Open to opportunities

Ismael Cruz

@ismaelcruz

Message

Senior call center and customer service leader driving operations, performance, and revenue.

United States

Message

What I'm looking for

I seek a senior operations role improving call center performance, CX, and revenue through data-driven process improvements and cross-functional leadership.

I am a senior call center and customer service leader with over 15 years managing operations, workforce, and multi-site teams across e-commerce, telecommunications, and healthcare.

I build modern contact centers and lead quality assurance, training, workforce management, and telephony initiatives to improve SLA adherence and customer experience.

My background includes sales, project management, logistics, and business development, and I have delivered measurable improvements in efficiency, retention, and revenue.

I am data-driven and hands-on, partnering with stakeholders and vendors to create workflows, performance metrics, and process improvements that scale operations and elevate frontline service.

Experience

Work history, roles, and key accomplishments

Current

Director, Call Center Operations

Current

Essen Health

Nov 2023 - Present (2 years 2 months)

Developed and oversee a 70+ agent call center, optimizing efficiency and customer experience while implementing QA, training, WFM, and telephony to meet SLAs and strategic goals.

Quality Assurance Workforce Management Process Improvement KPI Analysis Training Vendor Management

Sales and Customer Service Manager

EZ Rent A Car

Sep 2022 - Oct 2023 (1 year 1 month)

Managed daily operations, fleet availability, and revenue across multiple sites, drove sales processes and employee engagement to improve customer satisfaction and performance.

Sales & Management Operations Management Revenue Generation Fleet Management Performance Management Recruiting Coaching Customer Service

E-Commerce Analyst

The Saatva Company

Aug 2020 - Jun 2022 (1 year 10 months)

Monitored online transactions and analyzed data to identify improvements, developing solutions to optimize e-commerce operations and increase efficiency.

Data Analysis Transaction Monitoring Process Optimization SQL Reporting A B Testing Inventory Management

Customer Service Supervisor

Asurion

Oct 2019 - Jun 2021 (1 year 8 months)

Supervised repair and service operations, triaged device issues, and exceeded service and customer satisfaction metrics while managing inventory and training staff.

Customer Support Device Triage Inventory Management Training Customer Satisfaction Quality Assurance

Call Center Operations Director

Goals Plastic Surgery

Mar 2019 - Oct 2019 (7 months)

Hired, trained, and led call center staff, set service level goals, analyzed call data, and implemented corrective actions to improve performance and customer support.

Recruiting Training Coaching Performance Analysis SLA Management Quality Assurance Workforce Planning

Location Sales and Customer Service Manager

Advantage Car Rental

Apr 2017 - Mar 2019 (1 year 11 months)

Managed location sales and customer activities, set rental rates, expanded services, and delivered ongoing training to drive sales and operational performance.

Sales Coaching Pricing Strategy Customer Service Performance Management Training Operations

Performance Coach, Sales & Service

MasTec Advanced Technologies

Oct 2015 - Mar 2017 (1 year 5 months)

Coached teams delivering device setup and inventory fulfillment for Sprint projects, improving on-time delivery, inventory accuracy, and customer experience.

Coaching Inventory Control Logistics Customer Service Performance Improvement Scheduling Technical Support

Operations / Shipping Call Center Manager

Irmat Pharmacy

Jan 2015 - Oct 2015 (9 months)

Managed call center operations including queue monitoring, agent coaching, scheduling, attendance tracking, and training to meet service level objectives.

Scheduling Queue Management Training Operations Management

Retirement Plan Specialist

Amalgamated Life Insurance

Jul 2014 - Jan 2015 (6 months)

Provided pension and benefits guidance, processed account changes and claims, and assisted with tax calculations and member inquiries to support customer service goals.

Benefits Administration Customer Service Data Entry & Compliance Communication

NOC & Customer Care Escalations Supervisor

Cablevision Corp

Apr 2011 - Jun 2014 (3 years 2 months)

Provided billing and Level 2 technical support, diagnosed connectivity issues, and managed escalations to improve resolution times and customer satisfaction.

Escalation Management Technical Support Troubleshooting Billing Support Networking Escalations Ticketing Training

HVAC Tech Supervisor

The Corinthian Condominiums

Mar 2009 - Apr 2011 (2 years 1 month)

Led a team of 6 technicians to maintain HVAC systems across 817 units, managing seasonal projects and supervising front desk guest services for an exclusive property.

Team Leadership Project Coordination Facility Management Customer Service

Call Center Project Manager

ACS

Dec 2008 - Jun 2009 (6 months)

Managed T-Mobile and Medicaid projects including payroll, attendance reporting, escalations handling, training, and compliance with federal regulations for sensitive data.

Project Management Payroll Reporting & Compliance Escalations Training QA

Interpreter & Translator Supervisor

LanguageLine Solutions

Apr 2008 - Nov 2008 (7 months)

Supervised 15 interpreters handling medical and emergency calls, ensured accurate communication, prepared metrics paperwork, and provided quality support to the team.

Interpretation Team Supervision Quality Assurance Documentation Metrics Bilingual Support

Jr. Project Manager

Royal Restoration

Apr 2007 - Apr 2008 (1 year)

Planned and managed project scope, schedules, budgets, risk analysis, and reporting while leading teams and ensuring quality control across restoration projects.

Project Planning Risk Analysis Scheduling Budgeting Reporting Team Leadership Quality Control Documentation

Sales Customer Service Supervisor

Stream INT

Jan 2006 - Mar 2007 (1 year 2 months)

Supervised a 27-person call center team, communicated daily metrics, handled new business orders, and trained sales teams to increase upsell conversions.

Sales Supervision Training Upselling Customer Service Reporting

Tech Support Supervisor

Supra Telecom

Apr 2004 - Jan 2006 (1 year 9 months)

Led 2nd-shift technical support for inbound phone and connectivity issues, trained reps on troubleshooting and upselling ADSL products across multiple operating systems.

Technical Support Troubleshooting Training Upselling Escalation Management

Reservations Supervisor

Metro Marina Hotel

Jan 2004 - Dec 2004 (11 months)

Managed front desk scheduling and reservations for a four-star hotel, handled guest check-ins/outs and special requests while supervising reception staff.

Reservations Management Front Desk Operations Scheduling Guest Relations Customer Service Team Supervision