Open to opportunities

Amilcar Cruz

@amilcarcruz

Ops Leader (12+ yrs). Managed 400+ staff; boosted margins 8% to 15%. Expert in COPC, KPIs & budgeting. Bilingual (C2) English/Spanish.

Honduras

Message

What I'm looking for

I seek a leadership role in operations where I can drive process improvement, build high-performing teams, reduce costs, and improve customer experience in BPO or hospitality.

I specialize in instilling operational rigor and driving profitability, having led teams of over 400 staff members while successfully scaling margins from 8% to 15%. My career is rooted in a passion for optimizing BPO and Hospitality environments through data-informed strategies and the 4DX methodology. I am particularly focused on the intersection of organizational psychology and high-performance cultures, as I believe the human element is the strongest lever for client retention and sustained growth.

Top Expertise:

Strategic Leadership: Directing comprehensive site operations and managing the full lifecycle of multi-account portfolios for U.S.-based clients.

Operational Excellence: Leveraging deep expertise in COPC best practices and process optimization to meet and exceed complex KPIs.

Financial Oversight: Delivering a consistent track record in budget management, revenue protection, and strategic margin expansion.

Bilingual Communication (C2): Native Spanish and fluent English speaker with a background in navigating sensitive international client relations and high-stakes service recovery.

I consider myself a "manager of solutions" who excels in high-velocity environments where establishing structure and scalability is paramount. My goal is to cultivate resilient cultures that foster long-term loyalty and measurable organizational success.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

GovAssist

Apr 2025 - Dec 2025 (8 months)

Resolved customer complaints with empathy, negotiated resolutions to retain business, and maintained detailed interaction records to ensure follow-up and issue closure.

Customer Support Conflict Resolution Negotiation Empathy Escalation Management Remote Support Problem Solving

Hospitality Supervisor

Cozi Vacation Rentals

Sep 2024 - Feb 2025 (5 months)

Led seven hospitality agents, monitored multichannel communications to meet SLAs, managed OTA reviews and service recovery, and drafted compliant rental documentation.

Hospitality Management OTA Service Recovery Multichannel Support Training SLA Documentation Guest Relations

Site Operations Manager

Allied Global

Jan 2023 - Jul 2024 (1 year 6 months)

Led site operations across 6 accounts and 400 staff, optimized scheduling to ensure 24/7 coverage, and eliminated workflow bottlenecks to boost productivity and reduce agent idle time.

Operations Management Workforce Planning Recruitment Process Improvement Performance Management SLA Management

Operations Manager

Allied Global BPO

Jan 2020 - Dec 2022 (2 years 11 months)

Managed operations and KPI delivery for two shifts and 90 agents, oversaw monthly invoicing and client reviews, and supervised shift managers to sustain operational efficiency.

KPIs Invoicing Team Leadership Shift Management Performance Coaching Quality Assurance Meeting facilitation

Shift Manager

Allied Global BPO

Mar 2017 - Jan 2020 (2 years 10 months)

Led 8 supervisors and 160 agents to consistently meet client KPIs, managed bonus calculations, and conducted real-time call monitoring to improve performance and quality scores.

Team Leadership Coaching KPIs Real Time Feedback Performance Analysis

Operations Supervisor

Allied Global BPO

Jun 2014 - Mar 2017 (2 years 9 months)

Managed a team of 20 agents with focus on daily performance management, coaching, attendance tracking, and proactive quality gap remediation through call monitoring.

Supervision Coaching Performance Tracking Quality Assurance Training Accountability