Ferlyn De Castro

FERLYN S. DE CASTRO Address: Phirst Park Homes, Tanza, Cavite 4108 Phone (WhatsApp): - Email:- OBJECTIVE To enhance my skills, knowledge, experience, and to enable myself to be more efficient and accurate to all fields of work assigned to me. EXPERIENCE: Remi l Customer Support T2, Retention Specialist lll (November 2023 – March 2025) • Delivered exceptional customer service by addressing inquiries, resolving concerns, and providing tailored solutions to ensure customer satisfaction. • Successfully retained customers by identifying their needs, offering personalized resolutions, and maintaining a high level of empathy and professionalism. • Utilized CRM systems to document customer interactions, track issues, and follow up to confirm resolutions, ensuring a seamless customer experience. • Played a key role in saving at-risk customers by de-escalating conflicts, offering incentives, and rebuilding trust in the brand. • Consistently met and exceeded retention targets by proactively engaging with customers and addressing their concerns promptly. • Collaborated with cross-functional teams to improve processes and enhance the overall customer experience. • Maintained a strong focus on customer feedback, using insights to identify areas for improvement and drive customer loyalty. Forensis Group l Database Specialist [February 2019 – October 2023] • Payroll Processing • Data Cleaning and updating Workflows, Users, Client, and Expert details. • Exporting and Importing data • Expert in Database • Ensuring Data Integrity by merging duplicate Leads, Contacts, and Accounts using CRMs. - Other admin works as necessary • Following up with customers to ensure that their issues have been resolved satisfactorily and to gather feedback on their experience. • Documenting customer interactions, inquiries, complaints, and resolutions in a CRM (Customer Relationship Management) system for future reference. • Processing invoice, receipts, tax and payroll management Yalwa | Explicit Content Moderator [October 2019 – October 2022] • Monitored and reviewed user-generated content to ensure compliance with platform guidelines, policies, and legal regulations. • Identified and removed explicit, inappropriate, or harmful content to maintain a safe and professional online environment. • Conducted thorough evaluations of flagged content and escalated violations to appropriate teams for further action. • Maintained detailed records of moderation activities and contributed to the development of improved moderation processes. • Ensured a positive user experience by upholding community standards and protecting the platform's integrity. Rocket Station l Virtutal Assistant (February 2017 - October 2019 ● Appointment Setter o Cold Calling o Gauge motivation of potential sellers o Endorse Hot Leads to clients Experience with the following Real Estate skills: • CRM Systems: Zendesk, Salesforce, Pipe drive, Zoho, Trello, Asana, Confluence, etc. • Leads Sourcing (Real Estate Agent and For Sale by Owner) • Skip Tracing:Ability to generate leads through various channels such as online research, social media, and networking platforms to identify potential buyers, sellers, or renters. • Appointment Setting: Skill in scheduling property showings, client meetings, and other appointments, and coordinating with clients and other parties involved. • Seller Lead Management • Property Management: Experience in creating and managing property listings on multiple • Market Research: Ability to conduct market research on property prices, trends, and competition in specific geographic areas to provide valuable insights to real estate professionals. • Administrative Support: Providing general administrative support such as data entry, document preparation, email management, and calendar management to help real estate professionals stay organized and focused. Social Media Specialist/Subject Matter Expert | Ekonflux Solutions Inc. (Lazada Singapore)[May 2015- May 2019] • Provided exceptional customer support by addressing product-related inquiries, resolving concerns, and resolving issues promptly and effectively. • Developed training materials and resources to enhance the efficiency and effectiveness of customer support teams. • Ensured customer satisfaction by delivering timely and accurate solutions to inquiries and concerns. • Contributed to team development by equipping representatives with tools and knowledge to improve customer interactions. Tax and Payroll Specialist |ADP Philippines Inc. [February 2009- March 2015] • Oversaw end-to-end payroll processing, including accurate calculation of wages, salaries, bonuses, and deductions. • Verified timesheets, calculated overtime, and ensured compliance with company policies and legal regulations. • Maintained payroll accuracy by reconciling discrepancies and adhering to strict deadlines. • Ensured all payroll transactions met regulatory requirements and company standards. Content Moderator/List Practices | Sutherland Global Services [October 2006 - January 2008] • Monitored and reviewed user-generated content to ensure compliance with platform guidelines, policies, and legal regulations. • Identified and escalated inappropriate or non-compliant content to maintain a safe and trustworthy user environment. • Conducted thorough evaluations of content to uphold community standards and protect the platform's integrity. • Collaborated with internal teams to address violations and implement corrective actions as needed. • Maintained detailed records of moderation activities and provided reports to support compliance efforts. EDUCATION College/Vocational [2001 -2005] University of the Philippines Los Baños AB Mass communications, Major in Broadcasting Secondary level [1997 - 2001] La Concordia College Sta. Mesa SKILLS ● Real Estate principles ● REO Principles and Practices ● Proficient in computer Software Systems. ● Basic troubleshooting(computers/networking/internet) ● Phone and Email Handling ● Capable of working under time pressure ● Strong credibility, reliability, and flexibility as a leader ● Open-minded, approachable, and considerate ● Creating and keeping deadlines. ● Goal setting and meeting goals on time ● Intermediate-level on written and spoken English ● Social Media Management TECHNICAL SKILLS • Basic troubleshooting(computers/networking/internet) • Intermediate-level on common Microsoft Programs (Word, Excel, Power Point, etc.) • Beginner-level on multimedia software (Paint.Net, Adobe Photoshop, Windows Movie Maker, etc.) • Google Workspace: Competence in Google Docs, Sheets, Slides, and Calendar • Email Clients: Efficient use of Gmail, Outlook, and other email clients. Social Media Management Tools TOOLS MS Word Spreadsheets Office Suites (GSuite Outlook) Communication and Collaboration Tools Accounting Software 1 Poor 2 Good ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ 3 Fair ☐ ☐ ☐ x 4 Very Good 5 Advanced x x ☐ ☐ x x ☐ ☐ ☐ ☐