Yesenia Lizbeth Cruz

• Filed property damage insurance claims.
• Provided claim status updates and policy guidance.
• Explained settlement letters and repair estimates to homeowners.
• Prepared settlement documents for licensed adjusters.
• Built and processed settlement letters and estimates.
• Packaged claim checks with required documentation for daily mail.
• Reviewed claim checks for accuracy and requested revisions when needed.
• Processed legal invoice payments.
• Uploaded and maintained legal payment documentation.
• Issued stop payments, reissued, and voided claim checks as needed.

• Handled inbound inquiries for Target gift cards, prepaid cards, and third-party gift cards.
• Resolved Target.com escalations to ensure exceptional customer satisfaction.
• Investigated and resolved fraud, scam, stolen, damaged, and unauthorized gift card cases.
• Assisted customers with gift card inquiries and account issues.
• Guided customers through Target.com, product questions, and online order placement.
• Processed refunds, replacements, cancellations, and order updates.
• Monitored transactions for suspicious activity and escalated potential fraud.
• Investigated flagged accounts and validated transactions to minimize fraud risk.
• Canceled fraudulent transactions and documented investigative findings.
• Maintained confidentiality while handling sensitive customer information.
• Delivered exceptional customer service through strong communication, problem-solving, and active listening skills.
• Built customer loyalty by providing personalized, solution-focused support.

• Exceeded individual and team goals as a remote Loss Drafts Specialist.
• Guided homeowners through loss mitigation and home repair options.
• Clearly explained the loss drafts process through strong verbal and written communication.
• Managed sensitive homeowner accounts and documentation.
• Assisted team members with loss mitigation cases as needed.
• Coordinated with insurance companies and contractors to support timely repairs.
• Performed quality assurance on inbound and outbound calls.
• Resolved homeowner concerns with a focus on customer satisfaction.
• Evaluated borrower financial information to recommend appropriate solutions.
• Reviewed delinquent accounts and facilitated next steps for repairs.
• Maintained accurate homeowner files throughout the repair process.

• Thrived in a fast-paced recruiting environment.
• Posted job openings across multiple recruiting platforms.
• Screened resumes and identified qualified candidates.
• Conducted phone and in-person interviews for administrative and light industrial roles.
• Scheduled interviews and coordinated hiring manager calendars.
• Hosted and attended virtual and in-person job fairs.
• Developed short- and long-term recruiting pipelines.
• Maintained accurate candidate records in the company database.
• Conducted onboarding and final interviews for Spanish-speaking candidates.
• Prepared weekly recruiting performance reports.
• Collaborated with management to improve recruiting strategies.
• Served as the primary contact for associates and job seekers.

• Handled English/Spanish inbound calls from mortgage and home equity owners
• Assisted customers with monthly payments and payment arrangements to streamline financial management
• Attentively listen to customers' needs to ensure a positive customer experience
• Collaborated with third parties to facilitate refinancing and closing of loans for customers
• Updated customer data and interaction logs to maintain accurate account information
• Provide customers with payoff quotes and necessary steps for closing mortgage or home equity loans

• Successfully closed deals for Charter Spectrum internet, cable and home phone
• Met business quota for commission
• Achieved business commission quota through targeted sales efforts
• Identified and offered customers optimal deals tailored to their location
• Addressed and resolved customer objections to facilitate sales
• Actively searched for customer needs and provided solutions
• Warm called potential customers from Wal Mart, Best Buy and local malls
• Followed up with customers after 1 month of service
• Informed past clients of outstanding balances and explained an action plan for next steps
• Provided customers with other providers if we were unable to meet their needs which kept sales in house

• Handled 50+ inbound and outbound calls daily in English and Spanish.
• Guided customers through the online car-buying process.
• Helped customers obtain loan pre-approvals and coordinated with third parties.
• Assisted with vehicle registration inquiries.
• Adapted quickly to new software and policy updates.
• Assisted customers with post-sale vehicle repair inquiries.
• Guided customers on extended warranty options.

• Prepared and packaged food orders accurately for customers.
• Consistently exceeded performance goals and earned recognition for excellent customer service.
• Maintained clean, organized, and sanitized food preparation areas.
• Worked with team members to serve hundreds of customers daily.
• Prepared fries by dicing, frying, and packaging to quality standards.
• Monitored inventory and restocked supplies as needed.
• Resolved customer concerns to promote satisfaction and loyalty.
• Provided knowledgeable service and ensured accurate order placement.
• Verified order accuracy and processed customer transactions.
• Independently managed the dining room, assisted customers, and kept the area fully stocked.

Upper secondary education