Serina Cruz
Customer Service Representative
Loganville,GA
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Mayday Business Services
04.2020 - Current
- Resolved 95% of customer inquiries during initial contact by leveraging comprehensive product knowledge and CRM software.
- Successfully streamlined customer support processes and reduced average customer effort score by 15%, through proactive problem-solving, and personalized communication.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time, and productivity.
- Utilized job-related software to prepare change of address records and issue service modification orders.
Assistant Event Coordinator
Tazikis Cafe
Greenville, SC
06.2017 - 04.2020
- Regularly updated event records and files, guaranteeing accuracy and completeness.
- Maintained a book of business consisting of 50+ clients.
- Ensuring timely communication to foster strong relationships and increase retention rates.
- Generated detailed notes summarizing the key takeaways and outcomes of each event.
- Participated in sales and marketing campaigns, including lead generation and follow-up activities.
- Created and upheld calendars and timelines, resulting in improved efficiency and on-time execution of events.
- Prepared a variety of cold dishes including salads, sandwiches and appetizers prior to each event.
Team Lead
Starbucks
Clemson, SC
05.2014 - 06.2017
- Prepared detailed shift summary reports for the supervisor, highlighting progress on goals and objectives.
- Facilitated effective communication between management and team members by conveying assigned tasks, reporting disciplinary issues, and customer service complaints.
- Mentored and coached new hires on company policies, procedures, and job skills, including food preparation techniques, cooking methods, and portion control.
- Demonstrated proficiency in consultative selling techniques to identify customer needs and tailor solutions accordingly.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Skills
- Excellent verbal and written communication
- Problem-solving and conflict resolution
- Time management and organizational skills
- Proficiency in customer relationship management (CRM) software
- Data entry and management
- Adaptability and flexibility in dynamic environments
- Microsoft Office Suite
- Strong technical aptitude
- Computer Proficiency
- Administrative Support
Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteImportant To Me
Work-life balanceCareer advancementCompany CulturePersonal development programsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Education
Business Management And Administration
Tri-County Technical College
Pendleton, South CarolinaAccomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Timeline
Customer Service Representative
Mayday Business Services
04.2020 - Current
Assistant Event Coordinator
Tazikis Cafe
06.2017 - 04.2020
Team Lead
Starbucks
05.2014 - 06.2017
Business Management And Administration
Tri-County Technical College