Jose Cruz
Grand Prairie
Summary
Accomplished Contact Center Supervisor with proven expertise in mentoring, quality assurance, and compliance. Successfully led operational improvements that enhanced team performance and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Contact Center Supervisor
Velera Solutions
Fort Worth, TX
06.2019 - 01.2026
- Led daily operations to ensure adherence to service level agreements and quality standards.
- Mentored and trained staff to enhance performance and improve customer satisfaction levels.
- Implemented process improvements that increased team efficiency and reduced call handling time.
- Analyzed performance metrics to identify trends, drive accountability, and inform strategic decisions.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Monitored team compliance with policies, procedures, and regulatory requirements during interactions.
Education
High School Diploma -
South Grand Prairie High School
Grand Prairie, TX2018
Skills
- Effective coaching
- Call monitoring
- Compliance
- Strong leadership
- Quality assurance
- Report writing
- Coaching and mentoring
Languages
Spanish
Professional Working
Timeline
Contact Center Supervisor
Velera Solutions
06.2019 - 01.2026
High School Diploma -
South Grand Prairie High School