Learning Design · Training & Systems Enablement · Program Operations
Marcos Cruz
Learning design, training, and program operations professional
Professional summary
Learning design, e-learning, training, and program operations professional with 8+ years across nonprofit education, international student programs, customer support, and workforce operations. Translates complex systems and participant needs into accessible e-learning, clear workflows, job aids, instruction, coaching, and coordinated follow-through. Experience includes training 3 support specialists, 6 instructors, and 2 incoming administrators; coordinating 40+ active F-1 students across 13 annual sessions; maintaining 100+ Salesforce records per month; and conducting 10-15 weekly field visits at peak.
Core capabilities
- Adult learning & facilitation
- Instructional design
- E-learning development
- Systems training & adoption
- Program & learning operations
- Process mapping & workflow design
- Job aids, SOPs & documentation
- Assessment, feedback & coaching
- International student advising
- Learner outreach & barrier assessment
- Cross-functional coordination
Systems: Articulate Storyline 360, Salesforce, SharePoint, Microsoft 365, Teams, PowerPoint, Google Workspace, Zoom, Canva, iTeach LMS, TLCIS, SEVIS, and Meta Ads Manager
Professional experience
Catholic Charities Fort Worth
ESL Support Specialist · Fort Worth, Texas · Hybrid
- Initially served as the sole support specialist for countywide learner follow-up, independently planning routes and conducting 10-15 weekly home or community visits at peak; supported 50+ refugee and immigrant adult clients monthly through barrier assessment, referrals, and coordinated reengagement.
- Maintained and updated 100+ confidential Salesforce records per month, tracking attendance, outreach, interpretation, referrals, and next steps for accurate reporting and continuity of support.
- Created standardized Salesforce case-note guidance adopted as a recommended team resource; supervisory audits found fewer duplicated follow-ups and more concise, policy-aligned notes.
- Reorganized SharePoint resources and created 10+ job aids and program tools, improving access for 6 teachers, 4 volunteers, and support staff.
- Trained 3 successive support specialists and new teachers through demonstrations, guided practice, and coaching on Salesforce, SharePoint, documentation, outreach, and culturally responsive service; also facilitated in-person and virtual adult learning.
The Language Company, Dallas-Fort Worth
Director of Admissions | English Instructor · Dallas-Fort Worth, Texas
- Managed admissions operations across 13 annual sessions, guiding prospective international students and families from inquiry through document collection, payment readiness, placement, enrollment, and orientation.
- Served as 1 of 2 Designated School Officials for 40+ active F-1 students, maintaining SEVIS and TLCIS records and supporting Forms I-20, transfers, extensions, reinstatement requests, status questions, and travel compliance.
- Administered iTeach, TLCIS, and SEVIS workflows and coordinated records, deposits, deadlines, placements, and teacher handoffs with no missed submission dates.
- Trained 6 instructors on iTeach and prepared an incoming site director and admissions replacement through role-specific demonstrations, observed practice, tailored checklists, and follow-up.
- Designed and facilitated multi-level English instruction and recurring student activities; managed an Instagram-first communications workflow with 104 attributable posts across learning, student life, events, and recruitment.
Speak with Marcos
Independent English Communication Coach · Former self-employed practice · Remote
- Built and managed a remote coaching practice for adult professionals, including client recruitment, intake, scheduling, payments, needs assessment, Zoom delivery, documentation, and multi-session follow-up.
- Designed the client journey from discovery and booking through assessment, personalized planning, and follow-up; developed 15+ lesson frameworks, guides, slide decks, roleplay activities, assessment tools, templates, and follow-up resources.
- Designed and used a weighted professional-speaking rubric to translate observations into focused priorities; adapted coaching to each learner's goals, confidence, barriers, cultural background, and professional context.
- Planned and boosted content across 3 paid social campaigns, generating 782K+ ad views and 7,500+ link clicks while testing audience targeting, outreach messages, and service visibility.
AEON Corporation
English Instructor · Hiroshima, Japan
- Facilitated structured English instruction for children, teenagers, and adults, adapting lessons, practice, and feedback to age, proficiency, readiness, and cross-cultural context.
- Mentored adolescent learners through homework accountability, academic goals, confidence-building, inclusive behavior support, and family communication with translation assistance when needed.
- Used targeted one-to-one instruction to identify reading, challenge, and regulation barriers; partnered with Japanese staff to adjust pacing, routines, choice, and classroom support.
- Documented learner updates in AEON's internal system and discussed concerns and strategies during weekly youth-teacher meetings.
- Expanded school-community programming through improv activities, speech contests, and regional professional development; successfully completed the one-year international contract and was offered an extension.
Additional training & operations
Amazon
Sortation & Returns Associate, Peer Trainer
Selected to train new associates on systems, pace, quality, and safety after sustaining a scan rate of 300+ items per 15 minutes; provided one-to-one coaching and corrected workflow errors.
Liberty Mutual Insurance
Claims Customer Care Associate · Plano, Texas · On-site
Handled first-notice-of-loss calls for automobile and homeowners claims in English and Spanish; gathered policy and incident details, documented claims, explained next steps, de-escalated distressed callers, and routed complex matters to adjusters. Completed a formal 10-week training program using simulations, mock calls, searchable job aids and knowledge bases, connected claims systems, and call-quality coaching.
24-7 Intouch, Netflix
Customer Support Representative, Trainer Support
Supported new-hire onboarding, system demonstrations, troubleshooting, and communication coaching; earned Employee of the Month 3 times and maintained a typical 2-2.5% dissatisfaction rate.
Selected portfolio evidence
Education, credentials & languages
University of North Texas · Bachelor of Arts in Theatre, Minor in Anthropology · 2014
Selected credentials: Project Management Essentials (2026); Nonprofit Essentials (2026); Social Media Marketing Certification (2026); QPR Gatekeeper for Suicide Prevention, Youth Serving Professionals (2026); Principles of Psychological First Aid (2026); BEST Plus 3.0 Certified Assessor (2025); ACA101 Connections, 40 CPE hours (2025); Enhancing Services for LGBTQ+ Newcomer Clients (2024).
Languages: English and Spanish, fluent · Japanese, low-intermediate conversational · American Sign Language, beginner