Customer Service Manager

Maria J Cruz

Ph: 951-***-**** Email: **********@*****.***

EXECUTIVE SUMMARY – 15 years of experience recruiting, training, developing, and motivating customer service staff. Proven record optimizing team performance to build customer loyalty and retention. I am an excellent communicator and an expert at identifying and resolving customer issues over the phone, email, chat, and social media platforms. I am excited to leverage my interpersonal skill to maintain or improve overall customer satisfaction.

SKILLS

SAP/CRM/Salesforce/Zendesk

Effective Communication

B2B/E-Commerce

Account Management

Leadership Capabilities

Conflict Resolution

Time Management

Diversity in the Workplace

Active Listening

Emotional Intelligence

Technical Support Management

PROFESSIONAL EXPERIENCE

CUSTOMER SERVICE MANAGER – aFe Power – Corona, CA 2021 – Current

Develop and manage a team of customer service/technical support reps handling an average of 1500 calls weekly and 600 email inquiries, along with chat services.

Handle escalated customer inquiries with soft skills and issue resolution skills

Implemented email templates and call flow standards to create a more efficient experience for our customers, resulting in a decrease in cancelled orders.

Cross-trained all agents to handle all phone/email inquiries

Collaborated with Senior Management and influencing staff members to implement customer service strategies, such as revamping our Contact Us page on our website and a ticketing process for warranty/RMA requests.

CUSTOMER SERVICE II– City of Riverside Public Utilities Group – Riverside, CA 2020 – 2021

Handled an average of 100 email/phone inquiries daily from residential and business owners

Assisted residents/businesses with online customer portal usage and finding resources for bill payment assistance.

Collaborated with multiple departments such as 311 and Field Services to assist with customer inquiries

Assisted community members with understanding their bill and payment schedules

Joined the Ambassador Committee to enhance employee motivation, satisfaction, and productivity

CUSTOMER ACCOUNT SPECIALIST II – Chamberlain Group – Hybrid/Remote Oakbrook, IL 2018-2020

Managed multiple distributor accounts such as Wal-Mart, Lowe’s, Ace Hardware, Home Depot, and Amazon with processing orders

Assisted distributors with online account management, password resets, acquiring invoices, and how to use My-Q portal for their end users

Collaborated with multiple departments such as sales, accounting, and the warehouse teams to manage accounts for accurate order fulfillment, payments, invoices, and credits.

Cross-trained with other account managers to act as a backup and support when needed.

Assisted with mentoring new hires on processes and procedures

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CUSTOMER EXPERIENCE & SALES SUPERVISOR – Dyson – Remote 2010– 2017

Lead and developed a strong, high performing and driven customer service team while managing change within the environment resulting in recognition for our conversion rate and maintaining a satisfactory NPS score.

Set a strategic vision for my team, establishing the standard of quality and translating this into an average call-handle time of under 7 minutes as a team.

Implemented a tiered support model to determine customer needs for a more efficient and effective resolution

Collaborated marketing teams in establishing marketing campaigns for social media

EDUCATION

Coyne College – A.A.S – Medical Administration Program Grad: 06/2012

University of Pheonix – B.A.S. Human Resources Enrolled

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