Monica Santa Cruz
Buda,TX
Summary
Proven Customer Service Representative with a track record of enhancing customer loyalty at Alorica, adept in problem-solving and critical thinking. Excelled in high-stress situations, effectively resolving conflicts and leveraging professional telephone demeanor to improve customer relations. Skilled in Microsoft Excel and active listening, significantly contributed to product enhancements through insightful customer feedback.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Waste Connections Inc.
01.2019 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted with outbound calls for billing purposes.
Customer Service Representative
Alorica
01.2018 - 11.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- assisted customers with locating dealerships nearby.
- Managed outbound calls to customers who had a recall on their vehicle.
- Maintained detailed records for customers filing lemon law claims.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Child Caregiver
Connies Kidz
05.2015 - 11.2017
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Ensured child safety through diligent supervision and adherence to established protocols.
- Administered first aid when necessary, maintaining a calm demeanor during emergencies and handling situations effectively.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Created a safe environment through routine inspections of play areas, toys, and equipment for potential hazards.
- Managed behavioral issues effectively by implementing positive reinforcement strategies and setting clear expectations.
- Developed fine motor skills with hands-on activities such as arts and crafts or puzzles.
- Read stories, sang songs and facilitated creative play.
- Prepared group activities to enhance socialization, communication and problem-solving skills for children.
Education
No Degree -
Jack C Hays High School
Buda, TXSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Microsoft Excel
- Professional telephone demeanor
- Scheduling
Timeline
Customer Service Representative
Waste Connections Inc.
01.2019 - 08.2024
Customer Service Representative
Alorica
01.2018 - 11.2019
Child Caregiver
Connies Kidz
05.2015 - 11.2017
No Degree -
Jack C Hays High School