Summary
Overview
Work History
Education
Skills
Timeline
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Nautica Cruz-Rosario

Brooklyn,NY

Summary

Experienced Customer Service Representative with 2 years of experience working in a busy, fast-paced call center. Committed to providing prompt, quick, and accurate service to the large volume of incoming calls. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Con Ed
06.2022 - Current
  • Lead a team of 2-4 to improve companies FCR
  • Respond to direction and work as a member of a team, using a PC-based information system to retrieve information to analyze customer accounts
  • Interact with customers over the phone, as well as other avenues of contact, in a responsive, productive, and professional manner
  • Provide outstanding service in every customer encounter and be an effective communicator
  • Manage large amounts of incoming phone calls
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate valid and complete information by using the right methods/tools
  • Meet personal/team call handling quotas
  • Handle customer complaints, provide solutions and alternatives within the time limits; follow up to ensure a resolution
  • Keep records of customer interactions, process customer accounts, and file documents
  • Follow communication procedures, guidelines, and policies
  • De-escalate customers in an emotional state.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.

Customer Service Lead

Bath and Body Works
04.2017 - 06.2022
  • Coordinated a group of 5-6 associates to meet daily sales goals and floor set projects
  • Train and coach new sales associates as needed to help them quickly get acclimated to the team
  • Identify problems with working conditions and share with management
  • Work the register, process sales transactions, and use product knowledge to drive add-on sales
  • Assist with planogram changes including store map, wall, fixture, and merchandising mix
  • Work with store management to ensure there's no misuse of company property or theft
  • Improved team efficiency by implementing new training procedures and streamlining work processes.
  • Developed comprehensive training materials for new hires, ensuring a smooth onboarding process.
  • Enhanced customer satisfaction by effectively resolving escalated issues and providing exceptional support.

Paralegal Assistant (Clerical Intern)

Manhattan Skyline
02.2017 - 04.2017
  • Reduced case backlog by efficiently prioritizing and organizing diverse paralegal tasks.
  • Streamlined office procedures by implementing a new filing system, improving overall productivity.
  • Assisted attorneys in managing high-profile cases, ensuring timely completion of tasks and attention to detail.
  • Enhanced client satisfaction by providing thorough legal research and efficient document preparation.
  • Drafted persuasive legal documents for attorney review, contributing to successful case outcomes.
  • Collaborated effectively with legal team members, fostering a positive work environment and increased efficiency.
  • Improved accuracy in document management through meticulous proofreading and editing of legal documents.
  • Increased firm''s efficiency by implementing a digital archival system for easy retrieval of case files and records.

Education

Associates Degree in Liberal Arts -

COLLEGE OF STATEN ISLAND
Staten Island, NY
06.2021

Computer Applications, Office Procedures, Data Entry, Business English, Business Math, World of Work, Public Speaking, Communications -

OPPORTUNITIES FOR A BETTER TOMORROW
Brooklyn, NY
02.2017

Skills

  • Information Security
  • Data Entry
  • Data Collection
  • Product Knowledge
  • Account updating
  • Payment Processing
  • Customer Service
  • Technical Troubleshooting
  • Account Management
  • Customer Complaint Resolution
  • FCR Quota Achievement

Timeline

Customer Service Representative

Con Ed
06.2022 - Current

Customer Service Lead

Bath and Body Works
04.2017 - 06.2022

Paralegal Assistant (Clerical Intern)

Manhattan Skyline
02.2017 - 04.2017

Associates Degree in Liberal Arts -

COLLEGE OF STATEN ISLAND

Computer Applications, Office Procedures, Data Entry, Business English, Business Math, World of Work, Public Speaking, Communications -

OPPORTUNITIES FOR A BETTER TOMORROW

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Nautica Cruz-Rosario