Digital Marketing Professional | Social Media Strategy
Aklan
As a highly adaptable Digital Marketing and Operations Specialist with over 12 years of experience, I help businesses streamline workflows, scale their online presence, and deliver exceptional customer experiences. My expertise spans designing engaging social media assets, analyzing campaign ROI, managing B2B lead generation, and coordinating multi-channel support operations. What sets me apart is my background in Quality Assurance and Six Sigma. I don't just execute tasks; I approach every project with an analytical lens to identify bottlenecks and optimize processes. Whether navigating complex CRMs or refining marketing funnels, I bring extreme ownership and a data-driven, problem-solving mindset to your team.
Freelance, freelance
Nov 2025 to Aug 2026
Managed and grew client social media accounts through end-to-end content strategy, custom graphic design, and animated kid's stories, increasing brand engagement and audience reach across platforms. ● Designed and automated targeted email campaigns and outreach sequences, driving high-intent leads into the sales funnel and securing $3,000 in sales for beef shares in a single month. ● Optimized multi-channel campaign tracking, lead management, and CRM workflows, consistently exceeding engagement targets while accelerating overall pipeline conversion rates.
EngageYourBiz, full_time
Jan 2023 to Sep 2025
Pioneered targeted cold calling and email nurturing sequences to qualify high-intent prospects, building a robust B2B sales pipeline that sustained steady revenue growth. Diagnosed client operational pain points through consultative discovery, delivering customized web solution presentations that drove higher prospect engagement and closed-deal potential. Streamlined sales operations by meticulously tracking prospect interactions and pipeline activity in CRM software, consistently exceeding monthly outreach benchmarks and appointment-setting KPIs.
TTEC, full_time
Nov 2019 to Jan 2023
Managed high-volume inbound inquiries across phone, chat, and email for customers, merchants, and drivers, resolving complex order and account issues to maintain high first-contact resolution rates. De-escalated sensitive delivery disputes with empathy and professionalism, restoring client trust and maintaining strong customer satisfaction (CSAT) scores. Cross-functionally coordinated with dispatch, merchant operations, and logistics teams to rectify order fulfillment bottlenecks, ensuring prompt delivery updates and seamless customer experiences. Audited and evaluated multi-channel interactions across customer, merchant, and driver channels, ensuring strict adherence to company compliance guidelines, service quality benchmarks, and brand standards. Delivered actionable, one-on-one feedback and coaching to customer service representatives, improving agent communication accuracy, resolution thoroughness, and individual CSAT scores. Partnered with cross-functional operations and training leads to pinpoint workflow gaps, recommending targeted process refinements that elevated overall team quality metrics and reduced recurring service errors. Directed and mentored a high-volume support team managing customer, merchant, and driver inquiries, ensuring rapid issue resolution, minimal escalation rates, and seamless operational continuity. Evaluated key performance indicators (KPIs)—including response times, case resolution rates, and CSAT scores—to identify performance bottlenecks and implement data-driven strategy adjustments. Facilitated targeted coaching sessions and real-time feedback frameworks, driving measurable improvements in team productivity, agent service quality, and overall SLA compliance.
ePerformax, full_time
Oct 2017 to Sep 2019
Handled inbound and outbound calls to assist Sprint customers with billing inquiries, plan upgrades, technical issues, and account troubleshooting. Delivered high-quality customer service by actively listening, identifying needs, and providing accurate solutions while maintaining professionalism and empathy. Documented interactions, processed account updates, and ensured issue resolution within company guidelines and performance metrics.
Convergys, full_time
Aug 2012 to Sep 2015
Handled inbound phone calls and live chat inquiries from Macy’s customers, providing assistance with orders, product information, returns, and billing concerns. Delivered excellent customer service by resolving issues promptly, maintaining professionalism, and ensuring a positive shopping experience for every customer. Documented all customer interactions accurately in the CRM system, followed up on pending concerns, and collaborated with other departments to ensure timely resolution.