Gilberto Cruz
Fulton
Summary
Professional in center operations and customer service with focus on efficiency and client satisfaction. Expertise in managing day-to-day activities and resolving customer issues. Known for collaborative teamwork and adaptability in dynamic environments. Skills include communication, problem-solving, and organizational abilities. Utilizing problem-solving techniques to address challenges and ensure smooth workflow. Track record of effective communication and team collaboration in fast-paced settings.
Overview
7
7
years of professional experience
Work History
Elite Team Control Center Specialist
Rapid Response Monitoring
Syracuse, NY
08.2023 - 02.2026
- Achieved promotion to Elite Team Specialist in June 2024, building on foundational skills developed in Operations Control Center Specialist position.
- Monitored alarm systems to ensure rapid response to security breaches and emergency situations.
- Analyzed alarm data to identify trends and prevent potential system failures.
- Coordinated with emergency services during incidents, ensuring clear communication and swift action.
- Assisted in training new staff on alarm monitoring protocols and software usage for optimal performance, sharing knowledge on best practices for effective alarm monitoring procedures.
- Implemented process improvements that enhanced response times and reduced false alarms.
- Conducted regular system tests to maintain operational efficiency of alarm equipment.
- Provided verbal assistance to customers to resolve issues regarding basic system operation and maintenance.
- Kept accurate records of all alarm activations, allowing for detailed analysis and follow-up investigations when necessary.
- Troubleshot technical issues related to alarm equipment, resolving problems quickly while minimizing downtime.
- Ensured swift response to potential threats by accurately identifying and escalating critical alarms to appropriate personnel.
- Improved situational awareness through real-time video surveillance integration with alarm systems.
- Leveraged strong analytical skills to identify patterns in alarm data, contributing to the continuous improvement of security measures.
- Questioned callers to determine locations and nature of problems to determine type of response needed.
- Managed multiple alarm feeds simultaneously while maintaining focus and attention to detail, reducing instances of missed or misinterpreted signals.
- Contacted external agencies such as paramedic, fire, ambulance and police services to handle critical incidents.
- Maintained strict confidentiality by obtaining passwords and following security procedures to protect customer and dealer information.
- Provided exceptional customer service by responding promptly to client inquiries regarding their alarm systems'' status and performance.
- Maintained vigilance at all times, leading to a decrease in false alarms and improved overall safety in monitored premises.
- Collaborated with other team members to analyze trends in alarm activity, resulting in more efficient monitoring strategies.
- Balanced workload effectively due to strong organizational skills, enabling consistent monitoring of multiple sites simultaneously.
- Checked and verified photo identification prior to granting facility access.
- Oversaw daily monitoring of patrolled buildings, grounds, and work sites.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Monitored employee activities, confirming compliance with security regulations.
- Contacted law enforcement in case of unauthorized persons, documents, and materials.
- Monitored CCTV cameras and alarm systems for security breaches.
- Responded quickly to emergency situations to assess and deflect issues.
- Wrote detailed reports of all security breaches and investigations.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Achieved effective alarm management by processing diverse alarm types including burglary, panic, duress, hold-up, tamper, fire, carbon monoxide, medical, and video motion alarms. Enhanced response efficiency through systematic alarm categorization and prioritization.
Operations Supervisor
Exela Technologies
Norwood, MA
01.2020 - 10.2022
- 3 Years Customer service experience consisting of inbound and outbound calls, addressing customer inquiries and resolving issues to support operational efficiency in a call center setting.
- 2.5 Years Supervisor experience contributing to management activities, focusing on team development and operational success.
- Coordinated team meetings and executed one-on-one follow-ups with employees to address concerns and foster engagement.
- Addressed escalations to enhance customer satisfaction and maintain service quality.
- Executed troubleshooting procedures for equipment and software issues to maintain seamless functionality.
- Facilitated communication with customers to follow up on concerns and enhance overall service experience.
- Oversaw customer inquiries through email, delivering exceptional service and fostering positive relationships.
- Created and maintained extensive Excel spreadsheets and reports to improve data analysis efficiency and drive effective decision-making processes.
- Created engaging PowerPoint presentations to communicate performance insights and policy changes effectively.
- Created comprehensive training sessions for multiple employees to facilitate continuous employee growth and professional development, and ensuring effective knowledge transfer.
- Oversaw daily operations to enhance performance and ensure efficient workflows and guarantee compliance with company policies and procedures.
- Optimized workflow processes to enhance efficiency across team tasks and responsibilities.
- Guided new staff through operational best practices and protocols to ensure compliance and efficiency in workplace operations.
- Evaluated performance metrics to pinpoint improvement opportunities and enhance operational efficiency while executing regular performance evaluations for direct reports, establishing development goals.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team..
- Cultivated a positive work environment to enhance employee retention and address concerns proactively.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Boosted employee morale and engagement through development of comprehensive rewards and recognition program.
- Utilized active listening and probing questions to resolve issues, ensuring major challenges were promptly escalated to management.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Achieved and sustained high averages in performance evaluations to support team excellence.
- Mediated employee disputes and resolved conflicts to foster a collaborative work environment.
- Responded to customer service calls and supported front desk operations by stepping in to assist with various tasks during employee lunch breaks, or when staffing levels were insufficient, ensuring prompt assistance and satisfaction.
Administrative Assistant
Brockton Neighborhood Health Center
Brockton, MA
11.2018 - 12.2019
- Achieved compliance with established policies and regulations by accurately verifying and validating medical benefits eligibility and insurance requirements.
- Facilitated arrangements for hospital admissions and coordinated necessary patient procedures, surgeries, x-rays, MRIs, and laboratory tests.
- Delivered timely notifications of normal lab results to enhance patient understanding and satisfaction.
- Entered detailed patient data, encompassing symptoms, medical histories, and medications, into EHR system for accurate health records management.
- Conducted post-operative check-ins and arranged subsequent appointments for continued care.
- Recognized for exceptional efficiency in handling diverse administrative tasks, including appointment coordination and meticulous record-keeping.
- Conducted regular inspections and maintenance of facilities and exam rooms to uphold high standards of cleanliness and sanitation.
- Oversaw procurement processes for durable equipment inventory to support organizational needs.
Education
High School Diploma -
Brockton High School
Brockton, MA06-2017
Skills
- Quality assurance in documentation
- Clinical terminology expertise
- Telecommunications proficiency
- Client support
- Skilled in digital technologies
- Skilled in Microsoft Office Suite
- Skilled in utilizing Google Suite tools
- Bilingual communication skills
- Proficient in Windows
- Oversight of client accounts
- Experience in managing operations teams
- Technical expertise
- Team leadership
- HIPAA privacy expertise
- Data analysis proficiency
- Training and Development
- Problem-solving skills
- Customer support escalation
- Policy compliance
- Feedback implementation
- Complaint management
- Cross-functional coordination
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Elite Team Control Center Specialist
Rapid Response Monitoring
08.2023 - 02.2026
Operations Supervisor
Exela Technologies
01.2020 - 10.2022
Administrative Assistant
Brockton Neighborhood Health Center
11.2018 - 12.2019
High School Diploma -
Brockton High School