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Cristian De La Cruz

@cristiandelacruz

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I lead remote customer support teams to improve CSAT, SLA, and KPI performance.

Dominican Republic

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What I'm looking for

I'm looking to lead remote customer support operations where I can improve SLA, CSAT, QA, and retention outcomes through coaching, performance management, process improvement, and client-focused reporting.

I've led customer support operations at Alorica and provided Tier 1 technical support for high-visibility gaming and music streaming clients at ModSquad. I manage SLA-driven queues, troubleshoot account, billing, subscription, and application issues, and maintain 90%+ CSAT.

At Alorica, I led and developed 18 representatives, raising CSAT from 80% to 95% and reducing escalations by 10% through coaching, QA audits, and stronger resolution workflows. I also own KPI reporting across SLA, AHT, CSAT, and FCR, while supporting hiring, training, corrective actions, and client-facing operations.

Experience

Work history, roles, and key accomplishments

Technical Support Operations Specialist

ModSquad

Jun 2025 - Aug 2026 (1 year 2 months)

Provided Tier 1 technical support for gaming and music streaming clients, managing high-volume ticket queues while maintaining 90%+ CSAT and adherence to AHT targets. Troubleshot account security, billing, subscription, and application performance issues.

Zendesk Zoho CRM Ticketing Systems Technical Troubleshooting Root Cause Analysis SLA Compliance KPI Ownership CSAT AHT

Operations Team Manager & Performance Strategist

Alorica

Jun 2023 - May 2024 (11 months)

Led and developed a team of 18 customer support representatives, increasing CSAT from 80% to 95% through coaching and QA audits. Reduced escalation volume by 10% and maintained 90%+ QA quality scores.

Team Leadership Performance Coaching Quality Assurance Auditing SLA Compliance KPI Ownership CSAT AHT FCR Corrective Action Planning Recruitment

SME & Operations Team Lead

Alorica

Feb 2022 - Jun 2023 (1 year 4 months)

Provided real-time floor support for complex escalations and policy interpretation, monitored team KPIs, and facilitated onboarding and training for new hires. Acted as escalation point for advanced troubleshooting and compliance inquiries.

Escalation Management KPI Monitoring Training Onboarding Technical Troubleshooting Compliance

Digital Communications & Customer Experience Specialist

Alorica

Aug 2021 - Feb 2022 (6 months)

Managed up to 3 concurrent live chat sessions in a high-volume, SLA-driven environment, ranking in the top 10% for response speed and resolution rate. Identified upsell and retention opportunities during service interactions.

Live Chat Multitasking CSAT Upselling Retention SLA Compliance