ROSA CRUZ
Tucson,AZ
Summary
Dedicated and results-driven Senior Partner Support Manager with over 3 years of experience in fostering strong partner relationships and enhancing support processes. Skilled at implementing strategic initiatives that drive partner satisfaction and loyalty, leveraging data-driven insights to optimize support operations. Adept at leading cross-functional teams, trainings and developing best practices to ensure a seamless partner experience. Committed to continuous improvement and delivering first-class service that aligns with organizational goals.
Overview
23
23
years of professional experience
Work History
Senior Partner Support Manager
Nuvei
Scottsdale, Arizona
07.2022 - Current
- Developed and maintained strong relationships with assigned partners, ensuring a high-level partner experience while balancing the company's best interests.
- Provide top-tier partner experience by addressing complex inquiries using a variety of channels, including telephone, email, chat, and ticketing systems.
- Actively participate in internal projects, such as improvements to processes, training development, and improving service.
- Handle challenging interactions with professionalism while consistently strengthening partner relationships.
- Following through on commitments and communicating the status of work.
- Document each partner's interaction using our case tracking systems in a clear, concise, and understandable format.
- Collaborated with cross-functional teams to enhance partner experience and efficiency.
- Facilitated regular check-ins with partners to address concerns and provide updates.
Client Support Specialist II
Nuvei
Tempe, AZ
04.2019 - 07.2022
- Provide a positive and memorable experience to merchants and strategic partners.
- Work with th underwriting and boarding teams to ensure all new merchant deployments are completed with accuracy, quality and in a timely fashion.
- Ownership of assisting customer with all technical support, customer service and billing questions, including resolution of all customer and merchant level escalations.
- Assist with the set-up of additional equipment for existing merchants.
- Work with on-boarding and ISO/ISV/PI Sales teams to ensure on-boarding times are within SLA.
- Assist merchant with PCI compliance inquiries.
- VIP Merchant support utilizing strong customer service skills and the ability to effectively deal with difficult personalities.
- Document customer inquiries/troubleshooting in CRM
- Act as a subject matter expert (SME) in one or more products and services.
- Ensure customer support guides are maintained for all partners.
- Provide technical training and coaching to team members and new employees.
- Perform other duties as assigned.
Technical Support Representative
Apriva
Scottsdale, AZ
02.2015 - 04.2019
- Respond to customer inquiries via phone and e-mail regarding customer support issues.
- Ensure customer satisfaction by directly providing customers with solutions to problems/issues.
- Document issues from opening to completion detailing entire process.
- Maintain ownership of issues through multiple levels of internal and external escalation.
- Acquire and maintain currency in product knowledge and related skills by reading technical documents/knowledge bases, attending trainings or technical related conferences, interfacing with peers and other engineers.
Volunteer
Home Management and School
San Tan, AZ
04.2004 - 01.2015
- Manage, implement, and coordinate multiple activities and schedules resulting in a smooth operation.
- Bookkeeping and accounting of monthly expenses.
- Assist teachers with data entry of homework, grade test, create and design walls for children’s artwork.
Toshiba Consumer Sales
Direct Alliance
Tempe, AZ
06.2003 - 04.2004
- Listened and assisted customers with their needs, sales process and returns.
- Answered questions about the products, services and directed them to the appropriate department, when needed.
- Managed 50 plus consumer accounts per month.
- Ensured accurate data entry for product delivery.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Outside Sales Representative
Labor Ready
Tucson, AZ
06.2002 - 05.2003
- Created new business, regenerate business from current and former clients.
- Call prospective businesses to set up appointments to meet about our services.
- Provided prospective clients detail description of our labor services and how our services can help their growing business.
- Input, maintain and follow-up on accounts receivable.
- Process credit applications and set credit limits.
- Followed up with customers on outstanding invoices.
- Scheduled 5-15 appointments per week and closed 5 new business accounts bi-weekly.
Education
Some College (No Degree) -
Pima Community College
Tucson, AZHigh School Diploma -
Sahuaro High School
Tucson, AZ05.1997
Skills
- Client rapport building
- Verbal and writing communication
- Problem resolution aptitude
- Client service excellence
- Employee coaching
- Credit card payment processing
- Cross-functional collaboration
Timeline
Senior Partner Support Manager
Nuvei
07.2022 - Current
Client Support Specialist II
Nuvei
04.2019 - 07.2022
Technical Support Representative
Apriva
02.2015 - 04.2019
Volunteer
Home Management and School
04.2004 - 01.2015
Toshiba Consumer Sales
Direct Alliance
06.2003 - 04.2004
Outside Sales Representative
Labor Ready
06.2002 - 05.2003
Some College (No Degree) -
Pima Community College
High School Diploma -
Sahuaro High School