Sr. Community Associate

ERNESTO CRUZ

Sacramento, CA • **************@*****.*** • 916-***-**** •

https://www.linkedin.com/in/ernesto-cruz/

PROFESSIONAL EXPERIENCE

Poshmark Redwood City, CA - Remote

Senior Community Associate, Disputes Management Apr. 2022 - Present

● Conduct training sessions with 10-12 Community Associates annually on customer inquiries involving luxury brand authentication, live selling, and shipping escalations

● Ensure effective cross-functional communication and collaboration with Go To Market and International teams to enhance and resolve conflicts with best-in-class user experience supplemented with Salesforce feedback data

● Generates personalized experiences for high-end clientele through diligent process handling while maintaining a 95% accuracy rate on client resolution success

● Present consumer insights, industry trends, and visual narratives on team performance in weekly meetings to managerial team to pinpoint areas of improvement and achievement Internal Communications, Marketing July 2022 - Sept. 2022

● Designed an employee mentorship program which aimed to build knowledge and understanding of the Poshmark platform in order to strengthen user engagement

● Authored, edited and collaborated with brand & operations teams on internal and external communications to inform employees and provide personalized impact narratives to the online audience reaching 100k+ consumers

● Served on the planning and execution team for employee engagement events that elevated efforts towards organization-wide alignment on business, mission and values

● Analyzed employee feedback data and produced alternate solutions to increase organization-wide engagement in monthly meetings

Community Associate, Disputes Management Jan. 2021 - Apr. 2022

● Managed multiple queues reaching approximately 150 clients daily by curating comprehensive responses through pain point data collection to resolve order discrepancies in compliance with case handling guidelines

● Investigated and collaborated order concerns with appropriate cross-functioning teams to assist in determining a resolution for escalated customer disputes Parasec Sacramento, CA

Compliance Specialist July 2019 - Mar. 2020

● Revamped registered agent resignation protocols, meticulously aligning internal procedures with regulatory standards across all 50 states to guarantee optimal compliance for external clients

● Collaborated closely with management and accounting teams to facilitate collections efforts, prioritizing the resolution of invoices exceeding a 90-day delinquency period; implemented specialized procedures for high-profile clients with extensive account history Account Executive Mar. 2019 - July 2019

● Delivered comprehensive insights into the organization's service offerings, pricing framework, and project timelines to both existing and potential clientele

● Fostered strategic collaborations with external agencies and vendors to facilitate the acquisition of business licenses and manage various legal compliance matter

● Procured assorted filings crucial for aiding companies in achieving state-specific compliance requirements; maintained clear and consistent communication with clients throughout each phase of the process to ensure utmost accuracy

UCSC Educational Opportunity Program Santa Cruz, CA Peer Mentor Sept. 2017 - June 2018

● Conducted weekly meetings with students to discuss academic strategies and intrapersonal tools to succeed in higher education

● Connected students to numerous campus resources to assist with major declaration and bettering course management practices to achieve above a 2.0 GPA

● Engaged in collaborative discussions with the Peer Mentor Supervisor and the Peer Mentor team to strategize and develop initiatives aimed at bolstering program participation and equipping prospective peer mentors with essential tools and resources LEADERSHIP EXPERIENCE

Alpha Phi Omega, National Service Fraternity Santa Cruz, CA Founding Vice President of Leadership Sept. 2016 - Dec. 2016

● Orchestrated and facilitated workshops aimed at imparting invaluable leadership skills, fostering a culture of professionalism, and imparting effective strategies for interpersonal development.

● Facilitated organization improvement meetings which focused on strengthening morale, increasing member retention, and implementing more effective outreach strategies EDUCATION

University of California, Santa Cruz Santa Cruz, CA Sept. 2014 - June 2018 Bachelor of Arts, Psychology • Bachelor of Arts, Sociology SKILLS

MS 365 MacOS 65 WPM Salesforce

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