JOSE CARLOS CRUZ CRUZ
Dental Surgeon
Chalco, México
Summary
Accomplished Compliance Specialist with a proven track record at American Express, enhancing compliance through meticulous auditing and policy development. Skilled in customer service and problem resolution, significantly improved satisfaction ratings and compliance standards. Expert in CRM software and training delivery, created initiatives led to notable performance improvements across teams.
Successful customer care with 8+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Compliance Specialist
American Express
11.2021 - Current
- Reduced instances of non-compliance through meticulous monitoring of internal controls and periodic audits.
- Evaluated existing policies regularly, identifying areas for improvement and recommending revisions as needed.
- Conducted regular reviews of vendor and third-party relationships, ensuring that all external partners adhered to appropriate regulations and maintained our high standards of ethical behavior.
- Performed quality reviews to uncover workflow and communication issues.
- Analyzed data trends from ongoing monitoring efforts, utilizing insights gained to improve upon existing compliance initiatives further continually.
- Enhanced company compliance by developing and implementing comprehensive policies and procedures.
Customer Care Representative
American Express
03.2019 - 10.2021
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Navigated multiple computer systems and applications to find information.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Communicated with clients regarding account services, statements, and balances.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
Technical Support Representative
Hewlett Packard, HP
06.2017 - 04.2019
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Used ticketing systems to manage and process support actions and requests.
Lead Agent
Marriott
05.2014 - 01.2017
- Monitored call quality to ensure high levels of professionalism and adherence to company standards.
- Identified areas for improvement in agent performance, providing constructive feedback and coaching for success.
- Spearheaded initiatives focused on enhancing customer service delivery, leading to higher satisfaction ratings from clients.
- Trained new hires on company policies, procedures, and best practices, ensuring consistent service quality across the team.
- Implemented new training programs aimed at improving agent skills and knowledge, resulting in improved performance metrics.
- Increased client retention through excellent communication and effective problem-solving techniques.
Education
Dental Surgeon - Dentistry (Pre-Dentistry)
Universidad Michoacana De San Nicolas De Hidalgo
Morelia, Michoacán, Mexico 05.2001 -
Skills
Bikes, books, podcast
Since I was a child I have used various types of bicycles, BMX, MTB, Road bikes; I like to read physical books and a little bit of audiobooks, listening to podcasts in downtime is very useful
Timeline
Compliance Specialist
American Express
11.2021 - Current
Customer Care Representative
American Express
03.2019 - 10.2021
Technical Support Representative
Hewlett Packard, HP
06.2017 - 04.2019
Lead Agent
Marriott
05.2014 - 01.2017
Dental Surgeon - Dentistry (Pre-Dentistry)
Universidad Michoacana De San Nicolas De Hidalgo
05.2001 -
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