As an analyst, marketing specialist, and customer service leader, I aim to help my stakeholders understand the roadblocks of their businesses and provide effective recommendations based on data, history, and research. I am a versatile leader and a team member who has been in the customer service and social media field long enough to know what my clients need without asking. I have counseled and developed people to be at their best and become leaders themselves. I have a vast background in telecommunications, devices, social media platforms, the travel and hospitality industry, and marketing.
Experience
Viva Naturals
Nov 2021 – Present
Canada
Marketing Specialist
• Established and developed the Influencer Marketing line of business
• Developed new marketing strategies and campaigns based on a detailed analysis of market forces
• Identified the appropriate media channels where each product or service's marketing materials can be delivered to the public
• Collaborated closely with the product development team and internal stakeholders to align communication efforts with release calendar dates and key messaging, ensuring a cohesive and strategic approach to product launches and updates.
• Serve as a liaison between the marketing team and product development, providing valuable insights and feedback to inform marketing strategies and campaigns.
• Coordinated with the product development team to develop comprehensive launch plans that integrate social media, influencer marketing, and PR activities, maximizing the impact and reach of new products and features.
• Collaboratively developed and refined key messages and talking points, considering product attributes, target audience, and market trends.
• Fostered strong relationships and open lines of communication with the product development team, quality assurance, legal team, and other internal stakeholders, facilitating a collaborative and streamlined approach to marketing and product integration.
• Maintained a thorough understanding of the company's product roadmap, staying up to date with product updates, features, and enhancements to effectively communicate and promote them.
• Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic, and elevated sales numbers.
• Maintained documentation, detailing assignments, and in-progress work, and completed project milestones
• Reported to C-suite management and partnered closely with various business unit leaders to ensure priorities are aligned, working on the highest value and most important initiatives.
Revive Superfoods
Jan 2021 – Nov 2021
Canada
PR, Communications and Marketing
• Build long-term relationships with influencers/customers and key stakeholders
• Cater PR packages and manage communication with Influencers and brands
• Engage online audiences by placing a strong focus on sales process support and responding to inquiries and comments timely and knowledgeably.
• Maintain detailed logs and reports of services performed, profit, and budget information
• Present findings to marketing teams to help guide the direction and activities of the department
• Develop new marketing strategies and campaigns based on a detailed analysis of market forces
• Work with creative teams to come up with branding ideas, advertising copy, graphic designs, and promotional materials
• Enforce brand marketing guidelines throughout each product to create a cohesive feel to each campaign
• Identify the appropriate media channels where each product or service's marketing materials can be delivered to the public
• Managed system support functions to set priorities and service level expectations.
• Generated documentation and information required for customer shipments.
• Collaborated with shipping department staff to facilitate smooth materials returns to the correct vendors.
• Monitored and reported on transportation costs and properly filed shipping documents.
• Completed timely data entry of new orders, labeled containers, and placed them in accurate storage locations.
• Developed and implemented technical project management tools such as plans, schedules, and responsibility and compliance matrices.
• Produced weekly status reports detailing logistic operations and problems.
• Collaborated with new and established vendors to negotiate optimal pricing and scheduling.
Majorel
Sep 2015 – Apr 2021
Clark, Philippines
Senior Quality Analyst - Customer Success
• Developed monthly, end-of-quarter, and other statistical reports for leadership team and quality improvement programs.
• Led client calibrations and business reviews in the EMEA and APAC region
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Led policy and process improvement projects to help operations meet and exceed quality standards.
• Developed training materials, SOPs, and work instructions to supplement new team members, clients, or agent onboarding.
• Monitored and evaluated call, email, and chat transactions, providing actionable insights through coaching or calibration.
• Directed and supported planning, designing, and execution of test plans, scripts, and process plans for projects.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
• Collaborated with management to provide training on improved processes and assisted with the creation and maintenance of quality training.
• Implemented corrective actions to fix the root causes of various issues.
• Optimized productivity by closely monitoring employee performance and ensuring the completion of training processes.
• Provided top product quality control and inspection, eliminating downtime to maximize revenue.
• Recorded findings of the inspection process, collaborating with a quality team to implement corrective actions.
• Worked closely with senior leadership to complete projects and solve complex issues on strict schedules and budgets.
Alorica
Aug 2014 – Aug 2015
Clark, Philippines
Customer Service Representative
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Leveraged sales expertise to promote products and capitalized on upsell opportunities.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.