Jonathan Cruz
Vaughan,ON
Summary
Dedicated and hardworking professional with over 10 years of customer service experience, transitioning into a Ramp Agent role. Brings strong physical stamina, a safety-first mindset, and a proven ability to work effectively in fast-paced, team-driven environments. Eager to contribute to efficient and safe ground operations at Delta airlines in Toronto Pearson Airport.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Cloud5 Communications
04.2019 - 01.2025
- Managed hotel reservations, modifications, and cancellations in a fast-paced call center
- Handled sensitive guest information with accuracy and professionalism
- Resolved guest issues quickly, often under time pressure, maintaining satisfaction
- Worked collaboratively with peers and supervisors to meet performance goals
- Utilized scheduling systems and followed procedures with high attention to detail
- Managed approximately 50 incoming calls per day from customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Sitel Group
10.2015 - 03.2019
- Resolved customer inquiries involving technical or billing issues
- Practiced patience and de-escalation techniques during high-stress calls
- Followed scripts and company procedures while multitasking across systems
- Delivered consistent performance in metrics-driven environment
- Maintained up-to-date knowledge of services, ensuring accurate support
Customer Service Representative
Alpine Access (Rogers)
01.2013 - 10.2015
- Assisted customers with billing, account setup, and service troubleshooting
- Handled high volume of calls, demonstrating strong time management skills
- Transferred customers to specialized departments when necessary
- Navigated multiple software tools while maintaining smooth call flow
- Maintained professionalism and empathy, even with upset customers
Education
High School Diploma or GED -
Seneca ACE
Vaughan, ON08.2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Call center experience
- Computer proficiency
Key Qualifications
- Physically capable of lifting 70+ lbs and performing manual tasks
- Experience working in time-sensitive, high-pressure environments
- Excellent teamwork and communication skills
- Strong attention to detail and commitment to safety protocols
- Bilingual: Fluent in English and Spanish
- Flexible availability, including nights, weekends, and holidays
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Cloud5 Communications
04.2019 - 01.2025
Customer Service Representative
Sitel Group
10.2015 - 03.2019
Customer Service Representative
Alpine Access (Rogers)
01.2013 - 10.2015
High School Diploma or GED -
Seneca ACE
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