Amilcar Cruz
Site Operations Manager
San Pedro Sula
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
7
7
Certifications
2
2
Languages
Work History
Site Operations Manager
Allied Global
1 2023 - Current
- Site leader overseeing 6 accounts (English and Spanish) for our U. S clients. A total of 350 agents + 50 staff members (managers, supervisors, HR, etc.)
- Staff engagement programs with Human Resources and corporate. Monthly employee experience surveys.
- With Workforce department we scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Standardized documentation procedures across all projects, minimizing errors while streamlining information flow within the organization.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Reduced equipment downtime through proactive maintenance and timely repairs.
- Boosted productivity by identifying bottlenecks in workflows and addressing them effectively.
- Managed budgets and resources, leading to cost-effective operations without compromising quality.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Partnered with vendors and suppliers to effectively manage and budget.
Operations Manager
Allied Global BPO
01.2020 - 12.2022
- In charge of the operations administration and KPI results, part of my duties: Monthly Invoice, Monthly Business Review with the directors, weekly meetings with the client, in charge of 2 shift managers and a headcount of 90 agents.
Shift Manager
Allied Global BPO
03.2017 - 01.2020
- In charge of 8 supervisors, each supervisor managed 20 agents
- Comply with the client metrics (KPIs), review agents' results to calculate bonuses, and manage the administrative tasks, real-time call monitoring, and feedback.
Operations Supervisor
Allied Global BPO
06.2014 - 03.2017
- In charge of a team with 20 agents, some of my tasks were: to take and validate attendance, times validations, feedback, listen to calls on a real-time basis and follow up on low performers.
Quality Assurance Analyst
Allied Global BPO
04.2013 - 06.2014
- Listen and evaluate a designated amount of calls per week in order to provide feedback to our agents, and deliver quality to our customers.
Customer Service Representative
Allied Global BPO
08.2012 - 04.2013
- Taking care of our customers, resolving doubts or technical issues, all through phone calls (inbound).
Education
Industrial Relations Bachelor - undefined
Universidad Tecnologica de Honduras (UTH)
Tegucigalpa, Honduras 05.2022 - Current
Skills
COPC Best Practices for Customer Experience Operations
undefinedCertification
Improving Your Leadership Communications
Accomplishments
- Supervised team of 400 staff members.
- Improved margin from 8% to 15%
- Attrition reduction from 13% to 7% from january to april 2024.
- Documented policies for agents bonuses (attendance, productivity and sales commissions).
- Implemented the 4DX methodology to simplify processes to reach our internal goals.
Timeline
Industrial Relations Bachelor - undefined
Universidad Tecnologica de Honduras (UTH)
05.2022 - Current
Operations Manager
Allied Global BPO
01.2020 - 12.2022
Shift Manager
Allied Global BPO
03.2017 - 01.2020
Operations Supervisor
Allied Global BPO
06.2014 - 03.2017
Quality Assurance Analyst
Allied Global BPO
04.2013 - 06.2014
Customer Service Representative
Allied Global BPO
08.2012 - 04.2013
Site Operations Manager
Allied Global
1 2023 - Current
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