Ronnita Cruz
Little Rock
Summary
Versatile and achievement-oriented professional with a track record of enhancing customer satisfaction and streamlining operations across roles at Wonderschool and Conduent. Excelled in problem-solving and critical thinking, boosting call center performance metrics significantly. Demonstrates exceptional patience, empathy, and analytical thinking, committed to delivering excellence in customer service and team leadership.
Overview
4
4
years of professional experience
Work History
Daycare Assistant Teacher
Wonderschool
08.2023 - 12.2024
- Maintained accurate records of attendance, incident reports, meal counts, and other essential documentation as required by state regulations or center policies consistently.
- Ensured child safety by maintaining a clean, organized, and hazard-free facility at all times.
- Arrived at assigned areas on time, prepared, and ready to work.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Managed daily routines efficiently to maintain a consistent schedule for students, promoting optimal time management skills in young learners.
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
- Supported students'' emotional growth by fostering a nurturing, inclusive, and respectful classroom atmosphere.
- Enforced rules and managed behavior through developmentally appropriate discipline.
Customer Service Representative
Conduent
11.2022 - 07.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Call Center Representative
Home Depot
01.2022 - 07.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Team Leader
Loves Travel Truck Stop
08.2021 - 06.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Built and maintained strong client relationships, leading to repeat business and referrals.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Takeout Specialist
Red Lobster
07.2020 - 07.2021
- Entered orders in electronic system, drove to customer addresses to deliver food and beverages in person and processed cash and card payments on location.
- Arranged items in containers and bags, taking care to segregate items by temperature and optimize loading order to maximize stability of to-go containers and protect food during transportation.
- Reviewed orders to determine appropriate delivery inclusions such as utensil type and quantity, napkins, straws, and promotional coupons.
- Increased drink, appetizers, entree, and dessert orders by suggestively selling daily specials or popular items.
- Developed strong product knowledge to address customer inquiries and make educated recommendations based on their preferences.
- Maintained a clean and sanitary workspace, adhering to food safety guidelines and regulations.
Education
High School Diploma -
Provine High School
Jackson, MS06-2021
Skills
- Patience and empathy
- Child development
- Outdoor play supervision
- Activities planning
- Professionalism and ethics
- Hygiene and cleanliness
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Call center experience
- Microsoft Excel
- Payment processing
- Follow-up skills
- Call management
- Order processing
- Attention to detail
- Problem-solving
- Performance improvement
- Complex Problem-solving
- Analytical thinking
- Excellent customer service
- Food preparation
Timeline
Daycare Assistant Teacher
Wonderschool
08.2023 - 12.2024
Customer Service Representative
Conduent
11.2022 - 07.2023
Call Center Representative
Home Depot
01.2022 - 07.2022
Team Leader
Loves Travel Truck Stop
08.2021 - 06.2022
Takeout Specialist
Red Lobster
07.2020 - 07.2021
High School Diploma -
Provine High School
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