Dalia Cruz

August 2022 to June 2023 (CSR)

• Checking customer account using Salesforce B2B.
• Processing new sales renewals.
• Respond to all possible leads, creating quote and orders using Salesforce.

June 2023 to current (Program Ready Trainer)

• Conducted training sessions for Customer Service Representatives on various aspects of job including soft skills development, and product knowledge enhancement.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Collaborated with subject matter experts to create accurate training content.
• Call listening to check if experts are following call flow and to check for their behavior.
• Use AXP to create workflow to guide experts during calls.

• Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
• Maintained up-to-date knowledge of product and service changes.

• Provided remote support for customers, guiding them through the resolution process stepbystep.
• Used ticketing systems to manage and process support actions and requests.
• Identified potential sales and upselling opportunities and informed supervisor.

• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Maintained a thorough knowledge of products and services to provide accurate information to customers.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.