Hannah Joy Cruz

Quality Assurance Analyst | TP (Google Ads) at Google Ads (2025-11 – Present)

• Conducted QA evaluations across 3+ sales teams using Google Ads policy frameworks and standardized scorecards, improving scoring consistency and audit accuracy by ~15%.
• Translated QA insights into actionable recommendations, contributing to 110% quarterly KPI attainment across evaluated teams.
• Analyzed QA trends and performed root cause analysis on performance gaps, helping sustain CSAT above 80% and improve coaching effectiveness.

Digital Account Strategist at Google Ads (2025-04 – 2025-11)

• Exceeded sales quota by 120% by managing and optimizing a portfolio of 30+ Google Ads clients through data-driven campaign strategies and consultative upselling.
• Improved campaign performance by increasing CTR by ~18% and conversion rates by ~12% through KPI analysis and optimization of bidding, targeting, and creatives.
• Drove ~15% account growth and improved client retention by identifying upsell opportunities and delivering performance-based recommendations.

Business Development Representative at Onyx Cloud IT (2024-10 – 2025-04)

• Generated and qualified 30+ leads monthly, contributing to a consistent SaaS pipeline for Microsoft security solutions.
• Increased lead-to-opportunity conversion rate by ~20% by conducting structured discovery calls and aligning solutions to client needs.
• Improved pipeline visibility and forecasting accuracy by maintaining CRM workflows and tracking key sales metrics.

Office Administration Coordinator at Tierra Med Spa (2023-05 – 2024-10)

• Managed 100+ daily client interactions, enhancing service consistency and contributing to improved customer satisfaction.
• Reduced administrative errors by ~15% by maintaining accurate records and optimizing data management processes.
• Streamlined scheduling and front-desk operations, improving workflow efficiency in a high-volume environment.

Diploma in Office Administration – Health Services – Seneca College (2022-09 – 2024-04)

High School Diploma – Saint Michael Catholic High School (2021-06)