Rogelio Cruz
El Paso,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Bilingual Customer Service Supervisor
Alorica
El Paso, TX
03.2026 - 08.2026
- Resolved customer concerns using active listening, clear communication, and practical problem-solving.
- Supported bilingual customers with accurate explanations, service updates, and account-related guidance.
- Reviewed customer interactions for clarity, professionalism, and compliance with service standards.
- Coordinated escalations by clarifying issues, documenting details, and following through on next steps.
Bilingual CSR Tier 1- Tenured
Maximus
El Paso, TX
06.2023 - 12.2025
- Enhance customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Contribute to company growth by consistently meeting and exceeding company goals.
- Manage high call volumes, maintain a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Improve customer retention rates with exceptional product knowledge and personalized service recommendations.
- Streamline communication between departments, ensuring timely resolution of customer concerns.
- Assist with training and development for new hire employees through our nesting training program.
Bilingual Customer Service Associate
Avantive Solutions
El Paso, TX
11.2022 - 05.2023
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Streamlined communication with clients for improved service experiences and increased loyalty.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
Data Entry Associate
Lucchese Boot Co.
El Paso, TX
09.2022 - 11.2022
- Improved data accuracy by meticulously entering and updating information in company databases.
- Enhanced team efficiency by completing high-volume data entry tasks within tight deadlines.
- Maintained strict confidentiality with sensitive information, ensuring the protection of company and client data.
- Decreased processing time for large-scale projects through proficient use of data entry software and tools.
Funds Control Specialist
Kelly Services
El Paso, TX
05.2021 - 08.2022
- Diagnosed and resolved complex control problems, ensuring minimal impact on company performance.
- Provided excellent customer service to customers and vendors to resolve issues.
- Exercised composure under pressure and in escalated customer service scenarios.
Bilingual Customer Service Associate
Job Connection Services Inc
El Paso, TX
04.2021 - 09.2021
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Maintained accurate records of customer interactions, ensuring consistency in service delivery.
- Handled high-volume calls, effectively addressing customer needs while maintaining professionalism.
- Managed client accounts by updating information and processing transactions accurately.
Tax Consultant
Kelly Services
El Paso, TX
01.2020 - 04.2021
- Streamlined tax preparation process for increased efficiency and accuracy.
- Maintained positive relationships with both existing and prospective clientele through excellent customer service and responsiveness.
- Assisted clients in resolving IRS issues by navigating complex regulations and negotiating settlements.
- Conducted thorough research to stay current on ever-changing tax laws, ensuring compliance for clients.
Customer Service Sales Associate
Balance Staffing
El Paso, TX
09.2020 - 02.2021
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Education
GED -
Western Technical College
El Paso, TX01-2017
Skills
- Upselling strategies
- Problem Resolution
- Computer Proficiency
- Data entry proficiency
- Critical Thinking
- Conflict Resolution
- Call center experience
- Active Listening
- Fluent Bilingualism
- Client Relations
Timeline
Bilingual Customer Service Supervisor
Alorica
03.2026 - 08.2026
Bilingual CSR Tier 1- Tenured
Maximus
06.2023 - 12.2025
Bilingual Customer Service Associate
Avantive Solutions
11.2022 - 05.2023
Data Entry Associate
Lucchese Boot Co.
09.2022 - 11.2022
Funds Control Specialist
Kelly Services
05.2021 - 08.2022
Bilingual Customer Service Associate
Job Connection Services Inc
04.2021 - 09.2021
Customer Service Sales Associate
Balance Staffing
09.2020 - 02.2021
Tax Consultant
Kelly Services
01.2020 - 04.2021
GED -
Western Technical College