Angel Cruz Dejesus
East Hartford,CT
Summary
Dedicated and results-driven professional with over 10 years of experience in customer service, team leadership, and operational management. Proven ability to lead diverse teams, enhance customer satisfaction, and optimize processes. Bilingual in English and Spanish, with strong organizational and analytical skills. Currently pursuing a Bachelor's degree in Business Administration.
Overview
13
13
years of professional experience
Work History
Call Center Supervisor
M&T Bank
03.2023 - 01.2025
- Lead a team through coaching, performance management, and priority setting to achieve operational goals
- Identify customer needs through M&T sales processes and recommend short- and long-term solutions
- Model and coach exceptional customer service behaviors while reinforcing accountability for Retail strategy execution
- Ensure compliance with operational, security, and control policies to protect customer assets and prevent fraud
- Provide coaching to improve team performance and reduce problem resolution escalations
- Manage staffing, performance appraisals, promotions, and terminations in line with company standards
Bilingual Call Center Supervisor/Transportation Dispatcher
Veyo Transportation
11.2017 - 01.2023
- Supervised a team of 20 in a fast-paced call center, managing both inbound and outbound calls
- Ensured customer satisfaction by defusing escalations and delivering an excellent customer experience
- Oversaw hiring, coaching, and training of team members to maintain high service standards
- Collected and analyzed call center metrics (KPIs, service levels, and costs) to improve efficiency
- Prepared reports for upper management and coordinated with departments to resolve issues
- Managed work schedules to ensure proper coverage and optimized resource utilization
Comcast
04.2016 - 12.2017
- Troubleshot and resolved technical issues while maintaining high levels of customer satisfaction
- Acted as a product consultant, providing recommendations based on customer needs
- Met performance metrics and multitasked across multiple tools and systems
Production Supervisor
Parker Hannifin
06.2015 - 02.2016
- Company Overview: Material Handler
- Oversaw daily production operations and ensured adherence to quality standards
- Conducted performance evaluations and coordinated equipment repairs to minimize downtime
- Maintained accurate records of production output and employee attendance
- Material Handler
Lead Chemical Operator
Dur-A-Flex
03.2012 - 03.2015
- Conducted quality control tests and maintained batch records for raw materials and final products
- Trained employees and ensured compliance with safety and environmental protocols
- Operated packaging equipment for various product sizes, including 50-lb drums and tanks
Education
Bachelor of Science - Business Administration And Management
Manchester Community College
Manchester, CT10-2026
Skills
- Quality Call Monitoring
- Quality Assurance
- Chemical Management
- Quality Control
- Exceptional communication and interpersonal skills, conflict resolution, and needs analysis
- Coaching, performance management, team building, and staff training
Languages
Spanish
Native or Bilingual
Timeline
Call Center Supervisor
M&T Bank
03.2023 - 01.2025
Bilingual Call Center Supervisor/Transportation Dispatcher
Veyo Transportation
11.2017 - 01.2023
Comcast
04.2016 - 12.2017
Production Supervisor
Parker Hannifin
06.2015 - 02.2016
Lead Chemical Operator
Dur-A-Flex
03.2012 - 03.2015
Bachelor of Science - Business Administration And Management
Manchester Community College
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