Chat and Email Support | AI Operations Specialist
Laguna
You can check my work experience on my resume. What I will enumerate is how I see myself as a person and as an employee, and hopefully, it can help make your decision easier. 1. I try to learn a company's workflow and processes. I want to know the ins and outs of the job (and also other people's jobs) because I want to be able to make improvements when necessary. This also allows me to assist people when needed. 2. I hold myself accountable. You don't need to micromanage me because I know how to manage myself. 3. I am adaptable. I learn what you need and become that person. 4. I respect people's time. I don't like working overtime so I make sure I am efficient at work. 5. I speak my mind. I can't help it. If you want honest feedback, I will give it to you. 6. I anticipate people's needs because I don't like the constant back and forth. 7. I like making lists. 8. I have been in different industries because I haven't found my niche yet. My dream job is something where I feel valued, I know I'm useful at, has good pay and benefits, and is challenging enough to keep me from getting bored. 9. I'm drawn to customer service jobs because I find people interesting, but it can be exhausting. 10. Writing is my forte. 11. I don't walk away from the job without a good reason. And I won't walk away if the job is good enough reason to stay. If something from my resume is making you hesitate to hire me, please give me the chance to provide clarifications. Thank you.
Confidential US Publishing Firm, contract
Jun 2026 to Present
• Authors high-volume romance manuscripts and promotional copy, scaling production dynamically to deliver full-length novels (minimum of 60K+ words) and novellas (minimum of 30K+ words) based on changing company demand. • Designs comprehensive world-building frameworks and romance series bibles, ensuring narrative consistency and character arc continuity across multi-book projects. • Develops custom AI prompts and specialized LLM workflows (Claude) to draft chapters, optimize pacing, and streamline the creative writing process. • Self-edits all deliverables prior to submission, meticulously refining narrative structure, emotional beats, and prose quality to align with strict editorial standards. • Engineers internal AI "skills" and specialized tools, standardizing digital processes to scale content production and increase team efficiency. • Collaborates with internal management to execute creative briefs, aligning content with current market trends and proprietary publishing guidelines.
DMCI Project Developers Inc., full_time
Dec 2020 to Dec 2025
• Managed high-volume asynchronous support channels, resolving complex inquiries via live chat and official social media platforms with a focus on first-contact resolution. • Processed 40–100 backend database transactions daily using the company CRM system, ensuring 100% data accuracy and compliance. • Maintained zero-lag email operations, managing 20–40 high-priority client correspondences daily including data collection, multi-department escalations, and feedback logs. • Spearheaded process improvements and data-handling workflows, successfully designing and recommending system enhancements that were adopted by management. • Leveraged standardized documentation, communication scripts, and templates to ensure strict adherence to corporate policy, service quality, and brand voice guidelines. • Successfully managed administrative deliverables for two exclusive company projects before transitioning to accelerate the digital chat operations team.
HERA YG Trading Inc., full_time
May 2018 to Nov 2019
• Built and managed comprehensive backend e-commerce operations, optimizing product listings, SKU data, and inventories across Shopify, Shopee, and Lazada platforms. • Authored high-converting digital copy, including SEO-optimized product listings, website landing pages, corporate profiles, and official policy documentation. • Engineered and executed social media content calendars for Facebook and Instagram to scale digital audience reach and support active promotional campaigns. • Supervised end-to-end digital asset management, processing and editing promotional product photography to maximize online conversions. • Directed end-to-end e-commerce order fulfillment pipelines, overseeing payment verification, accurate data transcription, packaging logistics, and digital documentation. • Conducted routine market and competitor data analysis, feeding strategic insights to the marketing team to optimize active product campaigns.
Isentia, full_time
Feb 2018 to Apr 2018
• Transcribed and synthesized high-volume international news data from various media channels across Australia and New Zealand under tight daily deadlines. • Executed rigorous quality assurance (QA) reviews on team deliverables, validating data integrity, media compliance, and structural text accuracy.
Radish Media, full_time
Nov 2016 to Jun 2017
• Managed user accounts and processed digital platform transactions, safely administering digital product credits, subscription refunds, and plan adjustments. • Provided Tier 1 technical troubleshooting and chat support, drastically reducing user wait-times through efficient, structured message processing.
Teleperformance, full_time
Jul 2015 to May 2016
• Administered high-volume digital booking queues, handling complex ticketing adjustments and platform issues with zero phone interaction. • Conducted internal peer performance audits and data tracking, generating weekly quality assurance logs and procedural reports for management.
AIG Shared Services, full_time
Jun 2012 to Jun 2014
• Managed global IT user provisioning and access control systems, administering employee account lifecycles, software permissions, and security parameters across multiple regions. • Generated complex IT compliance, access governance, and security audit reports to ensure strict internal controls and regional data protection compliance. • Investigated and resolved system access anomalies and technical complaints, maintaining high database uptime and platform user satisfaction.