Apolinar Cruz De La Cruz
Heroica Matamoros
Summary
Customer Support Representative with strong issue resolution and communication skills. Resolved customer complaints with professionalism and attention to detail, enhancing customer satisfaction through empathetic support. Committed to collaboration with team members to improve service protocols.
Motivated individual with solid communication and problem-solving strengths. Brings reliability, initiative, and a positive approach to supporting team goals. Eager to contribute and learn in fast-paced environments, ensuring customer needs are met effectively.
Overview
1
1
years of professional experience
Work History
Customer Support Representative
OSMOS XO Morgan & Morgan Law Firm
Heroica Matamoros, Tamaulipas, Mexico (Remote)
02.2024 - 09.2024
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Call Center Agent
Empire Comunications
Heroica Matamoros, Tamaulipas, Mexico
05.2018 - 12.2018
- Managed high volume of inbound customer inquiries effectively and efficiently.
- Resolved customer complaints by identifying issues and providing appropriate solutions.
- Collaborated with team members to improve response times and enhance customer satisfaction.
- Participated in regular team meetings to discuss performance metrics and strategies for improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Balanced competing priorities under pressure without compromising the quality of service provided.
Education
Georgetown High School
Georgetown,Texas05-1992
Skills
- Customer success management
- Complaint handling
- Report generation
- Data management
- Inbound call answering
- Attention to detail
- Active listening
- Call management
- Friendly and patient
- Customer communication and empathy
Timeline
Customer Support Representative
OSMOS XO Morgan & Morgan Law Firm
02.2024 - 09.2024
Call Center Agent
Empire Comunications
05.2018 - 12.2018
Georgetown High School