Camille Cruz
Consultant/ Customer Support Specialist
Pulilan, Province Of Bulacan,BUL
Summary
Dynamic professional with a proven track record at VGW and William Hill Online, excelling in customer relationship management and multitasking. Leveraged expertise in account management and exceptional communication skills to enhance client satisfaction and foster strong relationships. Achieved significant improvements in client engagement through strategic account servicing and effective problem-solving.
Overview
16
16
years of professional experience
Work History
Account Executive
VGW
06.2021 - 04.2024
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Trained junior team members on best practices for account executive responsibilities, fostering a collaborative work environment focused on continuous improvement.
- Established long-lasting relationships with key decision-makers within client organizations, solidifying the company''s reputation as a trusted partner in their respective industries.
Customer Support Specialist
VGW
04.2018 - 06.2021
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Account Management Specialist
William Hill Online
06.2016 - 02.2018
- Provided account oversight, validating practices and verifying contract compliance.
- Managed complex sales cycles, strategically navigating negotiations for mutually beneficial outcomes.
- Tailored each client''s experience according to their unique needs, demonstrating genuine care for their individual goals and objectives.
- Expanded the client portfolio with proactive prospecting and targeted outreach.
Shift Supervisor
William Hill Online
09.2015 - 06.2016
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Trained new employees and delegated daily tasks and responsibilities.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
Customer Support Specialist
William Hill Online
04.2008 - 12.2015
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Education
Bachelor of Science - Major In Tourism Management
Far Eastern University
Nicanor Reyes St. Manila Philippines 04.2001 -
Skills
Account Management
Customer Service
Account Servicing
Progress Reporting
Customer Relationship Management
Written and verbal communication
Customer Presentations
Customer Relationships
Customer Relationship Management (CRM)
Customer rapport
Multitasking
Timeline
Account Executive
VGW
06.2021 - 04.2024
Customer Support Specialist
VGW
04.2018 - 06.2021
Account Management Specialist
William Hill Online
06.2016 - 02.2018
Shift Supervisor
William Hill Online
09.2015 - 06.2016
Customer Support Specialist
William Hill Online
04.2008 - 12.2015
Bachelor of Science - Major In Tourism Management
Far Eastern University
04.2001 -
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