NATALIA CRUZ

Developed and maintained strong client relationships to enhance customer satisfaction and retention.

• Collaborated with marketing teams to create promotional materials that align with sales strategies.
• Trained and mentored junior sales staff on effective selling techniques and product knowledge.
• Analyzed sales data to inform strategic decisions and improve overall sales performance.

• Maintained strong call control and quickly worked through scripts to address problems.
• Engaged actively with callers, confirming or clarifying information and diffusing anger.
• Offered resolutions to de-escalate calls and solve customer issues.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.

• Performed administrative tasks such as filing paperwork, updating databases and generating reports.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.