Summary
Overview
Work History
Education
Skills
Additional Information
Affiliations
Languages
Personal Information
Training
Artistic Skills
Timeline
Generic
Susana Isabel Rodrigues Cruz

Susana Isabel Rodrigues Cruz

Liberty Hill

Summary

With over 15 years of experience managing communication platforms, I have a strong focus on creating and leading inbound, outbound, and organic communication teams. I excel in developing and implementing communication and customer retention plans. My expertise extends to telemarketing, customer support, and quality monitoring systems. I possess resilience, persistence, and an objective-driven mindset, along with exceptional motivational management skills. As a professional with a robust background in directing and managing large-scale operations, my strategic planning and execution consistently drive success. I am skilled at implementing innovative solutions that enhance productivity and operational effectiveness. My ability to foster teamwork and adapt to evolving business needs ensures alignment with organizational goals. I bring extensive experience in strategic planning and project management to the table. Leveraging my leadership skills, I drive team performance and operational excellence. Throughout my career, I have delivered high-impact results by employing innovative problem-solving techniques and effective communication strategies.

Overview

18
18
years of professional experience

Work History

Sócia / Diretora

OralMED Contacto - Saudável Repetição ACE
01.2011 - Current
  • Company Overview: OralMED/Just Smile/ Médico dos Dentes/OralMED Corporate
  • 70 medical clinic
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Improved project efficiency with strategic planning, resource allocation, and time management practices.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Optimized staff performance by designing comprehensive training programs tailored to individual needs.
  • Leveraged professional networks and industry knowledge to strengthen client relationships.
  • Spearheaded innovative approaches to resource allocation and strategic planning.
  • Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
  • Negotiated favorable contracts with vendors for reduced costs and improved service quality.
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Secured key partnerships that contributed to the company''s overall growth strategy and market reach.
  • Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
  • Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
  • Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
  • Reinforced company's competitive position by securing intellectual property rights and fostering innovation.
  • Secured lucrative partnerships to expand market reach, negotiating favorable terms.
  • Optimized inventory management to minimize costs and ensure product availability.
  • Elevated company profile in industry by spearheading comprehensive rebranding initiative.
  • Improved team morale and productivity by implementing comprehensive professional development program.
  • Expanded into new markets, conducting thorough market analysis and establishing key local partnerships.
  • Navigated company through periods of significant change, maintaining focus on long-term strategic goals.
  • Led cross-functional teams to exceed benchmarks for SLA delivery, staying on top of challenging schedules with multiple competing timelines.
  • Strengthened financial health with rigorous cost control measures and revenue enhancement strategies.
  • Achieved remarkable turnaround of underperforming divisions through strategic leadership and restructuring.
  • Cultivated high-performance executive team, selecting and mentoring candidates for key leadership roles.
  • Transformed organizational culture to embrace continuous improvement, leading by example and mentoring teams.
  • Fostered culture of innovation, encouraging development of cutting-edge solutions.
  • Enhanced stakeholder satisfaction with timely and transparent communication strategies.
  • Streamlined project delivery mechanisms, significantly reducing time to market for new initiatives.
  • Boosted operational efficiency by optimizing supply chain processes.
  • Enhanced data-driven decision-making by implementing advanced analytics and reporting tools.
  • Pioneered adoption of sustainable practices, leading to industry recognition and awards.
  • Revolutionized customer service protocols, significantly improving customer satisfaction ratings.
  • Drove significant market share growth with launch of innovative product lines.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Interacted well with customers to build connections and nurture relationships.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Reported issues to higher management with great detail.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Managed purchasing, sales, marketing and customer account operations efficiently.

Operations Director & Business Manager

Ora Telecom, Lda. e Horas Cheias Lda.
01.2007 - 12.2010
  • Company Overview: Empresas de importação, exportação e comercialização de material e equipamento informático e comunicação

