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Cesar De La Cruz

@cesardelacruz

Senior service delivery and customer success leader driving scalable onboarding, SLA performance, and operational readiness for U.S. clients.

Dominican Republic

Message

What I'm looking for

I’m looking for a remote-first role where I can own service delivery and customer onboarding, optimize workflows/SOPs, strengthen SLA performance, and build scalable operational tracking systems for cross-functional teams in U.S.-hour alignment.

I’m a Senior Service Delivery, Customer Success & Operations leader with 20+ years of experience supporting U.S.-based organizations across customer-facing, SaaS-adjacent, telecommunications, and distributed service environments. I focus on customer onboarding, SLA performance, escalation resolution, and operational leadership that keeps service quality visible and consistent.

Recently, I led the operational launch and infrastructure setup of a new international office—designing onboarding workflows, operational tracking systems, workforce readiness processes, and scalable operational frameworks to support rapid growth. I built plug-and-play onboarding systems enabling same-day operational readiness for new hires, while stabilizing continuity during the transition from remote to on-site operations.

In prior roles, I managed customer operations for remote U.S. clients, oversaw escalation management and operational continuity, and reduced escalations by 40% through workflow optimization and structured communication. I also designed operational tracking systems supporting visibility and coordination for 300+ field technicians, and led workforce operations for 100+ agents through real-time monitoring, staffing optimization, and queue management.

Experience

Work history, roles, and key accomplishments

Operations Manager (DR Launch)

ChaiVision

Sep 2025 - May 2026 (8 months)

Led the operational launch and infrastructure readiness of a new Dominican Republic office. Designed onboarding workflows and operational tracking systems, coordinated vendors and IT provisioning, and built SOPs to enable same-day readiness for new hires.

Operational Launch Onboarding Vendor coordination SOP Development Operational Reporting Remote To On Site Transition

Senior Service Delivery Manager

CALA Solutions 11 LLC

Jul 2015 - May 2025 (9 years 10 months)

Managed customer-facing service delivery operations for U.S. enterprise clients across fintech and networking. Oversaw SLA performance and escalation management, coordinated distributed support workflows, and led onboarding and cross-functional execution.

Service Delivery Operations SLA Escalation Management Operational Continuity Workflow Coordination Customer Onboarding Reporting Remote Operations Service Coordination

Senior Team Leader / Workforce Analyst

AT&T Nearshore BPO

Jan 2012 - Jun 2015 (3 years 5 months)

Managed workforce operations for 100+ agents in a high-volume telecom support environment. Improved SLA performance through monitoring, staffing optimization, and queue management, and supported training, QA, operational reporting, and workforce planning.

Workforce Operations Workforce Planning Queue Management SLA Staffing Optimization Performance Management training coordination Operational Reporting Operational Efficiency QA

Senior Operations Manager

Nikon Program – Stream Global Services

Mar 2005 - Dec 2011 (6 years 9 months)

Oversaw customer support operations for U.S.-based telecom and retail accounts in high-volume environments. Managed escalations and KPI performance across Tier 1 and Tier 2 support, implemented cross-training for flexibility, and supported service delivery and workflow consistency improvements.

KPIs Customer Support Operations Escalation Management Operational Coordination Cross Training Tier 1 Support Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Nuestra Señora del Carmen School

High School Diploma

Universidad Autónoma de Santo Domingo (UASD)

University Coursework, Computer Science Engineering

Completed six semesters of Computer Science Engineering coursework, building a strong foundation in systems analysis, programming fundamentals, mathematics, and technical problem-solving.

Santo Domingo Institute of Technology

University Coursework, Computer Science Engineering

Completed eight trimesters of Computer Science Engineering studies before continuing advanced coursework at Universidad Autónoma de Santo Domingo (UASD).