Michael Cruz
Irvine,CA
Summary
Highly motivated and proactive individual with superior customer service and people skills seeking an entry-level position in a Health Care facility to utilize my ongoing Respiratory Therapy education and training, as well as interpersonal skills to provide the highest level of care.
Overview
16
16
years of professional experience
Work History
Resolution Officer
Tax Relief Advocates
Irvine, CA
03.2023 - Current
- Direct/transfer calls to correct departments
- Maintain calendar and schedule calls accordingly
- Actively listened to customers, handled concerns quickly and deescalate clients
- Built relationships with clients using strong persuasion and active listening skills.
- Educate clients in resolving their federal tax debt
- Helped large volume of clients every day with positive attitude and focus on client satisfaction.
- Drafted detailed documentation and meeting notes to support case files and move towards comprehensive resolution.
- Prepared agreements and settlement documentation for each interested party to sign and complete.
Field Expert
Enjoy Technology
Costa Mesa, CA
03.2021 - 02.2023
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
General Manager
Verizon Wireless
San Francisco, CA
09.2007 - 10.2020
- Create a good workplace culture providing the team with the opportunity to initiate change and to grow on a professional and personal level
- Resolve internal staff conflicts efficiently and to the mutual benefit of those involved
- Motivated team members to meet and exceed objectives by setting goals, tracking performance on daily basis and implementing improvement strategies.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Education
AA - Respiratory Therapy
Concorde Career College
EMT LICENSE: National Registry Emergency Medical Technician. -
Orange County Emergency Medical Training
Skills
- Bilingual
- Highly Proficient in Microsoft
- Detailed Oriented
- Organization
- Data entry
- Problem-solving
- Oral communication
- Systems Analysis
- Complex Problem-Solving
- Conflict Resolution and Mediation
- Active Listening
- Customer Interaction
Affiliations
American Heart Association. Obtained at
Saddleback Memorial Medical Center, Laguna Hills, CA
Timeline
Resolution Officer
Tax Relief Advocates
03.2023 - Current
Field Expert
Enjoy Technology
03.2021 - 02.2023
General Manager
Verizon Wireless
09.2007 - 10.2020
AA - Respiratory Therapy
Concorde Career College
EMT LICENSE: National Registry Emergency Medical Technician. -
Orange County Emergency Medical Training
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