Naomy Cruz Alvarez
Maitland
Summary
Highly-motivated employee with customer service, multitasking, time management abilities and desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Keen on obtaining certification in Workday. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Team Support
Duke Energy
02.2025 - Current
- Assist with occasional team support to questions quickly to maintain call center efficiency.
- Collaborated with cross-functional teams to deliver high-quality customer service.
- Participated in special projects to ensure accurate data entry.
Senior Customer Care Specialist Bilingual (FSO)
Duke Energy
09.2024 - Current
- Guide customers on Time of Use rates, boosting enrollment and satisfaction.
- Increased enrollment through expert guidance on Time of Use rates.
- Provided solution-focused support, assisting customers with program resources.
- Provided floor support assisting specialists with process related questions.
- Participated on special projects - paperless billing pilot.
Training Assistant
Duke Energy
05.2025 - 05.2025
- Assisted in developing training materials to enhance program effectiveness.
- Supported onboarding processes by providing new hires with essential training resources.
- Collaborated with subject matter experts to ensure accuracy of training content.
- Supported trainers in facilitating engaging workshops, improving overall participant satisfaction levels.
Customer Care Representative
Duke Energy
02.2024 - 09.2024
- Address customer inquiries, boosting satisfaction and loyalty.
- Collaborate with teams to resolve complex issues efficiently.
- Resolve complaints by identifying root causes, enhancing service quality.
- Upsell products, contributing to revenue growth.
- Assist in account and order issues, ensuring customer retention.
- Worked closely with cross-functional teams to streamline communication processes, resulting in a more efficient response to customer issues.
Customer Service Representative
Records On Time
01.2023 - 01.2024
- Respond to customer inquiries, ensuring accurate information and timely resolutions.
- Facilitate orders, billing, and exchanges, enhancing customer satisfaction.
- Manage calls and emails, providing essential frontline support.
- Perform administrative tasks, maintaining organized records and reports.
- Collaborate with law firms, delivering crucial data for legal cases.
Team Lead
Records On Time
09.2023 - 10.2023
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Ensured compliance with company policies and procedures throughout the team.
- Motivated staff through positive reinforcement techniques.
- Analyzed data from various sources to identify trends or patterns in the services provided by my team.
Record Retriever
Records On Time
08.2022 - 01.2023
- Maintained and updated records retrieval databases.
- Performed research to locate requested documents.
- Compiled relevant data from various sources including electronic databases, hard copy documents, and other media.
- Analyzed legal documents to determine relevancy to a request.
- Reviewed customer requirements and identified appropriate resources needed to fulfill them.
- Coordinated with internal departments to ensure timely completion of requests for records retrieval services.
- Identified potential issues that may arise during document retrieval processes and developed solutions accordingly.
- Obtained, reviewed and summarized medical records at direction of trial attorneys, consulting outside experts and arranging for medical examinations when relevant to cases.
- Strictly adhered to confidentiality dictations to safeguard information.
- Input data into computer systems to support document and information retrieval.
Receptionist
Filament Hair Salon
07.2021 - 01.2022
- Implemented new filing system and created updated forms.
- Greeted visitors and provided them with assistance.
- Scheduled appointments for clients, customers, and other visitors.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Created detailed reports on sales, inventory, cost of goods sold, and other expenses.
- Performed daily reconciliations of cash accounts.
- Generated daily/monthly balance sheets, income statements, and other financial statements.
- Communicated with vendors regarding pricing, discounts, orders.
- Performed data entry tasks into various computer systems accurately and promptly.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Scheduled and confirmed appointments.
Call Center Representative
Screening Unit Corp.
07.2018 - 12.2019
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Attended approximately 250 to 300 calls daily to offer health insurance benefits to customers.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Assisted in the implementation, and communication of benefits programs for clients.
Education
Bachelor Of Arts - Kindergarten And Preschool Education
University Of Puerto Rico
Bayamon, PR12.2023
Skills
- Conflict Resolution
- Problem Solving
- Time Management
- Communication
- Data Collection
- Document Analysis
- Filing
- Customer Service
- Client Relations
- Research
- Microsoft Outlook
- Cash Management
- Team Leadership
- Administrative Support
- Team support
Languages
Spanish - Native
English - Highly proficient
Accomplishments
- Awarded an honorary mention by Records on Time in (February 2023) as Most Appreciated Employee
- Acting Team leader position (Sept. 2023- Oct. 2023)
Additional information
Accomplishments
Timeline
Training Assistant
Duke Energy
05.2025 - 05.2025
Team Support
Duke Energy
02.2025 - Current
Senior Customer Care Specialist Bilingual (FSO)
Duke Energy
09.2024 - Current
Customer Care Representative
Duke Energy
02.2024 - 09.2024
Team Lead
Records On Time
09.2023 - 10.2023
Customer Service Representative
Records On Time
01.2023 - 01.2024
Record Retriever
Records On Time
08.2022 - 01.2023
Receptionist
Filament Hair Salon
07.2021 - 01.2022
Call Center Representative
Screening Unit Corp.
07.2018 - 12.2019
Bachelor Of Arts - Kindergarten And Preschool Education
University Of Puerto Rico
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