Herman Cruz
Results Oriented Professional | Operational Leader | Strategic and Insightful | Business Process Improvement | Customer Service and Support Leader | Learning and Development Management | BPO Management
- Role
- Senior Operations Analyst at Ideal Concepts, Inc.
- Location
- Allentown, PA, US
- LinkedIn followers
- 500 followers
About Herman Cruz
With over 20 years of global leadership experience in customer care, operations, support, and communications, I am a seasoned business operations manager who can drive enterprise-wide impact. I have a proven track record of developing and implementing delivery strategies, processes, and tactics to maximize performance, customer satisfaction, and retention in highly competitive markets. As a business operations manager at T-Mobile, I managed, mentored, and trained assigned operations business managers, and established and executed team goals and priorities. I also developed and recommended strategies for call center operational improvements with regards to business process, and collaborated with service partners to ensure quality standards and expectations. Currently, I am pursuing an MBA in Global Leadership and Entrepreneurship at Colorado Technical University, where I am expanding my skills and knowledge in managing diverse and complex organizations. I am passionate about delivering excellence and innovation, and I am open to new opportunities that align with my values and goals.
Experience
Senior Operations Analyst
Nov 2024 — Present · Allentown, PA, US
Streamlined workflows and implemented process improvements to enhance operational efficiency- Ensured compliance with industry standards while driving business objectives- Collaborated across departments to align strategies and improve overall performance
Education
Colorado Technical University
Master of Business Administration - MBA, Organizational Leadership
Colorado Technical University
Master of Business Administration - MBA, Global Leadership/Entrepreneurship
Colorado Technical University
Bachelor's degree, Organizational Behavior Studies
2020
Skills
- Sla
- Sales Operations
- Customer Retention
- Customer Service
- Vendor Management
- Contact Centers
- Leadership
- Coaching
- Quality Assurance
- Bpo
- Call Center
- Workforce Management
- Mobile Devices
- Team Management
- Avaya Technologies
- Management
- Business Process Improvement
- Service Delivery
- Telecommunications
- Business Analysis
- Operations Management
- Program Management
- Team Leadership
- Voip
- Avaya
- Ivr
- Process Improvement
- Call Centers
- Cross-Functional Team Leadership
- Outsourcing
- Customer Experience
- Performance Management
- Crm
- Business Process
- Training
- Customer Satisfaction
- Call Center Development
- Wireless
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