Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Neftali Cruz Morillo

Sun City Center,FL

Summary

Customer-centric support specialist with a strong background in high-volume phone operations, mentorship, and cross-functional collaboration. Proven ability to resolve complex issues, deliver consistent satisfaction, and act as a bridge between customers and internal teams. Skilled in using CRM systems, fostering team development, and improving customer experience through thoughtful, solution-oriented communication.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Inbound Sales Mentor

Spectrum
03.2021 - 01.2022
  • I improved mentee performance by delivering personalized coaching and resources, resulting in increased confidence and productivity within the team.
  • Modeled professionalism and integrity as a mentor, fostering a culture of accountability and high performance.
  • I increased customer satisfaction by resolving disputes quickly and maintaining open communication, ensuring service continuity and issue closure.
  • Managed multiple priorities efficiently, meeting tight deadlines and support goals within a fast-paced environment.

Inbound Sales Representative

Spectrum
02.2020 - 03.2021
  • I exceeded sales targets by 25% by resolving up to 40 daily customer inquiries with tailored solutions, directly contributing to $200K+ in monthly revenue.
  • Used persuasive communication to guide decision-making, troubleshoot issues, and ensure a seamless end-to-end support experience.
  • I improved customer loyalty by building rapport during recovery and upselling, leading to increased satisfaction and repeat business.

Retail Sales Specialist

Spectrum
09.2017 - 02.2020
  • I boosted sales by 15% by streamlining sales procedures and nurturing long-term customer relationships, driving repeat business.
  • Provided expert product guidance and personalized recommendations to increase customer satisfaction and conversion.
  • I increased client retention by building rapport and delivering consistent, solution-based service, resulting in sustained revenue growth.
  • Delivered attentive, personalized service by actively listening to customer needs and tailoring recommendations accordingly.
  • Maintained accurate customer records using CRM tools, enabling informed sales strategies and seamless follow-up.

Customer Billing Specialist

General Dynamics IT
07.2016 - 09.2017
  • I reduced billing errors by 20% by developing a custom Excel tool, which streamlined invoice accuracy and improved payment timelines.
  • Collaborated with finance and sales teams to resolve billing discrepancies, ensuring smooth cross-functional coordination.
  • I preserved client trust by resolving billing disputes promptly, maintaining high satisfaction and on-time payment rates.
  • Processed invoices and generated financial reports using Oracle and Excel, ensuring accuracy and compliance with client agreements.

Customer Service Specialist

ADL Delivery
11.2024 - Current
  • I resolve 40+ customer inquiries daily across phone, email, and chat channels by tracking shipments, troubleshooting issues, and providing timely updates.
  • Collaborate cross-functionally with internal teams to improve service delivery and customer satisfaction.
  • Document all customer interactions and feedback, contributing to process improvements and higher support quality.
  • Build trust and rapport through professional, friendly communication, creating a reliable and engaging support experience.
  • Prioritize tasks efficiently while maintaining a calm, solutions-oriented attitude in a fast-paced logistics environment.

Education

High School Diploma -

Spoto High School
Riverview, FL

Skills

  • Call center management
  • CRM expertise
  • Customer support via phone, email, and chat
  • Interdepartmental teamwork
  • Analytical problem solving
  • Effective conflict resolution
  • Multitasking Efficiency
  • Bilingual communication
  • Incorporating client feedback

Certification

  • Certified Inbound Sales Representative, Spectrum, 2020
  • Certified Business Sales Representative, Spectrum, 2022

Languages

English
Spanish

Timeline

Customer Service Specialist

ADL Delivery
11.2024 - Current

Inbound Sales Mentor

Spectrum
03.2021 - 01.2022

Inbound Sales Representative

Spectrum
02.2020 - 03.2021

Retail Sales Specialist

Spectrum
09.2017 - 02.2020

Customer Billing Specialist

General Dynamics IT
07.2016 - 09.2017

High School Diploma -

Spoto High School

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