Vanessa Cruz

I’m a bilingual customer service specialist (EN/ES) with over 4 years of experience supporting international clients. I focus on resolving issues quickly, optimizing user experience, and consistently hitting monthly retention and satisfaction metrics. I’m proactive, organized, and highly proficient with digital tools and office software.

In my roles, I handle customer inquiries and support requests through multichannel communication, including voice, live chat, and social media. I manage incidents, claims, billing requests, and plan changes while maintaining accuracy in internal databases. I’ve also achieved 100% of weekly and monthly quality metrics across all support channels.

On the operations side, I’m highly skilled in CRM and platform management using tools like Alegeus, Telegence, and Sprinklr. I provide employee/platform support, resolve expenses and reimbursements (including pre-tax accounts), and apply strong problem-solving under high-pressure environments. I bring assertive communication, active listening, and customer empathy to every interaction.