Lucia da Cruz

Lucia Da Cruz is a highly experienced professional with 22.3 years of work experience in various roles. She has a strong background in customer service, call centers, operations management, staff supervision, and system monitoring. Lucia is skilled in implementing changes within the contact center, such as schedule patterns, schedule adherence productivity tracking, and statistical reporting. She has a proven track record of improving agent productivity, queue performance, policies, and procedures while improving statistics across the board. Lucia is proactive in meeting call volume demands and maintaining and updating organizational reports. She has worked in reputable organizations such as SimpliSafe, Cigna Healthcare, Health New England, and The Wall Street Journal.