Gustavo Cruz
Chandler,AZ
Summary
Dynamic Operations Manager with a proven track record at IQor, enhancing productivity and streamlining processes. Skilled in conflict resolution and KPI tracking, I foster team development and drive engagement. Successfully coached team members into leadership roles, significantly improving company culture and operational efficiency. Passionate about delivering exceptional customer experiences.
Overview
17
17
years of professional experience
Work History
Operations Manager
IQor
09.2021 - Current
- Established positive and effective communication among staff and organization leadership, reducing miscommunications, and missed deadlines.
- Increased profit by increasing agent productivity.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Coached and mentored three team members, developing their leadership skills and preparing them for promotion into supervisor roles.
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Encouraged team members to actively engage and show commitment to their respective communities.
- Trained and guided team members to maintain high productivity and performance metrics.
Verizon Core Supervisor
IQor
03.2018 - 09.2021
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Assisted recruiters with interviewing.
- Ensured Payroll was cared for in a timely manner.
Customer Financial Services Supervisor
IQor
09.2015 - 03.2021
- Drive productivity from my team of agents.
- Create excitement and pride in exceeding client goals.
- Coach and develop agents to enhance performance, equipping them with strong negotiation skills while fostering a solution oriented mindset.
- Checked payroll in timely manner .
- Assisted agents in handling escalations, ensuring fair and effective resolutions.
- Developed and implemented best practices to optimize efficiency in financial service operations.
- assisted in house Work Force Team by assisting with daily tasks and operational needs to ensure efficient staffing and workflow management.
MetroPCS Supervisor
IQor
02.2012 - 09.2015
- Coaching and mentoring customer service agents.
- Monitoring performance metrics and driving improvements.
- Managing escalations and conflict resolution with the team.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Resolving billing inquiries and disputes.
- handling escalations and complex customer concerns.
MetroPCS Customer Service Representative
IQor
04.2010 - 02.2012
- Inbound calls from MPCS customers
- Identified and resolved discrepancies and errors in customer accounts.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered prompt service to prioritize customer needs.
- Troubleshooting
Petsmart Specialty Department
Petsmart
06.2008 - 04.2010
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Care for all animal pet's needs, housing and food
- Assist customers with purchases and questions
- Assist other department team members.
Education
High School Diploma -
Chandler High School
Chandler, AZ05-2008
Skills
- Agent and Leader development / sQholars graduate and encouraging sQholars participation
- Operations management
- Conflict resolution and negotiations
- Productivity management
- Staff retention
- KPI tracking
- Customer Experience and Financial Solutions
- Workforce planning
- Building strong relationships with client
- Recruiting/ interviewing
Accomplishments
I advocated and coached 3 agents in sQholars program and they became Supervisors.
When I moved from Operations manger over Tempe, Arizona to our Meridian, MS group, the team saw significant improvement with metrics and deliverables.
I maintain high staff retention by focusing on reducing attrition through positive work environment and supporting employee engagement and growth
Consistently maintain top position among competitors within Verizon ensuring exceptional performance and surpassing key metrics.
Languages
Spanish
Native or Bilingual
Timeline
Operations Manager
IQor
09.2021 - Current
Verizon Core Supervisor
IQor
03.2018 - 09.2021
Customer Financial Services Supervisor
IQor
09.2015 - 03.2021
MetroPCS Supervisor
IQor
02.2012 - 09.2015
MetroPCS Customer Service Representative
IQor
04.2010 - 02.2012
Petsmart Specialty Department
Petsmart
06.2008 - 04.2010
High School Diploma -
Chandler High School
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