MA. PRINCESS AQUINO

Pampanga, Philippines adi8nh@r.postjobfree.com +639*********

Digital Marketing Project Manager

Highly organized and self-motivated manager with 8+ years increasing work experience in project management, customer service, business administration, and workforce management in a wide range environment. Results driven individual with strong analytical skills capable in creating reports, presenting data or analysis and recommending strategic action plans to management. Flexible individual with excellent communication and interpersonal skills able to provide excellent customer service with customers and stakeholders. A professional equipped with excellent work ethic, has high attention to details, strong sense of responsibility, can work under pressure, and has a commendable track record of dependability and integrity.

AREAS OF EXPERTISE

Reports and Analysis

Event Distribution System

Contact Centre Application

Exceptional Customer Service

Human Resources Management

Leading and Managing

Performance Management

Client Relations Management

Industrial & Office Management

Coaching, Mentoring and Training

Website Development

Paid Search and Social

CRM and E-mail Marketing

Social Media Management

Search Engine Optimization

SKILLS & KNOWLEDGE

Microsoft Office: MS Word, MS Excel, MS PowerPoint Presentation, Knowledgeable in WFM Processes, IEX Workforce Management Tool, IEX NICE Webstation, Basic Six Sigma, Basic HTML, Digital Marketing, Project Management Tools: Trello, Asana, Basecamp and Teamwork, Web Design Tools: Wordpress and Squarespace, Search Engine Optimization: On-page and Off-page Optimization- SEMRush and Ahrefs, Social Media Management, CRM Systems: Basic Salesforce and Zoho CRM, Basic Shopify, Design Tools: Basic Photoshop and Canva, Google Drive, Google Sheets, Google Docs and Slides, and MailChimp.

EDUCATION

BAM - Major in Industrial Management Technological University of the Philippines March 2010

BT - Major in Computer Engineering Technology Technological University of the Philippines March 2008

Diploma in Human Resources Alison (Online Course) Cert #: 167*-******** January 2020

Diploma in Project Management in Practice Alison (Online Course) Cert #: 192*-******** January 2020

SEO In-Depth Course Filipino Virtual Assistance Agency March 2020

PROFESSIONAL EXPERIENCE

Digital Marketing Project Manager May 2019-present

Manage the client’s business operations to ensure the smooth running and delivering of projects within deadline.

Work with the CEO in developing and implementing consistent and effective strategic plans and process improvement.

Manage projects and marketing campaigns to increase client’s online presence on different online and social media channels.

Collaborate and follow up with the members to facilitate fast progress and make sure each project is updated.

Liaise with all clients, contractors and members to ensure proper communication and uphold best customer service.

Research topics, planned calendars, write content and conduct quality audits on websites and social media posts.

Search top keywords, upload images and update website content for on page and off page search engine optimization.

Handle confidential business information, update and maintain client’s records, and manage company invoices.

Perform administrative tasks such as answering calls, handling business correspondence and email communications.

Create reports and analysis to communicate data in meaningful ways in tracking company and staff performances.

Workforce Administration Supervisor, Conduent One E-com MOA Pasay, Ph June 2015-January 2019

Managed resource planning and reporting and supervised a team of analysts who are responsible for capacity planning, requirement forecasting, creating staff and training schedules, and managing real time adherence.

Conducted research, created long term capacity planning, forecasted volume, analyzed and calculated staff leaves, and designed schedule optimization plans to ensure efficient planning and achieve business requirements.

Acted as the initial point of contact of the leadership department to ensure proper dissemination of information, immediately address issues and presented reports analysis and/or statistical information during their meetings.

Collaborated with Operations and Senior Management to improve processes, recommended strategic action plans to help them make sound decisions on how to work out business opportunities, improve productivity and minimize cost.

Developed and managed the implementation of new processes to achieve the key performance indicator metrics.

Coordinated with the service excellence team to standardize and implement WFM applications across all sites for quality management, efficient reporting, accurate monitoring and make immediate and long-term cost savings.

Conducted evaluation to assess each member’s performance, provided coaching or training, guided analysts to make sure optimum performance is delivered and discussed performance metrics to develop their skills and knowledge.

Attended and took minutes of the department meetings and informed all members about the topics discussed.

Conducted interviews with the applicants and internal openings or promotions within the supported department.

Performed administrative tasks such as handling telephone and email business correspondence, preparing or updating process documentation and maintaining department records, and processed any special requests.

Senior Customer Service Representative, De Janeiro BPO Quezon City, Ph July 2012-September 2014

Acted as assistant supervisor and point of contact for customers, handled escalated calls and emails, provided coaching and training to team members and helped the management in managing the account’s daily operations.

Supervised the team who is handling inquiries and complaints reported by the clients via phone and email.

Provided excellent customer service to customers and conducted follow ups to ensure issues are resolved.

Created, monitored and analyzed KPI reports and team performance of the Operations and Customer Service Team to ensure metrics and goal targets are achieved then presented the data to the management team.

Resolved complaints professionally by helping clients and ensured that they are satisfied with the resolution.

Helped in training new hires to enhance the skills needed, mentored them when they signed off in the operations,

Listened and reviewed call recordings conducted Quality Assurance reports and provided coaching to advisors.

Conducted real time monitoring of the agent’s activities and processed agent’s schedule optimization.

Assisted and created daily, weekly, monthly, and ad-hoc reporting for the performance of the operations team.

Customer Service Representative, Teleperformance BPO Mandaluyong City, Ph June2010-September 2011

Accommodated and served customers by giving product and service information, provided excellent customer service, processed sales or orders, resolving product’s concerns, and promoted the company’s new product /services.

Maintained good relationships with the customers by providing excellent customer service and worked with the vendors and suppliers to ensure that all goals or targets are met based on the business requirement.

Attended telephone calls courteously and conducted troubleshooting steps to help customers to resolve the client’s products or services issues by clarifying customer complaints and ensured that we have provided proper resolution.

Processed client’s sales, updated customer’s account information, maintained their database by recording client’s financial or payment entries for each transaction made from their account, and promoted new products to them.

Consulted and recommended new products and services that meet the customers’ needs and provide positive sales and service experience to successfully contribute to the team and meet the company’s goals and objectives.

CERTIFICATES & TRAINING

Workforce Management Conduent September 2015

Developing Excellent Time Management Habits Conduent June 2018

Business Coaching - Building the Coaching Relationship Conduent June 2018

Business Coaching - Using Different Coaching Styles Conduent June 2018

Six Sigma Yellow Belt Prep Courses Conduent January 2019

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