  • Developed strategic plans for business growth, enabling the company to expand its market share and increase revenue.
  • Reviewed financial and operational reports on regular basis to make effective decisions.
  • Initiated change management strategies that effectively addressed employee concerns while driving forward organizational transformation efforts.
  • Led, supervised and provided strategic direction for workforce of 109 employees.
  • Analyzed performance metrics and identified key areas for improvement, leading to optimized processes across the organization.
  • Designed training programs for employees that resulted in increased skills proficiency and higher workplace morale.
  • Collaborated with executives to develop and execute strategic business plans.
  • Established quality customer relationships through consistent delivery on commitments.
  • Cultivated a high-performance work environment by setting clear expectations and fostering open communication among 109 employees.
  • Established a culture of continuous improvement, empowering employees to identify areas for optimization and implement innovative solutions.
  • Mentored staff members, providing guidance and support that led to enhanced professional development and increased job satisfaction.
  • Recruited and hired top talent by selecting qualified individuals to maximize profitability.
  • Built strong relationships with stakeholders at all organizational levels, fostering collaboration between departments for optimal results.
  • Managed budgets with accuracy, consistently staying within allocated funds without sacrificing operational goals or objectives.
  • Conducted performance evaluations and provided constructive feedback to team members, promoting professional growth and development.
  • Collaborated within sales team to brainstorm business development strategies and identify customer product needs and preferences.
  • Determined and initiated strategic business for quality control purposes, to boost delivery times and achieve cost-effectiveness.
  • Maintained excellent customer relationships through consistent delivery on commitments.
  • Led cross-functional teams to successfully execute complex projects on time and within budget constraints.
  • Negotiated contracts, pricing structures and delivery schedules.
  • Assisted new partners with program planning by presenting profitable goals and forward-thinking objectives.
  • Strengthened product branding initiatives by coordinating marketing strategies to optimize outreach.
  • Developed and presented key projects to board to obtain approval.
  • Mentored and supervised diverse workforce, managing scheduling, supervision and performance management.
  • Negotiated contracts with vendors, ensuring competitive pricing and favorable terms for the organization.
  • Boosted customer satisfaction ratings by resolving issues quickly and effectively.
  • Streamlined operations by implementing efficient processes and policies, resulting in improved productivity and reduced costs.
  • Managed payroll processes by collecting staff time sheets, checking accuracy, correcting hours, tracking in database and approving routing.
  • Utilized lean methodology to implement quality initiatives and reduce arrears.
  • Spearheaded corporate social responsibility initiatives that positively impacted the local community while enhancing the company''s reputation as a responsible corporate citizen.
  • Championed innovation by encouraging creative problem-solving among team members, yielding new ideas for process improvements and cost reduction initiatives.
  • Improved company revenue by collaborating with marketing, sales and service departments.
  • Oversaw supply chain management, effectively reducing lead times while maintaining high levels of product quality.
  • Achieved team goals through formalized training plans, coaching, and performance management.
  • Defined, implemented, and revised operational policies and guidelines.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
  • Established and monitored quality assurance standards to achieve operational excellence.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

Education

Licenciatura - Engenharia Alimentar

Escola Superior Agrária De Coimbra

Curso de Intermediação de Crédito Hipotecário -

IFB - Instituto de Formação Bancária
02.2025

Curso de Certificação de comercialização de crédito aos consumidores -

IFB - Instituto de Formação Bancária
01.2022

Curso de Intermediação de Crédito -

IFB - Instituto de Formação Bancária
01.2022

Skills

  • Relationship building
  • Operational excellence
  • Employee management
  • Standard operating procedures
  • Documentation and reporting
  • Verbal and written communication
  • Staff training and development
  • Customer relationship management
  • Decision-making
  • Emergency planning
  • Issue resolution
  • People management
  • Maintaining compliance
  • Client relationship management
  • Operations management
  • Safety management
  • Sales and marketing
  • Allocating resources
  • Team building and leadership
  • Team management
  • Operational leadership
  • Strategies and goals
  • Business process reengineering
  • Organizational development
  • Total quality management
  • Customer retention
  • Workforce planning
  • Risk assessment and management
  • Data confidentiality
  • Financial administration
  • Issues resolution
  • Negotiation
  • Staff training
  • NET framework
  • Sales strategies
  • Content development
  • Business growth initiatives
  • Corporate social responsibility
  • Leadership training
  • Customer service management
  • Script memorization
  • Customer relations
  • Problem-solving
  • Charismatic leader
  • Crisis management
  • Government relations
  • Corporate communications
  • Talent acquisition
  • Logistics management
  • Resource allocation
  • Story pitching
  • Media relations
  • Fundraising events
  • Capital spending
  • Information technology management
  • Investor relations
  • E-commerce strategy
  • Donor management
  • Stakeholder engagement

Additional Information

Monitoring ASAE Inspection Actions - Aveiro, Director of a Hydroponics company, with 23 employees. Control and management of the processing line, direct negotiation with national and international food distributors and import and export of processed products., Support for human resources, financial area, orders monitoring in external management of the family business with 30 crew members.

Affiliations

Membro da Worldwide Association of Female Professional

Languages

Portuguese
English

Personal Information

  • Date of Birth: 09/12/74
  • Nationality: Portuguese North American

Training

  • Curso de Certificação de comercialização de crédito aos consumidores, IFB - Instituto de Formação Bancária, 2021/2022
  • Curso de Intermediação de Crédito, IFB - Instituto de Formação Bancária, 2021/2022
  • Curso de Intermediação de Crédito Hipotecário, IFB - Instituto de Formação Bancária, 2022
  • Certificado de formação Profissional - Formação Pedagógica de Formadores

Artistic Skills

Formação média no conservatório de música na Calouste Gulbenkian Porto

Timeline

Sócia / Diretora

OralMED Contacto - Saudável Repetição ACE
01.2011 - Current

Operations Director & Business Manager

Ora Telecom, Lda. e Horas Cheias Lda.
01.2007 - 12.2010

Curso de Intermediação de Crédito Hipotecário -

IFB - Instituto de Formação Bancária

Curso de Certificação de comercialização de crédito aos consumidores -

IFB - Instituto de Formação Bancária

Curso de Intermediação de Crédito -

IFB - Instituto de Formação Bancária

Licenciatura - Engenharia Alimentar

Escola Superior Agrária De Coimbra

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Susana Isabel Rodrigues Cruz