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Work Background
TwinklingTreeCustomer Support
Dec. 2024 - Feb. 2025Responsible for delivering exceptional support and fostering strong relationships with customers. My key responsibilities include: Customer Support & Interaction: Provide prompt and accurate responses to customer inquiries in Zendesk, ensuring a positive and seamless customer experience. Order Support & Management: Assist with order processing, including product issues, modifications, and shipment tracking. Accommodate address returns, exchanges, and resolve any order-related issues in line with company policies. Feedback Collection & Process Improvement: Actively gather and relay customer feedback to relevant departments, driving improvements in products, services, and overall customer experience. Analyze recurring customer concerns to identify opportunities for enhancing support processes. Relationship Building & Advocacy: Cultivate lasting customer relationships by communicating in a friendly, professional manner. Serve as the voice of the customer to internal teams, advocating for customer needs to improve service quality and satisfaction.
Amazon Operation Services Philippines, Inc.Team Manager
Nov. 2022 - Dec. 2024Cebu, Central Visayas, PhilippinesI currently lead, coach, and inspire a team of customer service associates to deliver exceptional support and ensure ongoing customer satisfaction for our US clients. I collaborate with cross-functional teams in real-time to improve processes, identify emerging trends, and implement customer-focused solutions promptly. By fostering a culture of continuous improvement and open communication, I empower my team to adapt to evolving customer needs and drive positive outcomes in every interaction.
Medic MindStudent Support and Onboarding
Oct. 2022 - Dec. 2023United KingdomFacilitated a seamless transition for medical students joining our tutoring programs. Delivered personalized assistance and guidance, addressing inquiries, scheduling sessions, and establishing suitable payment plans. Ensured a positive and enriching learning environment by fostering productive relationships between students and tutors. Implemented efficient processes to streamline onboarding procedures and enhance overall student satisfaction and success.
Better.soVirtual Assistant Project Manager
Jul. 2022 - Oct. 2022United StatesAdeptly handled diverse administrative tasks and remote responsibilities for a startup setting. Conducted thorough research, managed various social media platforms, provided top-notch customer support, and executed graphic design assignments. Facilitated seamless project coordination while actively contributing to lead generation efforts, fostering client relationships, and meeting or exceeding sales targets to drive revenue growth. Proactively contributed to organizational efficiency through multitasking, proactive problem-solving, and innovative strategies.
XMartialInfluencer Marketing Specialist
Feb. 2021 - Jan. 2022CanadaPlayed a pivotal role in the strategic planning and execution of dynamic influencer marketing campaigns. Proficiently identified and engaged with key influencers, nurturing relationships and coordinating content collaborations to elevate brand presence and boost sales. Utilized expertise in influencer outreach and management to effectively amplify brand visibility across various platforms. Contributed to the strategic execution of campaigns, ensuring alignment with brand objectives and maximizing ROI.
Wealthawesome.comGhost Writer and HARO Responder
Jul. 2020 - Jan. 2021United StatesAdeptly managed Help a Reporter Out (HARO) queries on behalf of the financial website owner. Crafted expert responses and curated high-quality content to secure media placements, thereby elevating the website's visibility as a reliable source of financial insights and information. Collaborated closely with the proprietor to ensure alignment with the site's content strategy and objectives, driving engagement and credibility within the industry.
Leaving FridayTravel Writer
Mar. 2020 - Jul. 2020United StatesCrafted engaging and informative travel articles for a personal travel blog, adhering to SEO best practices. Generated captivating content to inspire and inform readers about various destinations and travel experiences. Implemented effective SEO strategies to optimize content visibility and enhance online presence. Maintained a consistent writing style and tone to resonate with the target audience. Continuously researched and explored new travel topics to enrich the blog's content and attract a wider readership.
BPI Asset Management Trust CorporationSEC Licensed Fixed Income Salesman and Investment Advisor
Jan. 2017 - Jul. 2022PhilippinesAreas covered: Cebu, Leyte, Bohol, and Samar Product Specialty: BPI Investment Funds (UITFs), ALFM Mutual Funds, Government and Corporate Fixed Income Securities, IPOs Constructed and oversaw individual and institutional investment portfolios, providing tailored advice and actionable investment ideas based on market conditions. Assessed client needs and devised customized investment plans, ensuring timely execution of market transactions. Monitored client financial conditions, recommending adjustments to optimize investment strategies. Addressed client queries, maintained records, and fostered client relationships while prospecting new clients and promoting relevant financial products. Collaborated with clients' other advisors to align financial goals.
Conducted Investment webinars and public speaking events for government, private, and public institutions.
Bank of the Philippine IslandsAssistant Manager / Field Sales Officer
May. 2011 - Dec. 2016Cebu CityActively promoted a diverse range of bank products to clients across mass market, preferred, and corporate segments. Consistently met or exceeded quarterly and annual targets for acquisition, loans, and deposit volumes across designated branches. Organized and executed special marketing initiatives like caravans, mall exhibits, and corporate presentations to expand client base. Demonstrated proficiency in tailoring bank products to meet individual client needs. Attended ongoing seminars, training, and certifications to enhance skills and knowledge as a Unibanker and Sales Representative.
Aegis PeopleSupport Phils. Inc.Team Lead - Expedia Sales (Travel and Hospitality)
Apr. 2009 - Apr. 2011Cebu I. T. Park, Cebu CityConsistently surpassed sales targets for booked hotels, flights, vacation packages, and car rentals. I achieved this through proactive coaching, meticulous call monitoring, and ongoing motivation of the team. Ensured exceptional customer service standards while meeting sales objectives. Managed client service level agreements and key performance indicators (KPIs) effectively. Generated comprehensive management reports pinpointing areas for enhancement and addressing concerns promptly. Facilitated staff appraisals and skill development initiatives. Dedicated to implementing and promoting best practices to optimize team performance and enhance customer satisfaction.
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