Allan Lea Cruz

ALLAN LEA T. C R U Z GENERAL VIRTUAL ASSISTANT Pasig City, NCR, PH - - OBJECTIVE In search for opportunities to utilize and expand my experience in the Customer Support and Virtual Assistance field, same with my research and data management skills. EDUCATION — Punlaan School, San Juan City, Metro Manila, PH Diploma in Food and Beverage Services 2002 - 2004 STI College, Kalibo, Aklan, PH BS in Information Technology 2010 - 2014 VA EXPERIENCE January 24, 2023 - April 15, 2023 Freelance (Part time) • Gimme Swag • Email Correspondence  Daily email checking/reviewing, and responding  Sending relevant information to potential partners to move to a meeting or further into the funnel of interest. Ultimately, to have them schedule an appointment (zoom or phone call)  Answering the straightforward (80-90%) questions.  Flagging urgent/complex leads  Sending secondary follow up emails  Tracking lead information in our CRM for follow up  Creating/editing snippets and templates for email correspondence • Reviewing and Cleaning Generated Leads  Thoroughly checking the social media influencers/creators list  Filtering out company emails, competitors, agencies, and management companies that should not be emailed  Spot-checking the content to make sure the social media influencers/creators are relevant  Downloading the cleaned lists as CSV and to be uploaded in Apollo.io • Apollo Sequencing We have multiple email accounts that send outbound emails via Apollo. Each email account sends out 500-650 emails.     Checking/changing the appropriate settings in Apollo before importing downloaded lists in bulk Once lists are imported, they will be put into sequence Before the Apollo sequencing, it is important to verify and check all email addresses with errors if there are any Correcting email addresses with errors in the Excel sheet and in Apollo before sequencing January 18, 2023 - January 29, 2023 Freelance (Part time) • Michael Matias • Data entry  Worked on AirTable, a low-code platform for building collaborative apps and helps customize workflow  Filled in details using researched data from LinkedIn, Crunchbase, and other sources  Responsible for making sure that all information is completely accurate, entered efficiently, and with attention to detail October 2018 – July 2022 Freelance (Full time) • Visual Marketing Systems & REDBO • Dialing [Operations Head]  Supervises daily operations and dialing personnel, aiming for maximum efficiency and cost-effectiveness  Trains new virtual assistants and prepares them for operations  Evaluates individual performance reviews and overall team effectiveness with the upper management  Appointment Setter and Verification Caller • Lead Generation and Management  Researches contact information for sales leads  Validates contact information of prospects  Flags redundant or irrelevant data • Social Media Management  Undertakes audience research  Manages and facilitates social media communities by responding to social media posts and developing discussions KEY SKILLS — Customer Service Technical Support Email Support Research Lead Generation Data Management Social Media Management Documentation Quality Assurance W ORK HISTO RY June 2015 – September 2018 Firstmac Operations Center • Customer Response Unit Officer (Chat Support and Home/Car Loan Processing Officer)  Handles 50-70 chats a day from potential, ongoing, and existing clients  Provides key information (fees, loan term conditions, and criteria)  Troubleshoots loan application tracker, checks loan application status, and informs the client for pending supporting documents  Sets appointments and follow up callbacks for each client to speak with their assigned lending manager  Sends 15-25 emails a day required for loan processing jobs June 2014 – June 2015 Sutherland Global Services • Technical Support/Consultant for AT&T Uverse  Verifying clients' complaints, determining the cause of the problem  Performs a question diagnosis to select and explain the best solution, and expediting correction or adjustment.  Sends out technicians to physically troubleshoot the devices as necessary  Make follow ups to ensure long term resolutions July 2007 – February 2009 Sykes Asia Inc • Product Activation and CSR for Adobe Systems North America  Activates various Adobe Software by validating the serial number given by the end-user  Walks them through downloading patches and supporting data designed to update, fix or improve the usability and performance of their software  Answers all Adobe software queries and also suggest more information regarding other products and services that we offer for guaranteed customer satisfaction REFERENCES [Available upon request]