Open to opportunities

Mirna Cruz

@mirnacruz

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Bilingual business graduate specializing in customer experience and success.

Mexico

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What I'm looking for

I am looking for a role that values customer advocacy and offers growth opportunities in customer success.

I am a bilingual business graduate with three years of experience in customer experience and one year in sales and customer success. My journey has equipped me with the skills to thrive in high-volume service environments, where I excel in personalized coordination and cross-channel communication.

At New York Life Insurance, I managed over 150 inbound and outbound calls, providing tailored guidance on various financial products while ensuring a seamless customer journey. My ability to resolve complex inquiries and maintain high satisfaction levels has been a cornerstone of my professional ethos. I also led customer experience strategies at OpenTec, where I significantly improved client retention and alignment with business objectives through actionable insights and multichannel initiatives.

As an independent consultant, I have successfully guided diverse businesses in enhancing their customer success initiatives. My focus on user feedback and collaboration with cross-functional teams has driven meaningful improvements in service delivery and brand loyalty. I am passionate about advocating for customers and aligning their needs with business priorities, ensuring a positive impact on overall customer experience.

Experience

Work history, roles, and key accomplishments

Customer Experience Specialist

Independent Consulting Projects

Jan 2020 - Mar 2023 (3 years 2 months)

Independently led customer success initiatives for diverse businesses, guiding service design, adoption strategies, and stakeholder alignment to improve retention and long-term value. Acted as a customer advocate by surfacing patterns from user feedback and collaborating with cross-functional teams to improve workflows and service touchpoints.

Account Management Customer Experience Customer Support Service Design User Feedback

Customer Success

OpenTec

Led customer experience strategies for subscription-based clients, resulting in improved adoption, retention, and alignment between customer goals and business objectives. Collected and synthesized customer feedback, presenting actionable recommendations to stakeholders.

Customer Journey Customer Support Customer Experience Customer Feedback Stakeholder Management

Remote Insurance Agent

New York Life Insurance

Handled 150+ inbound/outbound calls, providing personalized guidance on several financial products (life, health, retirement) and managing full customer journeys. Thrived in a fast-paced, multichannel environment, handling a high volume of support cases while prioritizing urgency and user impact.

Account Management Sales Customer Support CRM Communication Objection Handling

Education

Degrees, certifications, and relevant coursework

UNITEC

B.A. in Business Administration, Business Administration

Grade: 9.58/10

Completed coursework for a Bachelor of Arts in Business Administration. Achieved a GPA of 9.58/10, with the degree pending official completion.

Interaction Design Foundation

Certificate, Customer Experience

Completed a comprehensive program in Customer Experience with honors. Applied knowledge in real-world settings, focusing on User Research, Service Design, Journey Mapping, Emotional Design, and Product Adoption.