CRISTY MATIAS IZQUIERDO
San Sebastian
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
17
17
years of professional experience
Work History
Customer Service Representative- F.E.M.A. Support
Capitol Bridge LLC
08.2024 - Current
- Assisted customers in navigating company website and placing online applications, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions averaging 20+ incoming calls , ensuring proper follow-up and resolution of issues.
- Assisted in disaster relief efforts, contributing to faster community recovery.
- Provided assistance during natural disaster relief efforts, supporting affected communities with essential resources.
- Contributed to the development of disaster relief strategies, ensuring timely and efficient response efforts to applicants.
- Participated in disaster relief efforts during emergencies, offering crucial support during challenging times.
ARMY Puerto Rico National Guard
India CO, 634th CS BN
01.2015 - Current
- Provide leadership to personnel through effective goal setting and communication
- Aligns goals of the section with the departments & company’s goals, policies & strategies
- Specialized in maintaining stock records & other documents
- Processes requests & documents at direct level through warehouse section
- Annotate, prepared & distributed equipment & field rations
- Assigned as maintenance and supply NCO for the Task Force West during Missions: Hurricane Maria 2017-2018, Anniversary (Earthquake) 2020, COVID19 April 2020, FALKEN (Tire Recycling) 2021.
- Assisted in emergency situations by remaining calm under pressure, following established protocols, and providing support to first responders.
- Responded quickly to alarms or other emergencies while coordinating with local law enforcement when necessary for swift resolution of incidents.
- Completed detailed reports on daily activities, incidents, or irregularities observed during shift hours.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Participated in disaster relief efforts, offering invaluable support during times of crisis within the community.
- Supported humanitarian missions by providing security assistance, disaster relief efforts, and community engagement initiatives.
- Coordinated disaster relief efforts, delivering life-saving aid supplies to affected communities.
- Participated in humanitarian assistance efforts, providing security and logistical support during disaster relief missions.
Team Leader
Infosys BPM
01.2021 - 04.2024
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering positive and collaborative work environment.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Enhanced communication within team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Initiated regular team meetings to review performance metrics, share best practices, and maintain a consistent focus on quality improvement goals.
- Participated in internal audits to ensure compliance with industry standards and regulations relating to product quality.
- Analyzed performance metrics to identify trends, gaps, and areas for improvement within the center''s operations.
Sales Clerk
U.S Coast Guard Exchange BQN
01.2019 - 01.2021
- Developed strong relationships with customers, driving repeat business and loyalty.
- Processed 60+ transactions quickly and accurately, maintaining a high level of customer satisfaction.
- Kept front check out area clean and organized for efficient service.
- Collaborated with team members to achieve store sales targets and improve overall performance.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Processed payments and returns with accuracy and efficiency.
- Enhanced customer service experience by acting quickly and applying appropriate resolutions for common problems.
- Opened and closed store by balancing cash registers and receipts.
- Demonstrated strong communication skills while interacting with diverse clients, building rapport that facilitated successful transactions.
Senior Retail Associate
Walgreens
08.2007 - 09.2015
- Trained new employees on company policies, procedures, and best practices to ensure consistent performance across the team.
- Contributed to a positive store environment by maintaining a clean, organized, and visually appealing sales floor.
- Handled customer issues and complaints with professionalism and diplomacy, leading to successful resolutions.
- Collaborated with team members to achieve store goals, resulting in higher overall performance metrics.
- Operated cash register efficiently during peak hours while maintaining accuracy in transactions processed.
- Supported management in loss prevention efforts by adhering to company policies and monitoring suspicious activity.
- Strengthened relationships with clients through follow-up communication, building loyalty and repeat business.
- Assisted in driving sales growth through effective merchandising strategies and product knowledge.
- Developed strong working relationships with vendors resulting in better support for products offered at our retail location.
- Managed inventory levels, ensuring proper stock levels were maintained to meet customer demand.
Education
FEMA Online Courses
Remote07.2024
A.S. Business Administration in Management -
ICPR COLLEGE
01.2006
International Fire Services Accreditation Congress
Ft. Buchanan, Bayamon Puerto Rico08.2024
Skills
- Fully bilingual: English & Spanish
- Computer knowledge (Microsoft Office: Excel, Power Point) & troubleshooting
- Strong organizational skills
- Professional & courteous demeanor
- Active listening
- Team Leadership
- Quality Control
- SOP Adherence
- Logistics Management
- Reporting and analysis
- Interpersonal Skills
- Disaster relief training
- HAZMAT training and handling certification NFPA 740 Ch5 & 7 2022 Ed
Timeline
Customer Service Representative- F.E.M.A. Support
Capitol Bridge LLC
08.2024 - Current
Team Leader
Infosys BPM
01.2021 - 04.2024
Sales Clerk
U.S Coast Guard Exchange BQN
01.2019 - 01.2021
ARMY Puerto Rico National Guard
India CO, 634th CS BN
01.2015 - Current
Senior Retail Associate
Walgreens
08.2007 - 09.2015
A.S. Business Administration in Management -
ICPR COLLEGE
International Fire Services Accreditation Congress
FEMA Online Courses
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