Open to opportunities

Genesis Negron Cruz

@genesisnegroncruz

Message

Experienced customer service supervisor with a focus on healthcare.

United States

Message

What I'm looking for

I seek a role that values leadership and offers opportunities for team development and customer satisfaction.

I am a dedicated and qualified customer service supervisor with over 7 years of experience in the healthcare domain. My career has been marked by a strong commitment to enhancing customer satisfaction and leading teams to achieve high standards of performance. I have a proven track record in problem-solving, training, and developing innovative solutions that address customer needs effectively.

In my current role as a Call Center Supervisor at TTEC, I manage a team of call center agents, ensuring they are well-prepared to handle customer inquiries and complaints. I excel in monitoring performance, providing coaching, and fostering a positive work environment. My leadership skills have empowered my team to exceed goals and maintain high levels of customer satisfaction, even in high-pressure situations.

Experience

Work history, roles, and key accomplishments

Current

Call Center Supervisor

Current

TTEC

Nov 2019 - Present (5 years 6 months)

As a Call Center Supervisor, I lead and manage a team of agents, ensuring high-quality customer service. My responsibilities include hiring, training, monitoring performance, and resolving customer issues while adhering to HIPAA laws. I also facilitate team meetings and maintain effective communication with management.

Leadership Customer Service HIPAA Team Management Performance Monitoring Problem Solving Training Communication Time Management Organizational Skills

Team Lead / Escalation Specialist

Faneuil, Inc.

Nov 2017 - Nov 2019 (1 year 11 months)

In my role as Team Lead and Escalation Specialist, I motivated and coached team members, handled escalated customer complaints, and ensured operational efficiency. I maintained high performance under pressure and exceeded team goals while fostering a positive work environment.

Team Leadership Escalation Management Customer Operations Coaching Conflict Resolution Performance CRM Systems Communication Problem Solving Time Management

Call Center Representative

Faneuil, Inc.

Oct 2016 - Oct 2017 (1 year)

As a Call Center Representative, I managed high volumes of incoming calls, resolved customer complaints, and maintained accurate records. I utilized CRM systems to provide effective solutions and ensure customer satisfaction.

Customer Service CRM Systems Problem Solving Communication Time Management Conflict Resolution

Education

Degrees, certifications, and relevant coursework

Bristol Central High School

High School Diploma, General Education

2011 - 2015

Completed high school education with a focus on developing foundational skills necessary for future career opportunities. Engaged in various team assignments and leadership activities that fostered communication and collaboration.