Chelsea Acacio Cruz

CHELSEA CRUZ BusinessVirtualAssistant | Team Lead | Content & Operations Specialist Proactive and detail-oriented Business Virtual Assistant with oversix yearsofexperience supporting founders, executives, and teams across the health & wellness, e-commerce, real estate, and consulting industries. Skilled in managing digital content workflows, coordinating cross-functional teams, and executing marketing campaigns aligned with brand strategy. Experienced in social media management, CRM systems, process improvement, and remote team leadership. Committed to helping clients reclaim their time, streamline operations, and scale with confidence— whether through project execution, executive support, or content delivery across platforms like Facebook, Instagram, LinkedIn, and YouTube. Professional Experience Intouch CX Team Lead Manager /Executive Assistant December 2018-February 2025 Supported C-level executives with scheduling, communications, and strategic projects Led a high-performing BPO customer service team, maintaining top-tier KPI results Managed cross-brand social media campaigns (Facebook, TikTok, Instagram) Improved team productivity and accuracy through onboarding, SOP updates, and coaching Created performance reports and streamlined workflows for better operational efficiency Convergys Tier 3 Customer Representative May 2012- November 2016 Resolved complex technical issues across channels (phone, chat, email) Documented and escalated advanced concerns for timely resolutions Maintained high customer satisfaction scores by delivering effective support Teletech Technical Support Representative January 2011- May 2012 Delivered real-time technical support via phone and chat, assisting users with software, hardware, and connectivity issues Documented troubleshooting steps and solutions in the CRM for accurate case tracking Collaborated with backend and product teams to escalate unresolved technical concerns ANeBw Era University MASSCOMMUNICATION Pacific Hub Corporation Customer Support/TS Representative February 2010-January 2011 Handled inbound customer inquiries for technical troubleshooting and billing issues Maintained accurate case records and client details using CRM tools Ensured customer satisfaction by delivering timely, solution-focused support Dynatech Quality Analyst October 2008- December 2010 Conducted audits and quality checks to ensure compliance with company and industry standards Led training sessions to align team members with QA procedures and performance benchmarks Prepared detailed quality reports and recommended improvements for process efficiency Tools & Core Skills SKILLS TOOLS Administrative & Executive Support Email and calendar management Preparing and organizing reports File/document organization Data entry and record keeping Team Management Delegating tasks and overseeing progress Organizing team meetings and agendas Managing project timelines and tools (e.g., Asana, Trello) Business Operations Creating and maintaining SOPs Workflow and process improvements Vendor and contractor coordination Finance Technical Proficiency Handling invoicing and payment tracking Expense reporting and reconciliation Basic bookkeeping or working with accounting software (e.g., QuickBooks, Xero) Technical Proficiency CRM management (e.g., HubSpot, Salesforce) Website content updates (e.g., WordPress, Wix) Managing spreadsheets and data tools (Excel, Google Sheets) Marketing & Social Media Management Plan and execute social media strategies, including content creation, scheduling, and audience engagement across platforms (e.g., Instagram, Facebook, LinkedIn) Design and manage marketing materials and campaigns, including email marketing, ad campaigns, and brand visuals using tools like Canva and Mailchimp Track and analyze performance metrics to optimize campaign effectiveness and drive engagement and conversions Education & Certifications DEGREE: AB MASS COMMUNICATION SCHOOL: New Era University- DEGREE: INFORMATION TECHNOLOGY SCHOOL: UP Integrated School 2010 LICENSES AND CERTIFICATIONS Business Virtual Assistance Training With Certificate Microsoft Power BI End to End Solutions for Freelancers EF SET English Certificate DATA SENSE LMS Issued: EF SET-C1 Advance February 2025 Issued: December 2024 STF- Credential ID: Chelsea.Cruz TEAM LEAD TRAININGS AND CERTIFCATIONS Leadership Essential Workshop, Intouchcx (Certified) September 2024 Time Management Workshop, Intouchcx (Certified) July 2024 Stress Management Workshop, Intouchcx (Certified) March 2024 Coaching and Mentorship Workshop, Intouchcx (Certified) October 2024 Effective Interviewer Workshop, Intouchcx (Certified) November 2024 Handling Difficult Conversation, Intouchcx (Certified) July 2022 ACCOMPLISHMENTS Main +63 -) TOP TEAM OF THE MONTH TEAM LEAD Whats App: +63/TOP -) April 2022 - May 2024-Achieved a total of 9 Top Teams awards in span 2 years www.linkedin.com/in/chelsea-cruz5aa390340 TOP AGENT OF THE MONTH Pilot Drive Extension March 2019 - October 2021 Commonwealth Avenue 1121 (Intouch CX) Achieved 5 times Top agent of theQC Month Philippines TOP QA OF THE MONTH February 2008 - September 2010 Achieved 3time QA of the Month. (Dynatech) REFERENCES Bernie Role OperationsManager/Intouch CX Phone:- Email :-Abigail Abina Senior Operations Manager/Intouch CX Phone:- Email -Jamie Norberte Director of Operations/Intouch CX Phone:- Email - Main +63 -) Whats App: +63 -)-www.linkedin.com/in/chelsea-cruz5aa390340 Pilot Drive Extension Commonwealth Avenue QC 1121 Philippines