N elson Cruz

***** ****** **** **. ***# ***, Clermont, Fl

407-***-****

abhr5r@r.postjobfree.com

CUSTO ME R SERV ICE PROFESSIONAL

My goal is to obtain a position as a team-player in a people-oriented organization where I can maximize my

customer-service experience in a challenging environment to achieve the corporate goals.

More than 7 years’ successful experience in customer service and support with recognized

P rofile

strengths in account maintenance, problem-solving and trouble-shooting, sales staff

support, and planning/implementing proactive procedures and systems to avoid problems in

t he first place.

Possess solid computer skills.

Excellent working knowledge using Microsoft Excel, WordPerfect, Microsoft Word.

Ability to train, motivates, and supervise customer service employees.

A team player, acknowledged as “Total Quality Customer Service Professional.”

Selected above peers to lead the call center and customer service team.

2008 -

O r a nge l a ke Resorts, Owne r Suppo rt, K issimmee, F L

Employment

P resent

O wner Support Team Lead

Covering 5 states (Florida, North Carolina, Vermont, Wisconsin, Tennessee),

responsible for more than 3,800 individual and corporate accounts.

Quickly and effectively solve customer challenges.

Maintain quality control/satisfaction records, constantly seeking new ways to

i mprove customer service.

Responsible for the supervision of a staff of fifth teen people within the owner

support department.

Help the department increase revenues but 15% in the sale of Point Shields.

Handled a high influx of inbound calls within a dynamic call center

environment.

Managed multiple priorities and maintained effective results in a quota driven

workplace

Responded to customer inquiries and requests and resolved issues efficiently and

p rofessionally.

Exercised strong interpersonal communication skills with customers and

department personnel.

Accepted assignments with an open, cooperative, positive and team-oriented

a ttitude.

Strike a positive and cooperative tone with both customers and coworkers.

As team leader, motivated and supervised an inbound/outbound call center staff

of 200.

2005 - 2008

Westgate Resort, Owner Suppor t, Ocoee, F L

Owner Support

Responsible for the supervision of a staff of twenty people within the owner

support department.

Help the department increase revenues but 15% in the sale of Point Shields.

Created a training document to help increase the sales in Points Shields.

Handled a high influx of inbound calls within a dynamic call center

environment.

Managed multiple priorities and maintained effective results in a quota driven

workplace

Responded to customer inquiries and requests and resolved issues efficiently and

p rofessionally.

Exercised strong interpersonal communication skills with customers and

department personnel.

Accepted assignments with an open, cooperative, positive and team-oriented

a ttitude.

Strike a positive and cooperative tone with both customers and coworkers.

As team leader, motivated and supervised an inbound/outbound call center staff

of 300.

Generate qualified sales leads

1998

AME DCO, B ayamon, PR

Education

2 years in computer science

References Fu rnished Upon Request

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