Sandra Cruz
Austin
Summary
Results-driven and client-focused Customer Service Manager with a strong background in managing cross-functional teams, ensuring client satisfaction, and optimizing processes to drive service excellence. Proven ability to handle complex issues, streamline workflows, and collaborate with internal teams to meet client needs. Adept at managing day-to-day operations, tracking performance metrics, and using tools like Tableau for reporting and analysis. Eager to leverage my communication, organizational, and problem-solving skills to transition into an Advertising Operations role, where I can contribute to the success of campaigns, ensure smooth operations, and support both clients and internal teams.
Overview
9
9
years of professional experience
Work History
Premier Service Manager / Client Success Manager
Mood Media
04.2018 - Current
- Acted as a key liaison between the Account Management team and internal departments to initiate and route client requests (e.g., store closures, quote/design requests, billing changes, re-contracts) for efficient resolution.
- Ensured client satisfaction with Mood products and services by proactively addressing issues and maintaining open lines of communication.
- Managed day-to-day client interactions, focusing on service excellence and driving account growth and retention.
- Tracked and resolved client service issues, ensuring timely completion and fostering positive relationships.
- Conducted client research and produced ad-hoc reporting to support decision-making and enhance service offerings.
- Created and updated articles in the Client Data Repository (CDR) in Oracle EBS, ensuring the accuracy and accessibility of client information.
- Supported the Account Management team in identifying opportunities for account expansion and retention, contributing to overall business success.
- Maintained account integrity by ensuring data accuracy across multiple databases and systems.
- Monitored the status of product demos and pilot programs to ensure smooth execution and client satisfaction.
- Managed conflict resolution effectively, ensuring client concerns were addressed and resolved in a timely and professional manner.
- Assisted with special projects and additional responsibilities as needed to support team goals and client needs.
Account Administrative Representative
Mood Media
05.2017 - 03.2018
- Created accounts in the Oracle EBS system
- Created service contracts for accounts in my portfolio
- Updated RMR upon Account Management requests
- Updated install base as needed
- Ran reports to maintain data integrity
- Reconciled and noted and reported discrepancies found in records
Client Satisfaction Representative
Mood Media
04.2016 - 05.2017
- Answered an average of 40 inbound calls daily, providing exceptional customer service and technical support.
- Worked closely with clients to diagnose and resolve technical issues, ensuring their satisfaction before concluding each call.
- Guided customers through step-by-step troubleshooting processes, empowering them to resolve basic issues independently and enhancing their technical proficiency.
- Consistently maintained a high customer satisfaction rate by providing clear, empathetic support and ensuring all concerns were addressed in a timely manner.
Skills
- Project Management: Skilled in managing multiple tasks and deadlines while ensuring high-quality results Proficient in organizing resources, tracking progress, and reporting on status
- Communication: Strong verbal and written communication skills, with the ability to convey complex information clearly and collaborate effectively with internal teams and clients
- Problem-Solving: Adept at resolving issues quickly and efficiently, ensuring minimal disruption and maintaining client satisfaction
- Process Optimization: Experienced in identifying areas for process improvement, streamlining workflows, and implementing solutions to enhance operational efficiency
- Collaboration: Proven track record of working with cross-functional teams to achieve goals and meet client expectations
- Data Reporting & Analysis: Proficient in using Tableau for creating visual reports, tracking key performance metrics, and providing actionable insights for decision-making
- CRM Systems & Database Management: Experienced in managing client data, ensuring accuracy across multiple databases and systems, and utilizing platforms such as Oracle EBS
Timeline
Premier Service Manager / Client Success Manager
Mood Media
04.2018 - Current
Account Administrative Representative
Mood Media
05.2017 - 03.2018
Client Satisfaction Representative
Mood Media
04.2016 - 05.2017
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