Cruz Oscar Saavedra Torres
Tijuana,BC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Integon
Tijuana, Baja
03.2025 - 04.2026
- Handled customer inquiries via phone and email, ensuring prompt responses.
- Resolved issues by analyzing customer concerns and providing effective solutions.
- Maintained accurate records of customer interactions in company systems.
- Suggested additional products or services that could be beneficial to travelers such as foreign currency exchange services or rental car insurance plans.
- Managed on-site insurance personnel, training staff in procedures, workflows, carrier underwriting guidelines and sales goals.
- Assisted clients in selecting appropriate insurance policies based on individual needs.
- Provided ongoing support to clients during policy changes and renewals.
- Assessed customer needs through active listening techniques to provide appropriate solutions.
- Maintained calm presence even at times of high stress, employing active listening, and dynamic communication skills when interacting with patients.
Customer service
Universal contact Center
Tijuana, Baja
10.2024 - 03.2025
- Developed strategies to improve customer service quality standards.
- Assisted bank with pre-approved loans for vehicles
- Provided exemplary customer
- service to ensure satisfaction.
- Led team meetings to discuss performance and improve workflows.
- Established relationships with external partners who refer potential customers for auto loans.
- Resolved customer inquiries regarding loan status or payment history.
Supervisor /Service Dispatcher
Cyber city
Tijuana, Baja
01.2023 - 09.2024
- Supervised daily operations and ensured adherence to company policies.
- Managed team schedules and delegated tasks to meet production goals.
- Trained new employees on safety procedures and operational workflows.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Updated records of driver locations, delays, and cancellations.
Customer Service Team Leader
Redial BPO
Tijuana, Baja
04.2022 - 12.2022
- Led customer service team to ensure high-quality support and satisfaction.
- Managed daily operations and workflow within the customer service department.
- Trained new team members on policies and best practices for customer engagement.
- Monitored performance metrics to identify areas for improvement in service delivery.
- Facilitated regular team meetings to discuss challenges and share best practices.
- Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations.
- Reviewed incoming emails and calls from customers to ensure proper resolution was provided.
- Audited calls periodically to ensure adherence to company standards by all agents.
- Maintained up-to-date knowledge about product information and pricing details.
- Drafted reports summarizing weekly performance metrics of the team members.
Quality Assurance Analyst
Call Center Service International
Tijuana, Baja
10.2019 - 03.2022
- Conducted quality audits on call center interactions to ensure compliance with standards.
- Collaborated with teams to develop and implement testing protocols for services.
- Analyzed customer feedback to identify trends and recommend improvements.
- Analyzed agents active listening skills.
- Agents Show empathy when required.
- Documented and reported defects in systems using tracking tools for resolution.
- Reviewed call recordings to assess agent performance against quality benchmarks.
- Assisted in creating detailed reports highlighting quality metrics and findings.
- Coordinated with management to address quality issues and enhance service delivery.
Education
Kearney High School
San Diego , United States Skills
- Multi Customer service
- Performance analysis
- Team leadership
- Complaint resolution
- Conflict resolution
- Active listening
- Critical thinking
- Empathy and understanding
- Strong empathy skills
- Performance metrics
- Customer relationship management
- Active listening and communication
- Empathy and active listening
- Communication and empathy
- Empathy and understanding
- Patience and empathy demonstration
- Time management
- Stress management
- Multitasking Abilities
- Good Telephone Etiquette
- Data entry
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
Customer Service Representative
Integon
03.2025 - 04.2026
Customer service
Universal contact Center
10.2024 - 03.2025
Supervisor /Service Dispatcher
Cyber city
01.2023 - 09.2024
Customer Service Team Leader
Redial BPO
04.2022 - 12.2022
Quality Assurance Analyst
Call Center Service International
10.2019 - 03.2022
Kearney High School