Ismael Cruz
About Ismael Cruz
Ismael Cruz serves as the Technical Support Team Manager at Turnitin, where he has worked since 2016. He has extensive experience in technical support and product management, having held various roles at Turnitin and other companies over the past two decades.
Work at Turnitin
Ismael Cruz has been serving as the Technical Support Team Manager at Turnitin since 2016. In this role, he conducts regular audits of support cases to ensure quality and efficiency in customer service. He also handles escalated technical support cases, ensuring timely and effective resolution. Prior to his current position, he held multiple roles at Turnitin, including Associate Quality Assurance Engineer, Product Manager for Integrations, Product Support Specialist, and Product Support Team Lead. His extensive experience at Turnitin spans over eight years, contributing to various aspects of technical support and product management.
Previous Work Experience
Before joining Turnitin, Ismael Cruz worked at Ross Stores, Inc. as Coordinator I Service Support from 2008 to 2011. He also held a position at Bank of America as Coach/Customer Service Associate from 2003 to 2007. His career includes experience as a Technical Support Specialist at UPS from 2000 to 2003 and as a Sr. Account Operations Representative at Genworth from 2007 to 2008. These roles provided him with a solid foundation in customer service and technical support.
Education and Expertise
Ismael Cruz studied at ITT Technical Institute-Indianapolis, where he earned an Associate of Science (A.S.) degree in Business Administration and Management from 2008 to 2010. He furthered his education at Herzing University, obtaining a Bachelor of Business Administration (BBA) from 2021 to 2022. His academic background supports his expertise in business operations and management, which he applies in his current role at Turnitin.
Leadership and Management Skills
In his role as Technical Support Team Manager, Ismael Cruz facilitates one-on-one meetings with team members to provide guidance and support. He collaborates with other managers on cross-departmental projects aimed at improving company operations. Additionally, he implemented Salesforce reporting processes to enhance team performance tracking, demonstrating his commitment to effective leadership and operational efficiency.