Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Michael Cruz

Summary

Personable lead customer service representative offering six years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success and committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Lead Customer Service Representative

City Of Mont Belvieu
05.2018 - Current
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Planned schedules and workflows based on expected customer demands.
  • Reviewed associate performance to identify training needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Instrumentation and Electrical Technician

Turner Industries LLC
01.2012 - 12.2018
  • Installed electrical conduit and wiring for power, controls, and lighting.
  • Replaced faulty wiring, switches and circuit breakers to reduce fire risks, boost service capacity and increase versatility.
  • Inspected equipment for defects and safety hazards and completed necessary repairs.
  • Installed, adjusted and calibrated electrical equipment and instrumentation to maintain proper performance.
  • Installed electrical wiring through conduits and holes in both flooring and walls.

Patent Care Assistant

Houston Methodist
06.2010 - 01.2012
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Gathered medical information, weight and height measurements and vital signs.
  • Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
  • Maintained clean and safe environment to promote patient safety and comfort.
  • Answered patient assistance calls, assessed needs, and offered qualified support.
  • Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
  • Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.

Education

Associate of Applied Science - Cybersecurity

Lee College
Baytown, TX
05.2025

High School Diploma -

Robert E. Lee High School
Baytown, TX
06.2010

Skills

  • Customer Complaint Resolution
  • Account Management
  • Problem-Solving
  • Fast Learner
  • Attention to Detail
  • Customer Account Management
  • Multitasking and Organization
  • Help Desk Support
  • Appointment Setting
  • Escalation Management
  • Database Management
  • Appointment Scheduling

Certification

  • Certified Support Center Team Lead, HDI Certified - February 9, 2021

Timeline

Lead Customer Service Representative

City Of Mont Belvieu
05.2018 - Current

Instrumentation and Electrical Technician

Turner Industries LLC
01.2012 - 12.2018

Patent Care Assistant

Houston Methodist
06.2010 - 01.2012

Associate of Applied Science - Cybersecurity

Lee College

High School Diploma -

Robert E. Lee High School

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Michael Cruz