Marcus Gutierrez | Freelancer Resume

Marcus Gutierrez | | EDUCATION Associate in International Travel and Tourism Management | Career Institute of Southeast Asia EXPERIENCE Family-Owned Property Business | January 2024 - Present Property Operations Manager ● Oversees day-to-day property operations, including tenant relations, lease management, and maintenance coordination. ● Tracks rental income, expenses, and financial reports to ensure operational profitability. ● Manages vendor communications and ensures timely completion of property tasks. Crackerjacks VA, OPC | October 2025 - Present Executive Virtual Assistant | AMP Brazilian Jiu Jitsu (Freelance) ● Oversee lead management and communication workflows, conducting follow-ups through calls, emails, and texts to convert prospects into active members. ● Develop and maintain automated email and SMS marketing systems in Spark Membership, ensuring seamless lead nurturing across multiple academy locations. ● Coordinate enrollment processes by building and optimizing checkout pages, digital forms, and campaign assets to enhance user experience. ● Manage payroll through QuickBooks, monitor inventory, and process member updates to maintain efficient day-to-day operations. ● Design branded marketing materials and event content using Canva, aligning visuals with AMP’s promotions and community engagement initiatives. Club Feast Inc. | September 2025 - October 2025 Business Development Representative (Freelance) ● Supported partnership growth initiatives by identifying and reaching out to potential restaurant partners through targeted outreach strategies, including calls and personalized emails. ● Assisted in lead generation and qualification, maintaining accurate records of leads and communications in HubSpot. ● Helped coordinate partner onboarding processes to ensure smooth setup and proper documentation. ● Monitored CRM data and prepared weekly reports summarizing activity, conversions, and performance metrics. Outsourced Doers Inc. | November 2024 - January 2025 Digital Marketing Virtual Assistant (Contract) ● ● ● ● Assisted in the coordination of digital marketing campaigns across email, social media, and funnels. Helped create marketing materials using Canva and supported funnel setup in GoHighLevel and ClickFunnels. Assisted in automating workflows and compiling campaign performance data for review. Conducted market and competitor research to support strategy development. Dynata Philippines Inc. | September 2024 - November 2024 Market Research Interviewer (Seasonal) ● Conducted structured phone and online interviews with respondents to collect accurate and complete data. ● Entered and organized responses in the company database, ensuring data accuracy and consistency. ● Followed scripts and privacy protocols to maintain data integrity and respondent confidentiality. Sutherland Global Services | April 2021 - May 2024 Customer Support Representative (Full-time) — April 2021 - May 2024 ● Delivered high-quality email support for a global gaming client, resolving diverse customer inquiries efficiently and professionally. ● Handled complex and high-priority escalations, ensuring timely resolutions and maintaining customer trust. ● Managed daily Zendesk queues while meeting SLA and accuracy targets. ● Reported recurring issues and suggested improvements to optimize workflows and reduce response time. Virtual Quality Assurance Analyst (Contract) — June 2023 - October 2023 ● Monitored and evaluated agent performance through email audits to ensure compliance with quality standards and client requirements. ● Provided constructive feedback to agents, reinforcing best practices and improving communication accuracy. ● Used Google Sheets and Microsoft Excel to analyze performance data, identify trends, and support process improvements. ● Collaborated with training teams to address recurring issues and align QA goals with operational targets. Subject Matter Expert (Contract) — July 2022 - October 2022 ● ● ● ● Oversaw service queues to meet SLAs and maintain prompt, high-quality support. Conducted training sessions for agents to improve skills, compliance, and productivity. Provided coaching and ongoing support to address performance gaps and strengthen customer satisfaction. Worked with operations teams to streamline workflows and share process improvement insights. TRAINING AND CERTIFICATIONS ● Artificial Intelligence For Communities Workshop: Vjal Institute— September 2025 ● Social Media Management: Kurso.ph — January 2025 ● High-Level Course for Freelancers: Technical Virtual Assistants — December 2024 ● Team Manager Essentials: Sutherland Global Services — April 2023 ● Tour Guiding Services: Joji Ilagan Cereer Center Foundation — April 2018 ● Tourism Promotion Services: Joji Ilagan Cereer Center Foundation — April 2018