Melissa Estrada-Cruz

I’m a results-driven information technology professional with leadership experience in operations management, team supervision, and customer support. I’m currently pursuing a B.S. in Information Technology with a cybersecurity concentration, and I build hands-on experience through practical lab work in database management, network configuration, and artificial intelligence applications. I bring a strong problem-solving mindset and a focus on optimizing workflows to support organizational technology needs in fast-paced environments.

In my operations role, I manage janitorial operations across seven recruiting office locations, overseeing staff hiring, scheduling, and daily service performance to maintain consistent quality standards. I handle invoicing, payments, and financial documentation while keeping accurate records and supporting operational compliance. I also proactively identify and resolve issues to prevent service disruptions and communicate professionally with government personnel across four military branches.

Earlier, I supervised and supported a team of 15 customer service representatives, ensuring high service standards and efficient daily operations. I resolved escalated issues involving credit accounts, billing disputes, and fraud concerns, while training and coaching staff on systems, service protocols, and account management processes. I combine that leadership and customer-first approach with technical troubleshooting skills using SQL, Python, networking, and AI-powered systems to deliver dependable outcomes.