ANGELICA CRUZ
Ormond Beach, FL | Open to Remote & Relocation
[email protected] • 210-585-1434 • linkedin.com/in/angelicamarissa
- Customer-focused SaaS professional with 5+ years of experience in customer-facing, technical, and cross-functional environments. Skilled in building rapport quickly, uncovering needs, handling objections, and communicating complex information clearly to technical and non-technical audiences.
- Proven success in fast-paced environments where relationship-building, problem-solving, and clear communication drive results. Transitioning into a Sales Development Representative role to leverage strong communication, discovery, and customer engagement skills in a quota-driven sales environment.
- Partnered directly with product and engineering teams to identify user pain points and improve overall product experience.
- Translated technical issues into clear, actionable feedback to support faster decision-making and issue resolution.
- Collaborated cross-functionally to clarify workflows, reduce friction, and improve feature usability across core product areas.
- Managed competing priorities and communicated effectively across teams in a fast-paced startup environment.
- Built strong relationships across technical and non-technical stakeholders to drive alignment and keep initiatives on track.
- Supported product quality across web and mobile platforms, ensuring a reliable and consistent user experience.
- Investigated system behavior using SQL queries and API testing to identify and troubleshoot backend issues.
- Partnered with engineering teams to validate fixes and support stable product releases.
- Identified usability gaps and communicated findings clearly to improve product performance and customer experience.
- Worked cross-functionally with technical and business teams to support product delivery and alignment.
- Managed 35 inbound and outbound customer interactions daily in a high-volume financial services environment.
- Built rapport quickly, uncovered customer needs, and guided customers toward appropriate financial solutions.
- Navigated objection-heavy conversations while maintaining 95%+ customer satisfaction scores.
- Educated customers on financial products and services, simplifying complex information to support confident decision-making.
- Handled sensitive and high-stakes customer interactions with professionalism and composure.
- Collaborated with internal teams to resolve escalations and improve the overall customer experience.