Karl Cruz
Virtual Assistant & Administrative Specialist
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About
Virtual assistant and administrative specialist with 5+ years supporting remote teams in customer service, CRM work, and day-today operations. Comfortable running high-volume support queues, keeping customer data clean and secure, and handling the behind-the-scenes admin that keeps a business moving. I stay accurate under pressure and take ownership of problems rather than passing them down the line.
Experience
Platform Administrator & Virtual Support Specialist - TaskUs
(2024-09)
- Run daily support across email, chat, and internal channels, resolving user issues and clearing escalations before they back up.
- Maintain the customer database, handling account updates, data-restriction flags, and removal requests accurately and to policy.
- Triage incoming cases by urgency and route the complex ones to the right team, which keeps resolution times down.
- Hold a 98% accuracy rate on detailed administrative work while keeping digital assets within SLA.
Technical Support & CRM Specialist - TaskUs (Steam Support)
(2022-01 - 2024-08)
- Worked directly with customers to troubleshoot issues in real time and logged every interaction in the CRM so nothing slipped through.
- Took on heavier admin work, including billing disputes, refunds, and data tracking, usually under time pressure.
- Managed sensitive customer records and followed strict privacy and security rules without exception.
- Became a go-to during peak periods, keeping work accurate when volume spiked.
Customer Support Representative - [24]7.ai (Sears Home Warranty)
(2020-03 - 2021-08)
- Handled customer calls and messages, solved problems on the spot, and pulled in senior technicians when a case needed more.
- Kept records tight: logged interactions, updated client profiles, and worked across CRM and help-desk tools.
Project & Logistics Coordinator - Party Alley
(2018-09 - 2019-10)
- Ran events end to end, from planning through the day itself, almost always on tight deadlines.
- Watched the budget closely, tracked spending as it happened, and found cheaper ways to reach the same result.
- Coordinated vendors and logistics so the day ran the way it was meant to.
