Account Manager Social Media Manager Virtual Assistant

Marie Nadine G. Magpantay

Contact information:

Phone: +63-976-*******

Email: ***************@*****.***

Objective: Pursuing an opportunity that will allow me to grow professionally while effectively utilizing my versatile skill set to help promote your corporate mission and exceed team goals. Work Experience

June 2016 - September 2017

Inspiro

Customer Service Specialist

Job Function:

Help customers with complaints and questions, provide information about products and services, take orders, and process returns.

Serve as an information resource for billing, programming, and technical troubleshooting questions, while promoting products and services to new and existing customers to help them get the most value and enjoyment from their DISH experience.

Was assigned as an SME (Assistant Team Lead) to support new hires during their nesting period.

Support: Handle escalations, provide representatives with feedback for redirection, and offer real-time intervention.

Lead: Monitor and identify the root cause of team or representative status issues that impact productivity.

Development: Provide real-time coaching, evaluate calls for redirection and reinforcement, and enhance reps' product knowledge and call-handling skills.

Oversee attendance records.

September 2017 - May 2018

Inspiro

Executive Assistant

Job Function:

Answer phone calls, schedule meetings, and support visitors.

Carry out administrative duties such as filing, typing, copying, binding, scanning, etc. Complete operational requirements by scheduling and assigning administrative projects and expediting work results.

Responsible for setting up appointments with suppliers, merchants, and coordinators for each company event.

Tasked with creating projects that benefit both the business and its employees, driving productivity across the enterprise.

May 2018 - January 2019

Citibank

KYC Officer

Job Function:

Assessing new account information using various resources to confirm account information and recognize the potential risk of new applicants

Monitoring and studying market trends, they observe customer behavior patterns within the business in which they are employed.

Creating regular reports about trends in the market and sales to help the business make effective decisions in areas of marketing, new product development, pricing, and product placement

Making accurate reports reflecting the risk analysis of new customers and compliance with internal and external policies and procedures relating to analysis procedures

Involved in reviewing new product proposals and analyzing risk and compliance issues relating to these products. As a KYC analyst, I am primarily involved in or knowledgeable about anti-money laundering (AML) processes and procedures. January 2019 - January 2021

Citibank

Billing Disputes Analyst

Job Function:

Investigate credit card merchant disputes over the phone.

Assist internal and external customers with dispute-related questions and inquiries.

Process chargebacks, if applicable, and validate charges after a reasonable investigation as a Billing Disputes Analyst for Credit Card Transactions.

Review, analyze, and prepare reports.

March 2021 – September 2023

JP Morgan Chase &Co.

Account Specialist II

Job Function:

Handle the sale or turn-in process of lease or pre-owned vehicles.

Convey pay-off information to customers or dealerships.

Ensure accuracy and send documentation for vehicle buyouts or trade-ins.

Analyze, track, and trend remarketing issues, providing detailed information to management to identify areas of improvement for operational efficiency and ways to maximize asset value.

Respond to customer and internal Salesforce requests in the Remarketing Response queue and handle escalated issues.

Assist customers in processing extensions for their lease contracts as necessary.

Process auto loan applications and assist in booking pending documents that require customer signatures.

February 2022 – March 2023

Clicktech

Chatter

Job Function:

Respond to messages, comments, and interactions from subscribers in a timely and personalized manner.

Maintain a positive, friendly, and engaging tone while chatting to create a personal connection with subscribers.

Keep conversations flowing and maintain subscriber interest by initiating discussions and responding to inquiries.

Tailor responses and messages based on the individual subscriber’s preferences, interests, and past interactions.

Offer personalized content suggestions based on subscriber interests (e.g., exclusive photos, videos, or special offers).

Encourage subscribers to stay engaged by offering customized experiences, such as one- on-one chats or special content for paying subscribers.

Foster strong relationships with subscribers by engaging in consistent, meaningful conversations.

May 2023 – December 2023

Sparks Management

Quality Analyst

Job Function:

Review chat logs and transcripts to assess the conversation between subscribers and chatters.

Evaluate chat conversations based on established criteria and ensure chatter’s adherence to company policies.

Identify and document any areas of improvement for chat agents, such as response time and language.

Offer constructive feedback to chat agents to help them improve their performance.

Provide real-time coaching during chats or after the interaction to guide agents in delivering high-quality service.

Work closely with team leads, managers, and other departments (e.g., customer support, and product teams) to address recurring quality issues.

Participate in team meetings to discuss challenges, share best practices, and recommend improvements to enhance chat quality.

December 2023 – March 2024

Sculpin Media

Chatter

Job Function:

Respond to messages, comments, and interactions from subscribers in a timely and personalized manner.

Maintain a positive, friendly, and engaging tone while chatting to create a personal connection with subscribers.

Keep conversations flowing and maintain subscriber interest by initiating discussions and responding to inquiries.

Tailor responses and messages based on the individual subscriber’s preferences, interests, and past interactions.

Offer personalized content suggestions based on subscriber interests (e.g., exclusive photos, videos, or special offers).

Encourage subscribers to stay engaged by offering customized experiences, such as one- on-one chats or special content for paying subscribers.

Foster strong relationships with subscribers by engaging in consistent, meaningful conversations.

May 2024 – May 2025

Chic Management

Chatter/Scheduler

Job Function:

Respond to messages, comments, and interactions from subscribers in a timely and personalized manner.

Maintain a positive, friendly, and engaging tone while chatting to create a personal connection with subscribers.

Keep conversations flowing and maintain subscriber interest by initiating discussions and responding to inquiries.

Tailor responses and messages based on the individual subscriber’s preferences, interests, and past interactions.

Schedule wall posts, mass pay-per-view content, and promotions for subscribers. March 2025 – Aug 2025

Xotics Agency

Account Manager

Key Responsibilities:

1. Client Relationship Management

Serve as the primary point of contact for assigned clients.

Develop and maintain strong, long-term relationships with clients.

Understand client goals, brand voice, and target audience to ensure effective content alignment.

Conduct regular check-ins and reporting calls to review performance, address concerns, and suggest improvements.

2. Social Media Content Oversight

Collaborate with internal teams (e.g., content creators, designers, strategists) to plan, schedule, and manage content calendars across social platforms (e.g., Instagram, Facebook, LinkedIn, TikTok, X, etc.).

Review, edit, and approve social media content before client delivery.

Monitor and analyze performance metrics, ensuring content aligns with KPIs and campaign goals.

Ensure timely delivery and publishing of all social media content in coordination with the client’s schedule.

3. Client Onboarding

Lead the end-to-end onboarding process for new clients, ensuring a seamless and professional experience.

Gather necessary brand assets, access credentials, and strategic inputs through onboarding forms and discovery calls.

Educate clients on workflow processes, communication channels, and expectations.

Set up internal systems and ensure all stakeholders are aligned on deliverables and timelines.

4. Project Coordination & Communication

Coordinate with cross-functional teams to ensure content and campaigns are delivered on time and on brand.

Maintain detailed records of client communications, feedback, and project updates.

Troubleshoot and resolve client concerns or issues quickly and efficiently. 5. Strategy & Performance Insights

Provide strategic input and recommendations to improve content performance and client engagement.

Prepare and deliver performance reports and insights to clients on a monthly or quarterly basis.

Stay informed about trends in social media, digital marketing, and client industries to bring forward innovative ideas.

Contact this candidate