Gary De La Cruz
Santo Domingo Este,Santo Domingo Este
Summary
Dynamic customer service professional with extensive experience at Scotiabank, excelling in first call resolution and complaint handling. Proven ability to enhance customer satisfaction through effective problem resolution and active listening. Skilled in technical troubleshooting and documentation, consistently delivering exceptional service in high-pressure environments.
Overview
6
6
years of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Care Representative
Scotiabank
11.2022 - 05.2024
- Assisted customers with inquiries and issues to enhance satisfaction.
- Provided timely and accurate information regarding products and services.
- Documented customer interactions to ensure accurate record-keeping.
- Collaborated with team members to resolve complex customer concerns.
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
QA Specialist
National Debt Relief
01.2020 - 05.2022
- Collaborated with cross-functional teams to ensure compliance with quality assurance standards.
- Conducted thorough testing of software applications to identify bugs and improve functionality.
- Documented and maintained detailed records of test results and defects for future reference.
- Assisted in developing and implementing quality assurance procedures and best practices.
- Analyzed user feedback to enhance product quality and customer satisfaction.
- Reviewed and updated testing documentation to align with project requirements and changes.
Customer Service Representative
Tidewater Finance
03.2018 - 04.2019
- Operated various financial software to process customer transactions efficiently.
- Assisted in maintaining accurate records of client accounts and transactions.
- Ensured compliance with company policies and industry regulations during operations.
- Collaborated with team members to streamline workflow and improve service delivery.
- Assisted customers with inquiries, ensuring accurate and timely responses.
- Maintained product knowledge to provide accurate information to customers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Liceo Pedro Mir
Santo DomingoSkills
Customer service
Data entry
First call resolution
Problem resolution
Complaint handling
Call center experience
Active listening
Inbound customer service
Appointment scheduling
Payment processing
Documentation and reporting
Decision-making
Adaptability and flexibility
Product education
Product knowledge
Empathy and patience
Technical troubleshooting
Issue escalation
Email communication
Quality assurance
Point-of-sale system
Certification
Computer system
Timeline
Computer system
10-2025
Customer Care Representative
Scotiabank
11.2022 - 05.2024
QA Specialist
National Debt Relief
01.2020 - 05.2022
Customer Service Representative
Tidewater Finance
03.2018 - 04.2019
High School Diploma -
Liceo Pedro Mir