Customer Service Quality Assurance

Michael Garrick Cruz

**** **** ***, ****** ****, MO 64130

Cell : 816-***-****

*******@*****.***

Professional Summary

Highly motivated customer service professional seeking a new and challenging career opportunity that will allow me to utilize the skills I’ve acquired from my past ventures.

Experience

Bread and Butter Concepts

September 8-present

Kansas City, MO

Catering Utility

Responsibilities include drives and unloads trucks to event site. Ensures proper security and care of all company equipment and product. Ensures proper product setup and health standards at events. Ensures proper event breakdown. Maintains a neat and clean working area. Ensures accurate inventory of event items that are packed and are ready for transit to event site. As necessary and requested complete any duties needed to ensure achieving a successful catered event.

US Bank February 2015-present

Overland Park, KS

Case Processor

Responsibilities include providing high quality customer service when researching and resolving customer inquiries related to fraud claims. Managing a large caseload by researching, investigating, and resolving disputed debit card charges. Interacting with customers via correspondence and sometimes telephone to determine the source of the claim.

Retail Payment Solutions/Collections

Responsibilities include contacting a wide variety of customers and attempting to secure accounts and understanding reasons for delinquency utilizing an automatic dialing system as well as manual dialing. Daily task include performing collection activity in accordance with state and local collection laws in an effort to recover unpaid debt.

DriveTime Credit Corp November 2010-December 2012

Richmond, VA

Quality Assurance Specialist March 2012-December 2012

Reviewed and scored daily QA list using Verint System. Conducted weekly call calibrations with multiple sites to establish best practices. Provided coaching/feedback to Loan Advisors and management team in reference to how calls scored. Assisted with New Hire training classes to help introduce the QA tool. Played an integral role in the transformation of the company’s QA structure by offering suggestions on how to make the calls more conversational vs. a checklist.

Loan Advisor/Collections November 2010 – March 2012

Placed manual outbound calls and received inbound collection/customer service calls. Managed a 770K portfolio of active delinquent loans, working to establish contact with the customer and obtain same day payments and promises to pay. Maintained a successful balance between meeting the business needs of the company and delivering excellent customer service. Partnered with management team to construct team game plans and collection strategies. Assisted in being a peer mentor to help train and develop new hires.

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Virginia Credit and Finance November 2006 – March 2008

Richmond, VA January 2009 – April 2010

Account Representative/Collections

Worked with charged off credit card debt from creditors such as HSBC and Capital One. Maintained an outbound dialing strategy to tactically attempt contact with the customers in order to make settlements or payment arrangements. Consistently met individual monthly goals. Selected to work with a group of pre-legal account department. Proficiently read and evaluated Credit Bureau Reports.

Education

Cloud County Community College

Concordia, KS

Beta Tech

Richmond VA

Course of Study:

Computer Administrative Specialist

Matoaca High School

Graduated: 1997

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