Yahira Cruz
Riverview,FL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Global Payments
Remote, FL
10.2023 - 10.2025
- Assist customers with processing orders, solve complaints, and answer any questions they may have.
- Remain up-to-date on various policy changes, new products and delivery options.
- Collaborate with external departments to verify accounts.
Customer Service Representative
OneTouch Direct
Tampa, FL
07.2019 - 08.2023
- Used internal knowledge systems and tools to research and resolve questions.
- Handled emails, inbound calls, and outbound calls.
- Remained up to date with marketing strategies.
Team Member
Chick-fil-A
Tampa, FL
08.2017 - 07.2019
- Delivered exceptional customer service to enhance guest satisfaction and loyalty.
- Operated register to process payments and collect cash payment for order totals.
- Addressed and resolved customer complaints in polite and professional manner.
- Worked different stations to provide optimal coverage and meet production goals.
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
Member Advocate
Alorica
Tampa, FL
09.2014 - 07.2017
- Answered any questions members may have about existing insurance policies and benefits.
- Used internal knowledge systems and tools to research and resolve questions.
- Completed documentation of all calls, chats and emails.
Education
High School Diploma - undefined
Seminole Heights Charter High School
Tampa, FL01.2015
Skills
- Microsoft
- Genesys software
- Epic systems
- Verint
- Salesforce
- Excel
- CRM
Timeline
Customer Service Representative
Global Payments
10.2023 - 10.2025
Customer Service Representative
OneTouch Direct
07.2019 - 08.2023
Team Member
Chick-fil-A
08.2017 - 07.2019
Member Advocate
Alorica
09.2014 - 07.2017
High School Diploma - undefined
Seminole Heights Charter High School