Symia Cruz
Philadelphia
Summary
Dynamic Customer Service Associate Team Leader with proven expertise in team management, problem-solving, and enhancing customer satisfaction. Committed to implementing process improvements that drive operational efficiency and loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Associate Team Leader
Wawa
Malvern, PA
06.2021 - Current
- Led team of associates in delivering exceptional customer service and support.
- Trained new staff on operational procedures and company policies to enhance efficiency.
- Implemented process improvements resulting in streamlined workflows and reduced wait times.
- Monitored inventory levels, ensuring product availability and accurate stock management.
- Collaborated with management to identify areas for operational enhancement and cost reduction.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Increased customer loyalty with exceptional service and proactive problem-solving techniques.
- Provided regular feedback to management regarding opportunities for process improvements based on direct customer experiences.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Education
High School Diploma -
Building 21
Philadelphia, PA No Degree - Nursing
Immaculata University
Malvern, PA06-2028
Skills
- Customer relationship building
- Team management
- Delegation and supervision
- Training and coaching
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Active listening
- Decision-making
- Creative problem solving
- Staff training
Accomplishments
- Honors in school
- Worked full time while managing school
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- CPR certified
Timeline
Customer Service Associate Team Leader
Wawa
06.2021 - Current
High School Diploma -
Building 21
No Degree - Nursing
Immaculata University