2016
Bachelor of Science in Information Technology
Central Philippine University
More Info About Me
My name is Paolo! I'm a dedicated Customer Service Representative / Virtual Assistant / Social Media Manager. I ensure overall customer satisfaction for business owners and help build their presence online by creating content and blog posts. I also help them free up their time by being on top of the administrative side of their business. Before transitioning to being a freelancer, I am an experienced customer support and technical support representative. I have worked in the call centre industry for 10 years, supporting clients from the US and Canada. My long-term experience has taught me how to understand and handle the pain points of customers. Let's connect and work together!
My Skills and Competencies
Dispatch Support
Customer Support
Social Media Management
SEO Expert
Data Entry
Content Creator
Certificates
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My Experience and Education
2021
-
2024
Upwork
(Customer Support Specialist| Dispatcher Support | SEO Specialist | Virtual Assistant | Social Media Manager | LiveChat Support Specialist)
As a strategist at Upwork, I performed the functions of a Customer Support Specialist, Dispatcher Support, SEO Specialist, Virtual Assistant, Social Media Manager, and Live Chat Support Specialist. I conducted comprehensive keyword research, developed and implemented effective SEO strategies, optimized on-page elements, managed off-page SEO activities, and analyzed website performance using tools like Google Analytics and SEMrush. I collaborated with content creators, conducted regular SEO audits, and made data-driven recommendations. As a Virtual Assistant, I provided administrative support, assisted in project management, and managed client communications. In my role as a Social Media Manager, I developed and executed social media strategies, created and scheduled content, monitored channels, and analyzed metrics. As a Live Chat Support Specialist, I provided real-time customer support, maintaining high customer satisfaction. I worked closely with the marketing team to align strategies with business goals, participated in brainstorming sessions, and assisted in integrated marketing campaigns. My efforts led to increased client engagement, community building, and high-quality customer support, ultimately enhancing business growth and client satisfaction.
2019
-
2021
Dexcom Philippines
(Technical Support Specialist)
As a Technical Support Specialist at Dexcom, I provided my customers with exceptional technical assistance. I maintain a good relationship with patients, caregivers, healthcare professionals and distributors. Taking advantage of the comprehensive knowledge of Dexcom products, I proffered all-around assistance regarding CGM devices and their related computer programs to guarantee effective operation and customer satisfaction.
2016
-
2019
Iqor Philippines
(Technical Support Specialist)
Along with my term as the technical support expert at Bell Telecommunications I had to deal with technical and general inquiries coming from both home and business customers. They had problems with such services as home phone, mobile devices, internet and TV. I was an individual contributor in the business department comprising tech diagnosis and problem-solving, educating & orienting customers on product features and self-service options, and working with internal teams for continuous improvement of customer service.
My Services
Customer Support | Dispatcher Support
Handle tasks such as customer inquiries, resolve issues, process orders, technical support, and maintain records.
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
SEO Expert
Marketing professionals who use research and analysis to improve a website's ranking on search engines like Google.