2007
Bachelor of Business Administration major in Marketing
Polytechnic University of the Philippines
More Info About Me
Focused on ensuring excellent service standards and maintaining high client satisfaction.
I have had extensive work experience in the office environment and a work from home set-up giving me varied skills and the ability to work with many different types of people.
My work history is specializing mostly in customer service, social media management and digital marketing.
I am experienced dealing with clients via Email, Phone and various online chat channels such as WhatsApp and LiveChat.
I have worked and navigated with different systems such as CRM, Siebel, Oracle, Trello and many others along with google driver / Microsoft office and Canva. I am also experienced in handling social media platforms such as Facebook, Instagram, Twitter, Tiktok and etc..
I am well versed and proficient in coordinating matters to the relevant team to ensure proper resolution. Lastly, I am a conscientious person who works hard and pays attention to detail. I'm flexible, quick to pick up new skills and eager to learn from others.
Certificates
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My Experience and Education
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Freelance
(Social Media Manager / Content Creator / Graphic Design)
● Managing social media advertising efforts for the company.
● Creating graphic content for each social media campaign.
● Maintaining a strong web presence while building a social media presence.
● Monitoring the company's brand on social media.
● Engaging relevant influencers to raise brand awareness.
● Responding to comments on each of our accounts.
● Supervising client service using social media.
● Researching and identifying potential brand influencer for the company
● Analyzing data to determine whether social media campaigns have achieved their objectives.
2020
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2021
Right Bite - Kitopi, Dubai, UAE
(Client Relations Supervisor)
● Responsible in handling / generating new leads and converting inquiries into new / prospect clients
● Managed all client complaints across all regions (UAE, KWT & KSA) in a highly proficient manner, resolving all issues within reasonable time.
● Responsible for liaising & communicating across different departments (Logistics, Clinic, IT, Marketing etc..) for smooth coordination on day-to-day operations.
● Understands and implements all company protocols and communicates even complex concepts in clear, simple, and easily understandable terms.
● Overseas the Customer Service Team from a “sales” & “service” perspective to ensure adequate & professional clients management by monitoring the agents performances in handling emails, phone calls and chat.
● Responsible for training the team and ensuring they are up to date with the job requirement & day to day operations.
● Responsible in reviewing, analyzing client's database and feedback, generating reports on different aspects in order to retain, increase renewal, attract and optimize their satisfaction
● Proficient in planning and executing renewing client subscription to increase month on month retention rate and to reach the weekly and monthly target.
● Responsible in generating data and putting a plan together based on data and results to ensure meeting company targets with Business Development Manager
● Responsible in ensuring a clear communication with the team on all management instructions & decisions
● Preparing and implementing quarterly plans for the Customer
Service Department and ensuring the target is achieved as per the set plan
2016
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2020
Right Bite - Kitopi, Dubai, UAE
(Client Relations Associate)
● Provided a professional, efficient, accurate and customer oriented service in line with agreed standards and processes
● Answered queries of the clients through different channels, such as emails, phone calls and chats while prioritizing workload as required and ensuring all calls, chats, and tickets are dealt with appropriately to guarantee client satisfaction.
● Helped manage the client's subscription relating to products and services to organizing the orders in the system up to arranging the deliveries as per the requirements and company policy
● Ensured an appropriate order flow with the compliance to organizational policies
● Ensured a follow-up contact with the client for retention.
● Informed customers about special promotions and provided detailed information for various products
● Logged customer complaints, fill out food incident report and coordinate it to the quality controller for investigation and reply
back to the client for the result
● Do business communication to clients either by letter or email
● Prepared the daily report necessary to the production team
2012
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2015
INFOSYS BPO Limited, Philippines
(Operations Executive)
● Order management process for both household and food service customers
● Ensured timely completion of orders based on customer requested due date. This affects business customers who can potentially be out of service or lose hundreds of thousands of dollars in revenue if completion is delayed
● Served as a subject matter expert on client specific programs
● Completing the administrations tasks within the service level area such as sending daily reports to the managers, drafting letters/ feedback about the customer complaints/ queries
● Attended queries from the customers, client's employees such as depot manager/ staff and customer service managers via phone calls and emails
● Conducted detailed investigation for the complaints received from the head office and ensures complete resolution of the issue
● Identify areas of opportunity within the team to develop and implement comprehensive action plans for the betterment of processes
● Disseminated program updates in a timely manner Ensured timeliness and quality of deliverables
● Tracked and allocate all emails coming in from the Contact Us link on the clients website and sending the report for the number of emails up-to-date
● Responsible in ensuring all emails are answered within the required service level area