Jon Dennis Cruz Senior Manager - CS | Sales | Recruitment

Senior Lead Recruiter

Work for Impact

Mar 2023 - Jul 2026 (3 years 5 months)

Owned end-to-end recruitment for global remote roles across Software Engineering, Cloud Engineering, DevOps, Salesforce, AI & Data, Cybersecurity, IT Infrastructure, Technical Support, Customer Success, Operations, Finance, Accounting, Marketing, Sales, Property Management, Executive Assistance, Renewable Energy (Solar), and other business functions

Senior CS Manager

Kangaroo

Jun 2018 - Mar 2023 (4 years 10 months)

Inside Sales and Customer Service Manager

Kangaroo

Jun 2018 - Apr 2022 (3 years 11 months)

Home security should be for every family! Here at Kangaroo, we provide cost-efficient home security devices, backed up by service that works. I've built the Customer Support Team here from the ground up, then a year and a half later, a relentless Sales Team.

Marketing and Investment Coordinator

Crypto Launch Media

Mar 2018 - Jun 2018 (4 months)

ICO Marketing Firm www.cryptolaunchmedia.com We handle: - Marketing strategy and business development - White paper, pitch deck, landing page writing, copywriting, content writing - Private Sale, Pre-sale, and ICO investments - Telegram, Bounty, Airdrop Management - Whitelist growth and management - Social Media - PR and Content - Advertising and scaling - Influencer and Investor Relations

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Games Support Specialist

Gaea Mobile

Oct 2017 - Mar 2018 (6 months)

Provided dedicated support for Elves vs. Dwarves, a mobile MMORPG, handling player inquiries and technical issues. Assisted with analytics and web content creation, improving player engagement and retention

Senior Loyalty Specialist

Balsam Brands

Oct 2017 - Dec 2017 (3 months)

Conducted 11 QA audits weekly, ensuring consistent service quality across the “Other Brands” department. Led weekly calibration sessions and provided actionable feedback to improve team performance.

Tier 4 Email Support

Thumbtack

Jun 2015 - Mar 2017 (1 year 10 months)

Consistently ranked as a top performer, achieving #1 in June 2016 and Top Agent for Q3 2016. Handled escalated customer issues, wrote support snippets, and provided chat support, improving resolution times by 20%

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Quality Assurance

SITEL PHILIPPINES

Jan 2012 - Feb 2014 (2 years 2 months)

Conducted audits for phone and chat support, providing actionable feedback to improve agent performance. Served as the Lead for Client Process Coordination with Electronic Arts, acting as the primary point of contact for process changes, recommendations, and training updates. Collaborated with Electronic Arts’ process team to cascade new training initiatives across the site, ensuring consistent service delivery and compliance. Created training initiatives based on performance trends, reducing errors by 15%. Managed audio transcriptions and monthly performance reports for upper management.

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Customer Service Representative

Motif Limited

Jan 2010 - May 2011 (1 year 5 months)

Provided Level 2 financial support, resolving complex customer issues and maintaining a top 2 site ranking for KRA scores

Inbound Sales Representative

NCO Group

Jun 2008 - May 2009 (1 year)

Consistently met sales targets and was promoted to the “Premier” group, handling VIP subscribers and focusing on customer retention

Jon Dennis Cruz

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