Oct 2020 — Mar 2025
Field Support Technician · Akkodis
• Provide on-call technical support in troubleshooting Smartmatic and iOS devices.
• Consistent in-person support to government events to manage hardware and software installation and support
• Time management of daily event operations.
• Coordinates with event workers, tech support and center lead for device and machine issues.
• On time customer solutions for software errors.
Mar 2024 — Jul 2024
Ecommerce Analyst · Royally Chic
• Utilized Google Analytics to drive business decisions and optimize customer segmentation.
• Analyzed business ad campaigns on social media platforms like Facebook to enhance marketing strategies.
• Automated manual processes in Shopify store to improve efficiency.
• Organized and presented analytics reports through online research for data-driven decision-making.
Jun 2014 — Jul 2017
Freelance Shopify/WooCommerce Management/VA · Ivy Jordan VA
◦ Accomplished managing Shopify and Wordpress + WooCommerce stores for local and international online sellers
◦ Increased online store success by overseeing issues in SEO, Design and Product content within 3 months
◦ Develop and automate start up stores marketing plan and boost their rankings using Search Engine Optimization Tools within a month
◦ Improve customer traffic up to 20% applying SEO principles and rules accordingly.
◦ Provide successful strategic analysis to improve product conversion through social media analytics
◦ Utilized Google Analytics and Google Tag Manager and implemented new scripts that increased performance by 20%
◦ Help e-commerce start up small businesses to increase their store conversions within months after launching
◦ Implemented and completed weekly administrative projects that contribute to the success of the online business
◦ Negotiated and closed major contracts from start-up online stores and work closely with business owners for a successful launch
◦ Highly organized and able to function in a busy, fast paced environment
Oct 2014 — May 2017
Ecommerce/OpenCart Virtual Assistant · Fine Leatherworking
◦ Implemented social media strategy and managed channels, including Pinterest and Instagram for online marketing that increase conversions up to 30% within 1 year
◦ Successfully compiled customer service issues and shortened customer wait time to immediately solve issues within a few days.
◦ Increased sales by 15% after consistently execute social media marketing strategy in 1 year
◦ Gathered and analyzed Google analytics data about incoming customers traffic and their conversions ◦ Developed database processes for marketing and social media targets ad metrics
◦ Helped build the company from the ground up
° Support documentation and processes using Microsoft Office.
Oct 2012 — Jul 2013
Technical Support 2 · Convergys
◦ Documented new processes and opportunities to establish efficiencies
◦ Performed level 2 troubleshooting of technology issues for customers
° Resolve gaming platform and desktop software issues.
◦ Identified and analyzed newly reported complex bugs and developed solutions
◦ Responded to customer inquiries through the use of varied ticketing, content, and task management tools
Sep 2011 — May 2012
Customer Support Specialist · Sykes Philippines
•Respond to associate inquiries via telephone, email or online live chat sessions by providing information on account balances, credit limits, order status, shipping information, associate discounts and earnings.
•Assist customers with dedicated sales force web portal by helping them register for accounts, assisting with password resets and offering instruction for website features such as placing orders, accessing training videos and tracking account activity
•Help associates with processing returns and exchanges, including preparing items for shipment back to the company’s fulfillment centers
•Assisting with other types of sales associate requests as needed
Jun 2005 — Apr 2009
Call Center Agent · Western Wats Philippines (Survey Sampling International)
◦Gathered and analyzed data about customers and their social media usage to develop marketing strategies
◦Identified and escalated priority issues and reporting to high-level management
◦Completed call notes and call reports as necessary and updated them in the CRM
◦Recorded details of comments, inquiries, complaints, and actions taken
