer Service Manager
Alta Resources
02.2020 - 06.2022
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in timely manner.
- Researched and corrected customer concerns to promote company loyalty.
- Created and reviewed invoices to confirm accuracy.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Bilingual Mobile Expert
T-Mobile
03.2017 - 06.2019
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Enhanced teamwork, collaborated with colleagues to share knowledge and improve overall store performance.
- Managed inventory effectively, ensuring stock levels were maintained at optimal levels for peak business periods.
- Boosted sales performance with personalized recommendations tailored to each customer''s unique needs.
- Maintained a comprehensive understanding of the latest industry trends, products, and technologies to stay ahead of competitors.
- Organized promotional events within the store to attract new customers and increase brand awareness within the community.
- Gained strong leadership skills by managing projects from start to finish.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Work with store management in opening, closing and operating the retail facility, including but not limited to cash handling, inventory count and deposits as governed by operations control standards
Customer Service Representative
Alorica
09.2016 - 03.2017
- Resolves product or service problems by clarifying the customers complaint; determining the cause of the problem selecting and explaining best solution
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
High school or equivalent -
City College of San Francisco
Skills
- Product Promotion
- Sales and Upselling
- Staff Training
- Brand representation
- Documentation
- Direct Sales
- Live chat support
- Microsoft Office
Awards
Recognized Employee of the month I have volunteered in programs that will help me develop and strengthen my knowledge within different aspects of my career. I am currently enrolled in a Analyst program with my company where I assist on testing different sites and provide my feedback on how to improve employee sites. I have been rewarded to participate in a ongoing Gig Pal program assisting new hires learning.
Languages
Spanish
Full Professional
Timeline
Customer Service Professional
Comcast
02.2020 - Current
Customer Service Manager
Alta Resources
02.2020 - 06.2022
Bilingual Mobile Expert
T-Mobile
03.2017 - 06.2019
Customer Service Representative
Alorica
09.2016 - 03.2017
High school or equivalent -
City College of San Francisco
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