Mauricio Cruz Armenta

• • I began my career as an Agent for five months before transitioning to a Site Trainer role. My progression continued as I was promoted to Training Department Manager for both the Tijuana and Ensenada locations. Subsequently, I became an Operations Supervisor for the Tijuana branch, overseeing a team of over 45 people.

• • Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.

• • Boosted employee morale and engagement through development of comprehensive rewards and recognition program.

• • Oversaw daily operations ensuring compliance with safety standards and protocols.

• • Managed workflow processes to enhance efficiency and reduce operational delays.

• • Trained and mentored team members on best practices and performance expectations.

• • Implemented process improvements resulting in streamlined operations and reduced waste.

• • Led cross-functional teams in troubleshooting operational issues to minimize downtime.

• • Coordinated inventory management, optimizing stock levels to meet demand fluctuations.

• • Customer Service & Real Estate Sales Director with a proven track record of elevating client relations and driving high-value transactions across diverse portfolios. Successfully managed 60+ employees while overseeing the sales strategy for 5+ simultaneous projects, including luxury apartments, custom homes, and premium/luxury estate lots.

• • Key Strengths & Values:

• • Strategic Leadership: Expertise in scaling sales operations, optimizing customer journeys, and achieving aggressive revenue targets through data driven planning and team empowerment.

• • Client-Centric Excellence: Dedicated to delivering a world-class customer experience, focusing on transparency, trust, and ethical practices to ensure exceptional client retention and referrals.

• • High-Value Negotiation: Proven ability to manage and close complex sales cycles for high-ticket real estate, demonstrating strong financial acumen and meticulous attention to detail.

• • Team Development: Skilled in recruiting, training, and mentoring large, high performing sales teams, fostering a culture of accountability, continuous improvement, and professional growth.

• • Portfolio Versatility: Direct experience with multiple product types, including residential homes, luxury condominiums, premium estate lots, and high-end rural properties, demonstrating adaptability in dynamic market conditions.

• • Developed and implemented strategic sales plans to achieve revenue targets and market expansion.

• • Led cross-functional teams to drive product launches, enhancing collaboration and customer engagement.

• • Built strong relationships with key clients, enhancing customer loyalty and retention through personalized service.

• • Oversaw budget management, ensuring alignment of resources with strategic sales initiatives for maximum impact.

• • Enhanced customer satisfaction levels by addressing concerns promptly and providing tailored solutions.

• • Directed day-to-day operations by spearheading the implementation of short term and long-term strategies to achieve business plan and profitability goals.

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Strategic and hands-on professional with expertise in supporting full-cycle human resources operations and driving operational efficiency. Proven ability to partner with the HR department in managing complex contract terms, administering work standards and benefits, and ensuring legal compliance in disciplinary actions. Successfully led high-volume recruitment efforts for frontline agents, while strategically managing staff reductions based on KPI performance and sound legal practices. A trusted resource for translating HR policy into clear, actionable terms for all employees.

• • Measured and reviewed performance via KPIs and metrics. Anticipated and tracked operational and tactical risks to provide strategic

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solutions.

• • Identified areas of deficiency and performed root-cause analysis to solve problems.

• • Created Standard Operating Procedures (SOPs) to document workplace procedures and optimize productivity through standardization.

• • At the campaign Square Enix, as their main support staff, the team was the first to win back-to-back (2021-2022) awards for Best Customer Support from The Game Awards a worldwide recognition for our effort and excellence.