Jacques Cruz

Results-driven professional with 15+ years spanning electromechanical field service, retail sales leadership, and licensed insurance. Drove $3M+ in sales, led high-performing teams, and delivered top-ranked customer satisfaction across dynamic industries.

Health Insurance Agent - Firsthand Health Solutions

(2026-01 - 2026-03)

Licensed expert helping individuals review and evaluate Medicare plans and their benefits guiding them in choosing a suitable plan that fits their unique needs.

• Advised clients on ACA-compliant health insurance plans, matching coverage to individual needs and budgets

Sales Manager - Ashley Furniture FDE

(2025-04 - 2025-12)

• Led regular training sessions covering product knowledge, objection handling, and closing strategies to sharpen team performance
• Built comprehensive sales reports tracking KPIs—conversion rates, avg deal size, pipeline velocity—for senior leadership
• Coached sales floor team to improve close rates and maintain consistent customer satisfaction standards

Life Insurance Agent - Lincoln Heritage Insurance Company

(2024-07 - 2025-03)

Help customers with the evaluation and education of life insurance products that cover the legal, funeral, and immediate household expenses tied to the insured person.

• Sold final expense life insurance policies door-to-door, qualifying prospects and tailoring coverage solutions
• Maintained active licensure and product knowledge across Lincoln Heritage's core policy portfolio
• Built client pipeline through referrals and community outreach to drive consistent policy production

Sr. Service Technician - Nespresso

(2023-07 - 2024-08)

• Installed, serviced, and repaired Nespresso commercial coffee machines across B2B accounts
• Managed parts and equipment inventory to ensure first-visit fix rates and minimize downtime
• Coordinated customer service call scheduling to optimize field coverage and response times

Samsung Service Engineer - Asurion

(2021-03 - 2023-07)

• Led major appliance repair operations as Samsung-certified service engineer; spearheaded special ice maker repair project
• Supported new hire onboarding and field instruction to accelerate technician readiness
• Diagnosed and resolved complex electromechanical appliance failures, maintaining high first-call resolution rates

ATM Lead Field Technician Level II - ADT Commercial

(2019-11 - 2021-03)

• Delivered electromechanical repair, installation, PM, and IT support for commercial NCR ATMs and bank safes across the territory

Field Operations Lead Technician - Bancsource (Cennox)

(2015-03 - 2019-11)

• Served as field ops lead across multi-state territory, servicing ATMs, smart safes, POS, and money recyclers for NCR, Hyosung, Triton, and others

Senior Customer Engineer - NCR Corporation

(2011-04 - 2015-03)

• Serviced high-profile accounts (Walmart, Wells Fargo, Chase) with ATM/POS/self-checkout deployment, repair, and technician training

Store General Manager - GameStop Inc.

(2009-05 - 2011-04)

• Drove $1.6M+ in annual sales; ranked store #1 in district and top 900 of 6,500 stores nationally in sales and customer service

Multi-location Store General Manager - Bandi Namco Entertainment America

(2000-01 - 2009-04)

• Managed multi-location operations with $1M+ in assets; grew sales 10%+ YoY through merchandising, training, and customer experience initiatives

Business Administration - Marketing/Management - University of Puerto Rico (1996 - 2004)

Officer Candidate School - Leadership, Human Element Resources - U.S. Army (2003 - 2007)