Jackie Cruz

Promoted from Technology Project Manager to Technology Project Manager II in February 2024.

• Developed and implemented a robust capacity model, forming the foundation for planning processes and enabling accurate assessments of engineering, design, and product capabilities.
• Spearheaded the quarterly technology planning for over 70 projects, managing everything from requirements gathering to cross-functional reviews and approvals, ensuring roadmap feasibility and alignment with company priorities.
• Directed roadmap management and stakeholder alignment, delivering projects on time by effectively negotiating priorities and tradeoffs, and reducing team capacity from over 200% to the target range of 80-100%.
• Led the successful replatforming of patient and provider systems, completing the project within a year by coordinating with stakeholders across legal, marketing, business, and technology to overcome challenges and drive data-informed decisions.
• Managed the Mobile app launch in under 8 months, developing a detailed resource plan and QA strategy, and ensuring seamless integration with the replatforming timeline.
• Established a Clinical User Acceptance Testing (UAT) process, securing necessary approvals before release, which enhanced patient safety and minimized incidents.

• Led the launch of new business areas and products for Operations, managing planning, documentation, Zendesk setup, and backend integration.
• Optimized company-wide processes by auditing and improving workflows, including eliminating costly expedited shipping for Texas orders while maintaining 1-3 day SLAs with standard shipping, resulting in over $10 savings per order.
• Acted as the Operations point of contact for partner pharmacies, enhancing processes, resolving patient issues, and supporting strategic initiatives.
• Collaborated with Product, Engineering, and other departments to resolve issues and drive operational improvements.
• Built and scaled a remote team of 10 internal and third-party operations agents, ensuring effective team performance.
• Successfully launched a payment dispute program, recovering over $218K in lost revenue in 2022, and managed various project executions.

• Managed a team of up to 13 direct reports, consistently achieving key performance indicators and maintaining high-quality standards, resulting in a customer satisfaction score (CSAT) of 95%.
• Developed and implemented the first remote training program, resulting in 100% of new hires passing the final exam and successfully completing onboarding.
• Collaborated cross-functionally as the primary contact for customer experience, devising retention strategies and ensuring exceptional experiences for both new and existing customers.
• Diagnosed, documented, and reported technical issues to product and engineering teams, facilitating timely resolutions and improvements.
• Conducted interviews for customer experience candidates, ensuring the selection of effective and inclusive team members.
• Created and maintained comprehensive documentation to support team operations and knowledge sharing.

• Delivered exceptional customer service by addressing inquiries, resolving complex issues, and managing escalated calls to maintain high customer satisfaction and retention.
• Optimized workflows and directed operations to enhance efficiency and streamline daily tasks.
• Motivated and mentored team members to uphold positive morale and deliver world-class service in a fast-paced environment.
• Trained new team members to ensure a consistent customer experience and provided quality assurance and constructive feedback to improve team performance.
• Managed the dispute resolution process, consistently surpassing the 40% industry benchmark for success, and generated detailed quarterly reports to evaluate performance, trends, and areas for improvement.

• Managed customer service inquiries professionally, resolving issues efficiently and effectively.
• Analyzed key performance metrics to enhance decision-making and improve the customer experience department.
• Recovered lost revenue by promptly and effectively addressing customer disputes.
• Tracked and analyzed data to gain insights into customer retention and identify improvement opportunities.
• Compiled and presented accurate weekly, monthly, and quarterly reports for colleagues and management.

• Compiled and delivered accurate month-end financial reports promptly.
• Presented detailed financial summaries to project, district, and area managers.
• Supported the project business manager in budgeting, forecasting, and financial oversight for multiple projects.
• Coordinated multi-million-dollar client billings, serving as a reviewer and auditor to ensure error-free submissions.
• Managed accounts payable for numerous projects, maintaining effective vendor relations.
• Supervised and trained staff, optimizing daily operations and performance.