RAQUEL JUANILLO CRUZ

• Demonstrated expertise as Technical Support agent for antivirus software
• Developed multi-tier skills, transitioning from phone agent to Chat LOB and Web agent
• Proficient in handling customer requests, handling global clientele from various regions
• Experienced in troubleshooting technical issues across multiple platforms such as Windows, Mac, Android, and iOS

• Provided customer support for leading US TelCom company

• Managed inquiries on billings, payments, and payment arrangements

• Drove sales for new Apple releases and mobile line services

• Enhanced customer experience by assisting with internet connection issues

• Handled customer queries on debit/credit transactions

• Managed payments and overdraft issues efficiently

• Updated personal information assuring high data accuracy

• Efficiently coordinated card replacement requests

• Provided top-tier support for premium customers

• Handled vital communication via calls and emails

• Achieved transfer to Premium Customer division due to performance

• Trained as a Team Leader apprentice, honing leadership skills

• Managed customer inquiries for a major Australian Telcom

• Handled billing, payment, and service arrangement tasks

• Assisted in connection of phone lines and updates of addresses

• Facilitated transfer of services for small business owners

• Awarded Best in Math and was exempted to take the exams for being on top.
• Dean's listers

• Member of Theatre Arts Club
• Member of CAT (Civil Army Training)
• Elected to Sgt at Arms, Vice President for Classroom officers
• Elected Captain of Beta Team for CAT Batallion competition
• Awarded as Best in English, CAT Cadet Awardee

Duration: 1997-1998

• Member of Girls Basketball Team