Social Media Manager | Customer Engagement Specialist
Pampanga
Social Media Manager with hands-on experience managing brand presence across multiple platforms, creating and scheduling content, editing promotional videos (CapCut), and designing marketing materials (Canva). Combines this with 5+ years of customer-facing experience in telecom sales, retail support, and B2B email/case management, consistently meeting CSAT, FCR, and engagement KPIs. Skilled in content planning, community engagement, performance monitoring, and cross-platform communication. Fluent in English, with strong written communication, creativity, and reliability developed through professional training in customer satisfaction and digital marketing support.
Bitshares Labs, Inc., freelance
Jan 2026 to Jun 2026
Managed the company's social media presence across multiple platforms, maintaining consistent brand voice and visual identity. Created, scheduled, and published content aligned with marketing goals and audience engagement strategies. Engaged with the online community by responding to comments, messages, and inquiries, strengthening audience relationships and brand loyalty. Edited and produced promotional videos using CapCut to support marketing campaigns and boost content engagement. Designed marketing materials and graphics using Canva for use across social platforms and promotional campaigns. Monitored content performance metrics to identify trends, optimize posting strategy, and improve audience reach. Supported broader digital marketing initiatives, contributing creative input and content ideas to campaign planning. Demonstrated strong reliability, creativity, and professionalism throughout the engagement as an independent contractor.
Concentrix, full_time
Jul 2022 to Dec 2025
Managed and monitored multiple shared email inboxes for high-volume client and internal B2B communications, ensuring timely and professional responses. Categorized, tagged, and prioritized incoming correspondence in accordance with information governance policies, supporting accurate workflow routing and compliance tracking. Responded to routine client inquiries directly and routed complex or specialized requests to appropriate departments, reducing turnaround time. Developed and maintained standardized email templates to ensure consistent messaging, tone, and compliance with company communication standards. Logged and tracked all email communications and case details accurately within CRM/case management systems (Salesforce, ServiceNow), supporting reporting accuracy and audit readiness. Identified and escalated high-priority, sensitive, or confidential issues following established protocols, ensuring timely resolution. Collaborated cross-functionally with legal, compliance, and IT teams to support secure handling of sensitive information. Maintained long-term reliability and adaptability, sustaining this role for nearly 4 years on a complex, compliance-driven account.