日本と海外をつなぐクラウドソーシング

Freelance Virtual Professional

Freelance Virtual Professional

2017/11～

1. Marketing Virtual Assistant - Placing services and job ads on the websites. Uploading and scheduling posts to Facebook and Instagram. Assists with off-page SEO and creating backlinks. Other duties as required.

2. Customer Service Support - Manages email of eBay store and 6 Shopify stores using HelpScout. Coordinates shipping with warehouse and international team. Process returns and refunds. Deals with eBay cases and evaluates feedback.

3. eBay Products Researcher/Lister - Lists products from Aliexpress to eBay individually. Edits photos and product description as per client’s requirement.

4. Customer Success Associate - Manages email using Intercom. Process refunds and other customer details via Infusionsoft. Manages calendar. Edited a website stored in Amazon S3, managed social media accounts using Agorapulse, managed app users in Buildfire and edited transcripts via Temi.com. Other duties/tasks as required.

5. Shopify Store Assistant (Social Media Management and Ad Creation) - Managed Facebook business page and creates basic online ads. Other duties/tasks as required.

IBM Business Services, Phils.

Global Workflow Coordinator

2014/04～ 2017/05

• Successfully did workflow coordination and resource allocations.
• Kept the process documentation updated.
• Trained new members of the team.
• Did outreach coordination to promote our services.
• Assisted in the successful decommissioning of IBM Notes-based business application.
• Embraced challenges by doing stretch assignments to support other geographies.
• Facilitated checkpoint calls addressing high priority requests on a daily basis.
• Consistently made it in the top 3 performers of the global team on a monthly basis with no escalations; processed 750 requests on the average per quarter.

Bibo Global Opportunity, Inc.

Part time Online English Teacher

2016/09～ 2016/11

BIBO Global Opportunity is a leader in providing online tutorial services in Japan. We cater to people from non-native English speaking countries who wants to learn and improve their English language communication skills. I had students from neighbouring Asian countries such as Malaysia, Taiwan, China and Japan.

IBM Global Process Services

Content Management (Intellectual Capital) Specialist

2012/01～ 2014/03

• Provided comprehensive research/information tailoring to the proposal’s needs such as:
- IBM company information which includes: Company Profile, History and Ownership Structure, Supplier Diversity and Financial information, Workforce Structure, Client References and Insurance Certificates and Client Background Package among others
- Search and validate relevant client references
- Proposal/Template Search and Retrieval
- Provide responses to non-technical product or solution offering and capabilities questions

Barclays Capital Services Limited

IT Helpdesk Analyst (Tier 3)

2007/03～ 2011/02

Global Service Provisioning
- Monitors service requests, evaluate and coordinate to the implementing team.
- Implements service requests within the team’s capability such as software deployment, printer and CD-rom access, PC admin rights provisioning, Bloomberg and RightFax set up, laptop access revocation
- Provides basic troubleshooting of desktop PC
- Account password reset/unlock

Software Receiving Analyst for Software Asset Management function:
- Perform operational receipt of electronic software assets to facilitate operational inventory management which includes the recording of the license key and serial attributes in the license key repository.
- Records deployed license keys in the Sharepoint site
- Reports non-working license keys as necessary

Change Management function:
- Evaluates change requests and coordinates for approval
- Implements change requests relating to software update, deployment testing and go LIVE/decommissioning
- Updates .SMFN files, adding users for software testing, releasing software to go LIVE and decommissioning software
- Implements change requests by modifying existing routing rules or creating new routing rules in HP Service Center
- Keep change requester, change owner and all who are in the need-to-know list informed of the status of the change request.

Adhoc function:
- Creates process and training documentation
- Trains Tier 3 analysts regarding new tasks
- Participates in user acceptance testing (UAT) for service transition
- Assists in analysis of escalated issues as necessary
- Participate in disaster recovery and business continuity activities
- Acts as duty manager ensuring that service level agreements are met, requests are completed/processed accordingly while maintaining high level of quality and all escalations handled promptly.

NCO Group/RMH Teleservices Asia Pacific, Inc.

Level 2 Technical Support Representative

2005/04～ 2007/02

Handled transferred calls from level 1 TSRs regarding internet connectivity, software function and installation issues. Promoted to Level 2 TSR because of consistent high customer satisfaction score.

Convergys Philippines Services Corporation

Level 1 Technical Support Representative

2004/08～ 2005/02

Handled inbound calls from US users regarding internet connectivity and software installation issues. Attended continuous product training and customer service skills training.

Sykes Asia, Inc.

Customer Service Representative - Email and Chat Support

2004/02～ 2004/08

Assisted US users with their concerns and inquiries through email and online chat regarding the products and services offered.

Center for Pop Music Philippines, Inc.

Vocal Coach

2002/12～ 2004/02

Teach voice and stage performance lessons to students of different ages: from 3yrs old up to the more senior age. Conceptualize and directs recital-concerts. Attends continuous training and development regarding the latest techniques in singing, performing and carry out marketing activities as needed.