Cristoval Cruz
Edinburg,TX
Summary
Experienced and accomplished Legacy Time Warner Cable / Charter employee with 21 years of experience seeks Training & Delivery Manager position within Charter. Leveraging extensive background in mentoring, training, departmental organization, and mass communication. Proven track record in successfully mentoring and developing teams, implementing effective training programs, and optimizing departmental operations. Adept at fostering collaboration and driving results through clear communication and strategic planning. Committed to delivering exceptional training experiences and ensuring the professional growth of team members.
Overview
18
18
years of professional experience
Work History
Contact Center Facilitator
Charter/Spectrum
01.2017 - Current
- Experienced as POC for Training & Delivery Manager for two separate extended leaves
- Attended leadership meetings with site VP and Director to provide Training Department updates and accomplishments
- Successful in training, developing, mentoring and certifying new facilitators regarding departmental protocols and expectations for all existing lines of business
- Active contributor to EIS action plan development in collaborative effort with operations teams to achieve desired results
- Active Attrition Committee Member that has contributed and executed ideas such as the Employee Attrition Playbook, Employee Handoff Playbook/Survey
- Charter Political Action Committee Champion coordinating site visits and event planning
- Tool access request Champion for Mobile, Internet & Voice Repair, Video Repair, and Billing
- Partnered with Recruiting Team to assist with interviewing and create new hire pre-training documents in addition to Post Training Recruiting Survey
- Active contributor to EIS action plan development in collaborative effort with operations teams to achieve desired results
- Trained and managed first waves of leadership and new hire agents for initial site launches of Video Repair, Internet & Voice Repair, Billing, and Mobile lines of business
- Proficient in conducting new hire training for classes of 15 to 50 new hire agents in preparation for production for all lines of business to include Internet & Voice Repair, Video Repair, and Billing for Legacy Charter, Legacy TWC, ICOMS and Mobile
- Traveled to partnering sites, Bridgeton, MO, Kansas City, MO and El Paso, TX to launch new lines of business
- Collaborated with Operations leadership to develop and implement Quality program for the site during initial McAllen site launch
- Created and delivered curriculum for the Trail Blazer project for the billing department resulting in improved average handle time
Harlingen Supervisor/Admin Intern
Charter/Spectrum
01.2016 - 01.2017
- Managed, tracked attendance, and developed a team of 15 agents
- Evaluated, identified trends, and documented agent customer interactions
- Conducted weekly feedback and coaching sessions
- Provided support for departmental leadership by organizing and managing OJT for new hire classes and preparing leadership meetings.
Regional Quality Advocate
Time Warner Cable
01.2007 - 01.2016
- Managed and facilitated monthly calibration meetings for managers, supervisors, and quality advocates
- Facilitated triangle meetings with operations supervisors and provided mentoring
- Served as POC for the Quality team and site leadership
- Managed and trained new hire Quality Advocates on departmental processes and expectations
- Developed teams of agents by providing feedback, coaching, creating performance goals, and provided follow up
- Identified call trends and developed action plans to drive departmental performance growth and attain site goals of 300 monitored call monthly
- Traveled to neighboring sites CTX, NTX, and Corpus Christi to train leadership and agents
- Provided support to ATX and STX to attain departmental goals for coaching and call completion
Education
Performance Management And Development
Charter Communications
McAllen, TXHigh School Diploma -
Eisenhower High School
Lawton, OK05.1997
Engine Repair Specialist - Automotive Technology
Great Plains Technology Center
Lawton, OK05.1997
Suspension And Steering Specialist - Automotive Technology
Great Plains Technology Center
Lawton, OK05.1996
Skills
- Project Management
- Staff Management
- Decision-making and problem solving
- Interpersonal skills
- Assessing training needs
- Evaluating training effectiveness
- Training and development expertise
- Instructional design
- Extensive industry knowledge
- Task delegation
- Strategic planning
- Excellent written and oral communication
Accomplishments
- 2024 Spectrum Keys to Success Bronze Award for March
- 2022 Spectrum Gold Winner
- 2019 Spectrum Quarterly Award Winner
- 2010 MVP Nominee - Time Warner Cable
- 2007 Customer Service Award - Time Warner Cable
Timeline
Contact Center Facilitator
Charter/Spectrum
01.2017 - Current
Harlingen Supervisor/Admin Intern
Charter/Spectrum
01.2016 - 01.2017
Regional Quality Advocate
Time Warner Cable
01.2007 - 01.2016
Performance Management And Development
Charter Communications
High School Diploma -
Eisenhower High School
Engine Repair Specialist - Automotive Technology
Great Plains Technology Center
Suspension And Steering Specialist - Automotive Technology
Great Plains Technology Center
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