Carlos Fernandez Cruz
Henderson,NV
Summary
Dynamic operations professional with extensive experience in team leadership and performance analysis. Expertise in managing large teams and collaborating with cross-functional departments to drive operational excellence and improve customer satisfaction, reinforced by bilingual communication skills.
Overview
2
2
Languages
10
10
years of professional experience
Work History
Area Manager, L5
Amazon
Henderson, USA
01.2025 - Current
- Oversaw daily operations for team of 90-120 amazon associates, supporting and mentoring team to enhance engagement and performance.
- Managed safety, quality, productivity, and customer delivery promises within an Amazon Logistics facility.
- Analyzed performance metrics to pinpoint improvement areas, driving strategic initiatives for operational excellence.
- Collaborated with support teams including Safety, Ops Integration, Loss Prevention, and Human Resources to develop actionable plans aligning with business objectives.
Travel Program Specialist Intern
United States Department of Agriculture (USDA)
Remote
12.2022 - 12.2024
- Managed incoming service ticket queue through Salesforce, resolving 15-30 tickets daily to enhance user support.
- Utilized Microsoft Excel to track and create Annual Plans for Fiscal Years 2024 and 2025, contributing to strategic organizational goals.
- Supported conference data collection and data cleansing efforts related to Annual Plan development and an estimated $16 million in conference travel costs.
- Assisted with training sessions and presentations for mission area, clarifying internal systems and addressing conference travel inquiries.
- Contributed to administrative and data-management processes supporting organizational planning and travel operations.
Customer Experience Representative
DraftKings
Las Vegas, USA
06.2021 - 04.2023
- Managed 75-125 customer inquiry tickets daily, ensuring timely responses and high-quality service.
- Provided professional customer support by addressing inquiries and effectively resolving account-related issues.
- Monitored performance metrics to optimize ticket handling time, daily volume, and customer satisfaction.
- Provided VIP customer support for an online sports betting, gaming, and entertainment platform.
Guest Service Advocate
Target
Henderson, USA
10.2020 - 05.2021
- Coordinated in-store pickup and drive-up orders, ensuring timely delivery to improve customer experience.
- Facilitated seamless checkout, returns, and service inquiries to enhance customer satisfaction.
- Organized and stocked register and guest service areas to support efficient operations.
Second Assistant Manager
Skechers
Las Vegas, USA
11.2016 - 12.2019
- Managed daily store opening and closing procedures, including cash registers and cash reserves.
- Mentored and supported the professional development of 7-10 team members.
- Monitored daily goals and performance metrics, providing insights to store management for informed decision-making.
- Processed 1,500 units of merchandise weekly to ensure optimal inventory levels.
Education
Bachelor of Arts - Business Administration, Concentration in Management and Leadership
Nevada State University
Henderson, NV12-2024
Associate of Arts -
College of Southern Nevada
Las Vegas, NV06-2021
Skills
- Operations management
- Performance analysis
- KPI monitoring
- Process improvement
- Data management
- Salesforce proficiency
- Microsoft Office
- Staffing and scheduling
- Staff training
- Cross-functional collaboration
- Problem solving
- Operations
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Area Manager, L5
Amazon
01.2025 - Current
Travel Program Specialist Intern
United States Department of Agriculture (USDA)
12.2022 - 12.2024
Customer Experience Representative
DraftKings
06.2021 - 04.2023
Guest Service Advocate
Target
10.2020 - 05.2021
Second Assistant Manager
Skechers
11.2016 - 12.2019
Bachelor of Arts - Business Administration, Concentration in Management and Leadership
Nevada State University
Associate of Arts -
College of Southern Nevada