Lucas Umana

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Virtual assistant, Property arbitrage negotiator, relationship manager

California Corporate housing agency

Nov 2025 - Current (8 months)

Manage scheduling, inbox, CRM updates, and client communication. Secure housing for Corporate and Insurance relocation clients. Engage in property sourcing and negotiations with Landlords in order to maintain budget quotas. Manage properties being sublet to corporate and insurance clients and insure proper upkeep and communication between clients and landlords.

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Virtual Assistant | Appointment Setter

California Financial Advisory Firm

Aug 2025 - Nov 2025 (4 months)

As a Virtual Assistant and Appointment Setter, I managed scheduling, maintained the inbox, updated the CRM, and ensured compliance documentation was accurate and up-to-date. I documented meeting notes and coordinated client follow-ups to enhance communication and service delivery. Additionally, my strategic planning skills were directly related to my engagement with prospects and leads, which was a crucial aspect of my sales responsibilities as an appointment setter, allowing me to effectively prioritize tasks and optimize client interactions.

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Virtual Assistant | Appointment Setter

California Insurance Company

Feb 2025 - Aug 2025 (7 months)

Virtual Assistant | Appointment Setter - Supported operations including call reception, policy renewals, form preparation, and quote processing. - Built a robust sales pipeline through consistent outreach, lead generation, and proactive appointment setting. - Leveraged Claude as an advanced communication aide to ensure all client and executive correspondence remained professional, efficient, and exceptionally clear. - Integrated Claude into daily operations to analyze and streamline complex workflows, significantly improving organizational efficiency and task turnaround time. - Utilized candidate relationship management principles to track and nurture prospect interactions, ensuring a systematic approach to relationship building and profes

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Appointment setter | Sales Team Lead

Better Energy Experts, Diamond Solar LLC

Feb 2024 - Feb 2025 (1 year 1 month)

Initiated sales pipeline via Go HighLevel & ViciDial. Scheduled qualified appointments, exceeding daily outreach targets. Promoted to Team Lead in 6 months; managed & coached 12 setters. Led training (scripts, shadowing, call reviews) and improved conversion.

OTA Management Support Agent

Booking.com

Feb 2023 - Dec 2023 (11 months)

OTA Management Support Agent Managed partner accounts via Booking Extranet, ensuring effective communication and coordination across teams to address escalations and maintain SLA compliance. Additionally, I utilized my travel planning skills to assist customers in organizing their trips, which included accommodations, transportation options, and itinerary adjustments. This role required meticulous attention to detail, problem-solving abilities, and a strong understanding of travel logistics to guarantee that each customer had a smooth and enjoyable experience. - Utilized real estate client management expertise to assist property owners in effectively managing their listings and operational workflows through the Booking.com platform, ensuri

Account Management | Identity & Security Agent

PayPal

Aug 2022 - Feb 2023 (7 months)

As an Identity & Security Agent within the Account Management team, I was responsible for resolving account issues and safeguarding clients against various security threats. This included identifying and escalating instances of fraud and phishing to ensure the highest level of client protection. Additionally, I utilized CRM tools to enhance customer service interactions, as these tools are essential for effectively managing client relationships and ensuring their needs are met in a timely manner.

Airline Operations Support

United Airlines

Feb 2022 - Aug 2022 (7 months)

Airline Operations Support - Resolved account issues & safeguarded clients as part of I&S Team. Identified and escalated fraud, phishing, and security threats. - Managed end-to-end customer relationships utilizing Salesforce CRM and ticketing software to ensure high Customer Satisfaction Scores (CSAT) and effective escalation management. - Leveraged expertise in travel planning, flight booking, and Property Management Systems (PMS) to provide comprehensive administrative assistance and operational support. - Utilized Google Calendar to coordinate and manage daily meetings with team leadership, ensuring alignment on operational goals, project updates, and performance results.

Online Retail and Sales Agent

Walmart eCommerce

Feb 2021 - Jan 2022 (1 year)

As an Online Retail and Sales Agent, I supported customers with their orders and returns, consistently maintaining a high Customer Satisfaction (CSAT) score. My role required strong communicative competence, which is essential in customer service and sales positions to effectively resolve issues and facilitate successful sales interactions. This skill enabled me to engage with customers meaningfully, ensuring their needs were met and enhancing their overall shopping experience.

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