OMAR E. CRUZ
Tarzana,Ca.
Summary
To continue to grow within a company and expand my knowledge and skills.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Knowledgeable Interoperability Manager with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.
Knowledgeable Interoperability Manager with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
26
26
years of professional experience
Work History
Interoperability Manager
Compulink Business Systems
Newbury Park, CA
06.2021 - Current
- Led cross-functional teams to streamline operational processes and enhance productivity.
- Developed strategic initiatives to improve customer satisfaction and service delivery standards.
- Oversaw budgeting and resource allocation to optimize project outcomes and efficiency.
- Mentored team members, fostering professional growth and enhancing overall team performance.
- Implemented performance metrics to track progress and drive accountability across departments.
- Collaborated with stakeholders to identify opportunities for process improvements and innovation.
- Facilitated training programs to ensure compliance with industry regulations and best practices.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Developed detailed plans based on broad guidance and direction.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Managed senior-level personnel working in marketing and sales capacities.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Data Review QA/QC
Compulink Business Systems
06.2019 - 01.2021
- Responsibilities
- Prioritize calls to assist clients with software issues and enhancements
- Project Management for special products and Issues
- Documentation - making certain to connect them to the appropriate topic.
- Utilize the Manual, Bugs, Request and KB’s as primary resource when researching issue solutions
- Manage AOA MORE, RCM, Support Escalations and CC Reader Installations
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Support Team Lead
Compulink Business Systems
Newbury Park, CA
11.2016 - 03.2019
- Led customer support team to improve service quality and response times.
- Developed and implemented training programs for new team members, enhancing onboarding efficiency.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Coordinated cross-functional communication between departments to resolve complex customer issues.
- Facilitated regular team meetings to encourage collaboration and share best practices.
- Mentored junior staff, fostering professional growth and improving overall team performance.
- Streamlined support workflows, reducing ticket resolution time while maintaining high service standards.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Streamlined support processes for improved efficiency and reduced response times.
- Championed a positive work environment that encouraged employee motivation, engagement, and retention.
- Managed a team of customer support representatives, ensuring consistent quality in service delivery.
- Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.
- Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction across multiple touchpoints.
- Coordinated schedules to ensure adequate coverage during peak hours or periods of increased call volume without compromising service quality standards.
- Devised strategies for handling high call volumes during peak periods, maintaining exceptional service levels under pressure.
- Collaborated with cross-functional teams to address customer needs and improve overall experience.
- Implemented effective escalation procedures to promptly address urgent or complex customer concerns.
- Spearheaded initiatives aimed at reducing average handle time while maintaining high-quality interactions with customers.
- Developed strong relationships with key clients, ensuring their ongoing loyalty and trust in the company''s services.
- Provided regular feedback to team members on their performance, fostering growth and development opportunities.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
Shop Management
Odysseum – Star Wars Exhibition
Cologne, Germany
06.2015 - 11.2015
- Responsibilities
- Staff Supervision and daily interaction with customers as well as venue management
- Managing and ordering accurate account of sales and stock
- Daily sales accounts and Administration reports
Assistant Supervisor, Photo Staff, Sales Staff
Firebrand – Harry Potter Exhibition
Cologne, Germany and Paris, France
09.2014 - 04.2015
- Responsibilities
- Staff Supervision and daily interaction with customers as well as venue management/employees
- Organizing and supervising openings and closings of shops
- Managing an accurate account of sales and stock and emailing end of day reports/sales to head office
Communications Unit Supervisor
Opportunity Project (Empowering persons with brain injury)
07.2001 - 10.2011
- Responsibilities
- Supervise staff of five (5); monitor and direct a caseload of 12 clients
- Cognitive rehabilitation,Vocational rehabilitation and counseling
- Design, publish, and print organization newsletters, calendars, event invitations, cards and flyers
Assistant Director of Resident Life Activities (Seasonal)
Drew University/Commission for the Blind and Visually Impaired
07.2000 - 08.2002
- Responsibilities
- Coordinated and organized events and activities for students.
- Supervised a staff of 8 along with over 25 students
- Worked with students on assistive daily/independent living activities and skills
Education
Bachelor of Science - Business Administration – Management
Berkeley College
West Paterson, NJ04.2000
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Relationship building
- Strategic planning
- Operations management
- Project management
- Cross-functional teamwork
- Project planning
- Customer relationship management (CRM)
- Performance management
- Conflict resolution
- Policy implementation
- Schedule preparation
Languages
English
Native or Bilingual
Spanish
Professional Working
German
Professional Working
Timeline
Interoperability Manager
Compulink Business Systems
06.2021 - Current
Data Review QA/QC
Compulink Business Systems
06.2019 - 01.2021
Customer Support Team Lead
Compulink Business Systems
11.2016 - 03.2019
Shop Management
Odysseum – Star Wars Exhibition
06.2015 - 11.2015
Assistant Supervisor, Photo Staff, Sales Staff
Firebrand – Harry Potter Exhibition
09.2014 - 04.2015
Communications Unit Supervisor
Opportunity Project (Empowering persons with brain injury)
07.2001 - 10.2011
Assistant Director of Resident Life Activities (Seasonal)
Drew University/Commission for the Blind and Visually Impaired
07.2000 - 08.2002
Bachelor of Science - Business Administration – Management
Berkeley College