Laila Cruz
Communications Professional
Portland
Summary
Copywriter creating clear, audience-focused messaging for social campaigns, public communications, and community events. Brings copywriting, video content, and bilingual communication to shape brand voice for Latinx/BIPOC audiences and broader stakeholder groups. Supports organizations that need messaging that strengthens visibility, drives engagement, and stays consistent across multiple channels.
Overview
1
1
Language
2
2
Certifications
6
6
years of professional experience
Work History
Communications, Public Relations and Social Media Lead
Global Based: Music & Dance Collective
01.2022 - Current
- Rebranded collective identity through cultural messaging and communication strategy, enhancing connection with Latinx/BIPOC core audience.
- Produced video and photo campaigns to deliver targeted messages on social media platforms (TikTok, Facebook and Instagram).
- Designed email newsletter and website; implemented copywriting and kept brand identity at the forefront.
- Produced video and photo campaigns delivering targeted messages across social media platforms (TikTok, Facebook, Instagram), increasing audience engagement.
- Planned and executed fundraisers and workshops that increased community engagement.
Advanced Support Agent
Cash App Block
03.2023 - 08.2025
- Delivered high-level customer support for complex account, payment, and security issues, ensuring timely resolution and user satisfaction.
- Collaborated with cross-functional teams (engineering, compliance, risk) to troubleshoot technical issues, enhancing support processes.
- Documented trends in user issues, identifying actionable insights for product and workflow improvements.
- Monitored performance metrics in speed, accuracy, and customer satisfaction, driving high standards in a fast-paced fintech environment.
- Remote
Crisis Information & Care / Call Intake Counselor
211 nonprofit
07.2020 - 03.2022
- Delivered clear, empathetic public-facing communication to diverse audiences in crisis, ensuring accurate understanding of services and next steps.
- Translated complex social service information into accessible, culturally responsive language, enhancing understanding for English- and Spanish-speaking callers.
- Documented caller needs and service outcomes, informing outreach strategies and improving resource coordination.
- Facilitated equitable service delivery through trauma-informed communication and active listening, fostering trust and rapport with callers.
- Remote
Education
Bachelor of Science - Communications
Portland State University
Portland, OR 05.2001 -
Skills
- Social media campaigns
- Copywriting & brand storytelling
- Video content creation
- Content calendar management
- SEO & Google Analytics
- Brand voice development
- Content management systems
- Social media analytics
- Community outreach & engagement
- Project management
- Event organization
- Stakeholder partnerships
- Email newsletter management
- Public relations writing
- Cross-functional collaboration
Certification
Google Digital Marketing & E-commerce Certificate – Coursera/Google Career Certificates, 2025
Timeline
Advanced Support Agent
Cash App Block
03.2023 - 08.2025
Communications, Public Relations and Social Media Lead
Global Based: Music & Dance Collective
01.2022 - Current
Crisis Information & Care / Call Intake Counselor
211 nonprofit
07.2020 - 03.2022
Bachelor of Science - Communications
Portland State University
05.2001 -