Summary
Overview
Work History
Education
Skills
References
Websites
Software
Timeline
Generic

Ruben Cruz Diaz

McAllen,TX

Summary

Practiced customer service professional with expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information.

Overview

15
15
years of professional experience

Work History

Customer Care Advocate

Anthology
05.2022 - Current
  • Delivered exceptional customer service by troubleshooting problems over the phone for parents and students
  • - Assisted Parents and students with chat and web requests as a dedicated Web request/Chat advocate.
  • Participated in team meetings to discuss new initiatives and ideas for enhancing the overall customer experience.

Cox Communications Billing Support

Cox Communications
11.2020 - 11.2021
  • Cox Communications Billing Support - Provided customer support for billing-related inquiries, assisting with account management and resolving payment issues.
  • Performed research into products, services, pricing plans and industry trends to stay informed of developments in the market.

Xbox Support Agent

Teleperformance
Edinburg, TX
06.2018 - 11.2020
  • Provided comprehensive support for various aspects of Xbox Support including Account and Billing assistance, as well as Hardware and Networking troubleshooting.
  • Identified trends in customer feedback data to improve overall customer experience.
  • Provided guidance to junior members of the team regarding best practices for handling queries.
  • Mentored junior team members and managed employee relationships.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Transitioned to Forum's Support under Xbox in April 2019
  • Transitioned to Xbox Twitter Support in August 2019
  • Transitioned to Xbox Phone support in October 2020
  • Moved on from Xbox in November 2020.

H&R Block Product Support

Teleperformance
Edinburg, TX
02.2018 - 04.2018
  • Provided technical support and assistance to customers for software and online products.
  • Supported internal teams with technical expertise in product usage and functionality.
  • Analyzed customer feedback data to identify trends in customer service requests.
  • Provided technical support to customers for product installation, configuration and troubleshooting.

Xbox Support Agent

Teleperformance
Edinburg, TX
07.2016 - 01.2018
  • Provided support for Xbox users in various areas such as Accounts & Billing, Hardware, and Networking
  • Documented processes related to customer support operations for future reference purposes.
  • Maintained accurate records of customer interactions, documenting solutions and updates to existing issues.
  • Contributed ideas towards improving the overall efficiency of the support team.

Cashier/Mechanic/Salesman

American Industrial Supplies and Tool Repair Inc.
Pharr
06.2009 - 12.2013
  • Charged and assisted customers while addressing their inquiries.
  • Repaired drills, staple guns, nail guns, and small to medium generators.
  • Handled supply loading and unloading responsibilities.

Education

Bachelor of Arts - Music Education

Texas A&M University - Kingsville
Kingsville, TX

Bachelor of Arts - Theater Arts

The University of Texas Rio Grande Valley
Edinburg, TX

Skills

  • Active Learning
  • Dispute Resolution
  • Escalation management
  • Customer Segmentation
  • Empathy Display
  • Email correspondence
  • Order Processing
  • Project Management

References

  • Carter Hammond, Supervisor at Anthology, (606) 386-1073
  • Cynthia Viera, Bilingual Billing Rep, Charter Spectrum, (956) 215-5592, cynthia.viera@charter.com
  • Jorge Salinas, Supervisor at Xbox, (956) 340-6825
  • Richard Pena, (956) 279-0386
  • Angel Correa, General Manager, (956) 702-4410

Software

Microsoft Office

Microsoft Excel

Microsoft Word

Salesforce

Windows OS

MAC OS

Timeline

Customer Care Advocate

Anthology
05.2022 - Current

Cox Communications Billing Support

Cox Communications
11.2020 - 11.2021

Xbox Support Agent

Teleperformance
06.2018 - 11.2020

H&R Block Product Support

Teleperformance
02.2018 - 04.2018

Xbox Support Agent

Teleperformance
07.2016 - 01.2018

Cashier/Mechanic/Salesman

American Industrial Supplies and Tool Repair Inc.
06.2009 - 12.2013

Bachelor of Arts - Music Education

Texas A&M University - Kingsville

Bachelor of Arts - Theater Arts

The University of Texas Rio Grande Valley

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Ruben Cruz Diaz