Josue David Martinez Cruz

• Provided exceptional customer service when responding to help desk requests, maintaining professionalism at all times.
• Contributed to the successful completion of IT projects by effectively managing tasks within deadlines.
• Monitored system performance to identify potential issues.
• Collaborated with colleagues to implement innovative solutions for recurring technical challenges.

• Resolved technical issues and service complaints related to Comcast TV, Internet, and Mobile with empathy and efficiency, leading to improved customer satisfaction and loyalty.
• Handled high-pressure situations such as service outages or billing disputes while maintaining professionalism and de-escalating conflicts effectively.
• Enhanced the customer experience by quickly diagnosing problems, walking customers through troubleshooting steps, and providing accurate, up-to-date information on services and account details.

• Delivered exceptional support for AT&T products and services by managing a high volume of inbound customer calls while consistently maintaining top-tier call quality and compliance with company procedures.
• Recognized as a CSAT Top Performer for October and November 2021, reflecting outstanding customer satisfaction and service excellence.
• Efficiently utilized CRM tools to log detailed case notes, track customer interactions, and quickly access account information to ensure fast and accurate issue resolution.

• Set clear performance expectations for team members at VROOM and IHG, tracking progress toward goals and providing constructive feedback to drive continuous improvement.
• Conducted targeted coaching sessions and documented performance discussions, ensuring accurate records for accountability and development tracking.
• Mentored junior staff to strengthen leadership skills and support career development within the organization.
• Handled key administrative tasks, including compiling coaching documentation, generating performance reports, and maintaining accurate team records to support management decisions.

Human Interest (Remote)
January 2023 – June 2023

• Handled customer inquiries related to retirement plans, ensuring on-time responses and proper case documentation.
• Maintained detailed records of customer interactions and resolutions in compliance with company standards.
• Collaborated with internal teams to ensure accurate follow-up and customer satisfaction.

PartnerHero – Submittable (Remote)
July 2023 – November 2023

• Provided customer support for the Minnesota 2021 Tax Rebate Program, answering inquiries and documenting responses clearly and accurately.
• Entered sensitive personal and financial data into CRM systems, maintaining a high standard of data security and accuracy.
• Ensured timely follow-ups and accurate record-keeping to support program compliance.

Billing Specialist - Human Interest (Remote)
November 2023 – March 2024

• Reviewed and recorded client contracts with a strong focus on detail and accuracy.
• Determined client status by analyzing contract data and updating internal systems accordingly.
• Supported the billing team by identifying discrepancies and ensuring records were complete and up to date.

Technical Support Specialist - Hatch (Remote)
April 2024 – June 2025

• Delivered technical support for Hatch devices via phone, email, and live chat, ensuring a high level of professionalism and accuracy.
• Troubleshot complex connectivity and hardware issues, documenting all interactions in internal systems.
• Maintained thorough knowledge of product functionality to provide accurate solutions and guidance to users.