GUILLERMO CRUZ
Bayamón
Summary
My current work is at the Junta de Retiro Gobierno de Puerto Rico as a Customer Service Representative "Ayudante Especial", with over 11 years of experience in personal customer service, tech support, and customer care. Recognized for exceptional productivity and efficient task completion through expertise in conflict resolution and customer service software. Strong competencies in communication, problem-solving, and time management drive successful operations in customer-focused environments. Adept at fostering positive relationships through active listening, empathy, and patience.
"Committed to continuous improvement and seeking opportunities for professional growth".
Overview
11
11
years of professional experience
Work History
Ayudante Especial
Junta de Retiro Gobierno de Puerto Rico
02.2014 - Current
- Attend daily retired teachers all Government agencies with financial and retirement plan
- Prioritized and organized special tasks like emails, attend especial meetings among other to meet service objectives.
- Duties include: retrieving customer data, presenting relevant retirement information; etc
- Planned, designed and execute all communication and public relations of Junta de Retiro.
- Received an average 85% customer satisfaction rating to date, 15% higher than company average
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Conducted regular meetings with team members to discuss progress and concerns.
- Facilitated collaboration between departments to ensure projects ran smoothly.
- Resolved customer complaints in a timely manner.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Prioritized and organized tasks to efficiently accomplish service goals.
Customer Service Representative
Oficina del Comisionado de Seguros "Destaque"
06.2018 - 06.2019
- Provided basic technical support for clients on a wide range of insurance services and products, resolving issues at a 90% rate for Hurricane Maria Claims
- Remained courteous and calm, even during moments of customer dissatisfaction
- Resolve customer complaints via phone or email
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved customer complaints promptly and efficiently.
- Answered incoming calls and emails, providing frontline customer support or assistance.
Cuartel General De Puerto Rico "Destaque"
Guillermo Cruz
San Juan, Puert Rico
12.2017 - 06.2018
- Attained a high resolution rate of 90% for Hurricane Maria claims via dedicated client assistance at Extra Hours Department.
- Worked effectively in team environments to make the workplace more productive.
- Provided extended support and labor for the Police Department at Cuartel General amidst Hurricane Maria at Extra Hours Department.
- Worked successfully with a diverse group of coworkers to accomplish goals.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed completed work to verify consistency and conformance.
Education
B.A. - GRAPHIC DESIGN
Universidad Del Turabo
Gurabo, PR01.2012
Skills
- Microsoft Office
- Outlook
- Word
- PowerPoint
- Excel
- Adobe Programs
- Photoshop
- Illustrator
- InDesign
- Premiere Pro
- Effective communication
- Customer service
- Task delegation
- Communication skills
- Problem-solving
- Project management
- Problem-solving aptitude
- Task prioritization
- Multitasking Abilities
- Problem-solving abilities
- Active listening
- Adaptability
- English and Spanish
- Team collaboration
- Customer satisfaction
- Time management
- Problem solving
- Conflict resolution
- Problem-solving skills
- Software navigation
- High-energy attitude
- Administrative support
- Teamwork
- Multitasking and prioritization
- Order documentation
- Team building
Awards August 01,2017
Creator, logo designer, and developer of SRM, 'Sistema de Retiro de Puerto Rico'
The logo was used from 2017 to 2022
Timeline
Customer Service Representative
Oficina del Comisionado de Seguros "Destaque"
06.2018 - 06.2019
Cuartel General De Puerto Rico "Destaque"
Guillermo Cruz
12.2017 - 06.2018
Ayudante Especial
Junta de Retiro Gobierno de Puerto Rico
02.2014 - Current
B.A. - GRAPHIC DESIGN
Universidad Del Turabo
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