Angel Nazario Cruz
Bayamón
Summary
Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Conduent Business Services
08.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Installation Technician
Santa Juanita Gas
01.2008 - 12.2015
- Coordinated installation projects, ensuring timely completion and minimal disruption to client operations.
- Developed troubleshooting protocols, streamlining issue resolution processes for technical teams.
- Used hand and power equipment for hoisting, measuring, testing, and drilling of various types of installations.
- Diagnosed and troubleshot system faults, identifying equipment issues and resolutions.
- Maintained high level of safety when using hand and power equipment for hoisting, measuring, testing, and drilling of various types of installations.
- Completed installations within deadlines, adhering to company policies and safety guidelines.
Customer Service Representative
Autoridad De Acueductos Y Alcantarillados
05.2005 - 12.2007
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
Customer Service Representative
US Net
02.2004 - 03.2005
- Conducted follow-up calls, fostering client relationships and answering questions.
- Increased sales opportunities with personalized product recommendations.
Store Manager
Casa De Los Tapes
02.2000 - 01.2004
- Analyzed sales trends to adjust inventory orders for improved turnover.
- Analyzed sales data for strategic planning and resource allocation.
- Motivated staff to achieve store goals for enhanced sales productivity.
- Established a welcoming atmosphere to encourage repeat business.
- Resolved customer complaints for improved store reputation and loyalty.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Assisted with hiring, training and mentoring new staff members.
Education
No Degree - Electronic Engineering
Interamerican University of Puerto Rico
Bayamón, P.R.Skills
- Customer service
- Call center experience
- Problem-solving
- Computer proficiency
- Customer satisfaction measurement
- Professional telephone demeanor
- Product knowledge
- Customer relationship management (CRM)
- Fluent bilingualism
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Customer Service Representative
Conduent Business Services
08.2021 - Current
Installation Technician
Santa Juanita Gas
01.2008 - 12.2015
Customer Service Representative
Autoridad De Acueductos Y Alcantarillados
05.2005 - 12.2007
Customer Service Representative
US Net
02.2004 - 03.2005
Store Manager
Casa De Los Tapes
02.2000 - 01.2004
No Degree - Electronic Engineering
Interamerican University of Puerto Rico
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