Kira Cruz

CUSTOMER SERVICE MANAGER

HomeSmart – Roseville, MN

09/2023 to CURRENT

Manage a team of customer service representatives, providing training, daily support, and coaching.

Resolve escalated customer concerns professionally and promptly.

Collaborate with sales and logistics teams to ensure smooth order processing and fulfillment.

Support LATAM region clients using bilingual skills (Spanish/English).

Analyze service data and implement process improvements to improve satisfaction and efficiency.

Bilingual Specialty Scheduler:

Coordinated complex patient schedules for specialty clinics, ensuring seamless communication with patients, providers, and staff.

Utilized strong bilingual skills (English/Spanish) to effectively communicate with diverse patient populations.

Managed calendars and collaborated with healthcare teams to reduce no-show rates.

Improved clinic efficiency through effective appointment scheduling systems.

Financial Counselor:

Provided financial counseling to patients regarding billing, insurance, and financial assistance.

Conducted financial assessments and guided patients through financial aid processes.

Ensured accurate billing and reduced bad debt through coordination with billing teams.

Developed deep knowledge of insurance programs and educated patients accordingly.

Call Center Manager (Final 2 Years):

Led a team of 10+ call center agents handling scheduling, billing, and general inquiries.

Oversaw daily operations and staff performance in a fast-paced patient service center.

Improved call response times and first-call resolution through training and workflow redesign.

Handled escalated calls and collaborated with internal departments to resolve issues quickly.

• Translates company documents into Spanish
• Translates meetings between employee’s and employer
• Company Achievements: Received “core value” award for respect and teamwork

• Answered high volume incoming calls from sign/promotional companies
• Entered in orders for banners, supplies, table throws
• Answered questions
• Received e-mail orders
• Quoted customers for pricing on different items
• Answered website questions
• Managed customer accounts
• Created call tags for FedEx to return products
• Accepted credit card payments
• Had to have work finished at a certain deadline
• Worked with spread sheets

• Consulted borrowers on refinancing
• Provided quotes for varies refinance programs
• Provided information on refinancing
• Filed loan applications
• Faxed appropriate information
• E-mailed borrowers requested information
• Transferred calls to appropriate departments
• Conference calls
• Works with spread sheets
• Looked up information on loan
• Verified information
• E-mailed underwriters and Loan Owners
• Processed loan applications
• Experience with Following but not limited to:
• EPIC
• Onbase
• Insurance websites
• Excel
• Word
• Outlook
• Power point
• Salesforce
• Navision
• Other internal client business management systems