Eduardo De La Cruz

I am a very resposible person with experience on Customer care representative for more than 3 years. I speak english and spanish fluently. 

I have communication skills. Familiar with CRM systems

Logistics Assistant 

Katoen Natie - Kallo 

July 2019 to Present 

Picking and doing put away of items in warehouse 

Customer Care Executive 

Telus International - Guatemala City, GT 

September 2017 to April 2019 

• In addition to managing small team dedicated to inbound calls, managed a small team of representative that focused specifically on outbound call campaigns that drove additional revenue and product usage 

• Reached outbound call volume quotas and product usage goals in year one, while in addition to reaching volume and usage goals in year two also reached 100% of selling goal across the whole team 

• Worked closely with management to aggregate dashboards on primary product use cases, customer profiles as requested, and competitive product insights 

• Inbound care team recorded the highest customer satisfaction scores for 2018 across the entire call center 

Customer Care Representative 

FFH Care Account 

January 2015 to September 2017 

• Managed queue of all incoming calls, emails and/or chats 

• Responsible for troubleshooting client issues with accessing account information through web portal or knowledge of which department they should try to contact if not within contact center scope 

• Educated customers on how to quickly resolve issues through self-service web portal tools rather than calling contact center 

• Keen ability to keep call metrics within contact center standard from an average handle time and customer satisfaction perspective 

• Served as team lead to mentor fellow representatives on conversation tactics that quickly result in meeting customer expectations and resolving calls quickly by understanding the intent of calls based on key words or themes mentioned regularly by customers 

• Fulfilled call campaigns 

• Collaborated closely with management and QA team in order to create a catalogue of common call themes and root cause identification in order to pro-actively reduce call volumes 

Transportation & Logistics Manager 

Colegio Sagrado Corazon - Guatemala City, GT 

January 2005 to November 2015 

• Managed and maintained bus routes for 2 schools, 2500 students, 90 buses (80 active) 

• Liaison between parents and school administration for bus route and scheduling matters 

• Managed after-school transportation for sports and academic teams 

• Decreased total number of routes from 102 to 80, creating ~$20% in fuel savings and $10% in maintenance savings per year from having less buses in transit daily 

• Managed all deliveries for school supplies and food 

• Led major initiative to save over 15% in annual costs in delivery and product costs by consolidating vendors 

• Created initiative to improve inventory management for more cyclical approach vs bulk purchasing approach that created savings from decreased waste and lost inventory

Executive MBA in Integrated Systems Management & Strategic Business Management 

Universidad de Cadiz 

2012 to 2013 

Bachelor of Business Administration in Completion of Bachelor of Business Administration 

University of Preston - Preston, AL 

2006 to 2008