Odalys Cruz
Bakersfield,CA
Summary
Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.
Overview
5
5
years of professional experience
Work History
Payment Operations Manager
Healthcare Finance Direct
04.2024 - Current
- Uncovered and resolved a $60K/month overbilling issue with WorldPay by identifying redundant card update processes, cutting fees by over 90% and improving vendor data accuracy.
- Launched and led an internal collections initiative, generating $7K-$9K in monthly revenue through a provider-partnered recovery model.
- Conducted comparative billing rate analysis across payment processors using pivot tables and Excel formulas, informing cost-saving decisions and increasing transparency.
- Implemented Verifi/RDR to address high chargeback rates, restoring compliance with Visa and Mastercard thresholds and reducing reputational and financial risk.
- Oversaw end-to-end payment operations-including ACH, wire, card, and real-time payments-ensuring 99.9% transaction accuracy and timely settlements.
Operations Analyst
Healthcare Finance Direct
01.2023 - 04.2024
- Tracked and monitored KPIs, providing regular reports to management and clients, resulting in improved decision-making and an increase in client satisfaction.
- Acquired basic familiarity with SQL, enabling effective data analysis and reporting.
- Developed and maintained dashboards and reporting templates, streamlining data reporting processes and enhancing accessibility for various stakeholders.
- Conducted ad-hoc analyses to address specific business inquiries, providing timely and relevant insights to support decision-making at different levels of the organization.
Manager, Call Center Performance
Healthcare Finance Direct
08.2020 - 01.2023
- Developed and implemented a comprehensive employee training program focused on enhancing communication skills and empathy, resulting in a 30% reduction in customer escalations.
- Utilized team feedback to optimize the structure, policies, and processes of the call center, resulting in streamlined workflows and improved efficiency.
- Served as the primary liaison between clients and upper management, effectively addressing concerns and fostering strong, long-term business relationships.
- Directed operations at an off-shore call center, including overseeing daily performance, conducting on-site quality audits, and implementing tailored training programs that boosted service consistency.
Skills
- Client Relationship Management
- Process Improvement & Workflow Optimization
- Bilingual - Spanish
- Advanced Microsoft Excel
- Reporting and analysis
- Operations management
Languages
Spanish
Native or Bilingual
Timeline
Payment Operations Manager
Healthcare Finance Direct
04.2024 - Current
Operations Analyst
Healthcare Finance Direct
01.2023 - 04.2024
Manager, Call Center Performance
Healthcare Finance Direct
08.2020 - 01.2023
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