Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Kala Lewis Arias Cruz

Brunswick,GA

Summary

Experienced customer service professional with over 15 years in the industry, working with companies such as GSI Commerce, eBay Inc., Radial Inc., and CXperts. Skilled in managing relationships with 14 brands, showcasing adaptability in fast-paced settings. Recently affected by downsizing at Cxperts, ready to bring strong work ethic and skills to a new role. Committed to delivering exceptional service and going the extra mile to positively impact your team. Thank you for considering my application.

Overview

17
17
years of professional experience

Work History

Customer Care Representative Tier 1

CXperts
10.2024 - 06.2025
  • Managed high-volume inbound calls, assisting customers with orders, product inquiries, reships, refunds, price adjustments, and account issues across seven brands simultaneously
  • Delivered exceptional customer support, demonstrating active listening, empathy, and effective problem-solving to resolve disputes and ensure customer satisfaction
  • Guided customers on using the web app and website, including troubleshooting stuck orders, resetting passwords, and clearing website issues
  • Utilized CRM systems (including Salesforce and Microsoft tools) to document interactions, track cases, and maintain accurate customer records
  • Consistently achieved quality performance standards, meeting or exceeding call handling metrics and customer satisfaction scores
  • Performed Up selling and cross-selling of products and services when appropriate, contributing to revenue goals
  • Maintained an excellent attendance record, supporting team reliability and consistent service levels

Supervisor and Customer Support Specialist

Radial Inc.
08.2011 - 10.2024
  • Supervised and coached a team of 17 employees, conducting weekly feedback sessions and monitoring performance in email support, inbound, and outbound calls
  • Monitored and graded customer interactions, ensuring quality standards were met across multiple communication channels
  • Managed attendance and scheduling through E-Time and performed floor walks to support team performance and address live issues
  • Provided daily guidance, coaching, and problem-solving assistance for agents handling diverse customer service scenarios
  • Utilized Salesforce, CRM systems, and Excel to track customer data, manage case records, and maintain registration card documentation
  • Assisted in delivering training sessions for new hires, supporting trainers with materials and process guidance
  • Gained experience working across three different brand accounts, quickly adapting to varied systems, policies, and customer needs

Customer Sales Representative

EBay Inc
10.2008 - 08.2011
  • Developed strong customer relationships through proactive communication and personalized service.
  • Collaborated with sales team to identify opportunities for upselling and cross-selling products.
  • Recognized as a top performer within the sales team due to consistent achievements in meeting or exceeding targets month over month.
  • Handled returns or exchanges efficiently while preserving customer loyalty through courteous assistance and fair resolution practices.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Continuously expanded product knowledge through training sessions and self-directed learning efforts.
  • Gained experience working across 3 other brand accounts, quickly adapting to varied systems, policies, and customer needs

Education

GED -

Brunswick High School
Brunswick GA
09-2000

Skills

  • Client support
  • Proficient in problem-solving
  • Telecommunication proficiency
  • Inbound service proficiency
  • Thorough data oversight
  • Conflict resolution skills
  • Proficient in computer applications
  • Polished phone etiquette
  • CRM proficiency
  • Product market analysis
  • Quality management systems
  • Home-based productivity

Hobbies and Interests

  • Family
  • People
  • Gym Workouts
  • Music
  • Learning AI
  • Website Design my new hobby
  • Eating


Timeline

Customer Care Representative Tier 1

CXperts
10.2024 - 06.2025

Supervisor and Customer Support Specialist

Radial Inc.
08.2011 - 10.2024

Customer Sales Representative

EBay Inc
10.2008 - 08.2011

GED -

Brunswick High School

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Kala Lewis Arias Cruz