Omar De La Cruz Email Address

Assistant Director Customer Care Contact Center

Texas Children's Hospital, located in Houston, Texas, is a not-for-profit organization whose mission is to create a healthier future for children and women throughout our global community by leading in patient care, education and research.

Driving performance execution, defining the future through strategy, leveraging exceptional talent, and modeling personal effectiveness in a sales operations and contact center environment.-20 years' experience in Call Center Management where generating revenue is a key objective-Accountable for all things telephony for inbound and outbound call operations: which includes, queuing theories, call routing, workforce scheduling and telecommunications functions-Managed multiple high inbound call operations and BPO’s globally. Provided strategic and tactical leadership for 1200 seat sales call center. -Demonstrated leadership capabilities. Ability to lead people through change to accomplish objectives without creating hostility in the workplace. -Expert in contact center technology, call center metrics - analysis, call center processes, call quality and call center performance. -Ability to influence, motivate and assess supervisory, management and support staff.-Ability to take ownership and accountability for Contact Center goals-Lead and manage multi-functional teams and projects successfully.-High initiative and demonstrates willingness to act with a sense of urgency.-Proven results focused leader - operationally and sales driven.Awarded 'Operational Excellence' – att 2012Awarded 'Dishcup champion' – dish 2014Awarded 'Top Gun Award' - multiple 2005-2007Specialties: Inspiring change in complacent contact center operations and call center environments, developing leaders and creating employee centric culture. Advocate and driver of ‘Good to Great’ and intoxicated with 212 philosophy – 1 degree more. Refining processes through people and technology which produce goal crushing, quantifiable results.