Froilan Lactuan

Froilan Lactuan eCommerce Virtual Assistant I’m goal-oriented and career driven with four years of technical support and customer care experience. I have passion in resolving customer issues while building a strong relationship with them. Allow me to assist you with the following: 𝘾𝙐𝙎𝙏𝙊𝙈𝙀𝙍 𝙎𝙀𝙍𝙑𝙄𝘾𝙀: 𝙀𝙢𝙖𝙞𝙡 & 𝘾𝙝𝙖𝙩 𝙨𝙪𝙥𝙥𝙤𝙧𝙩 I excel in serving as your committed support specialist, adept at managing email and live chat interactions to efficiently address and resolve queries in a timely manner. My primary goal is to elevate the customer experience and contentment, guaranteeing that your company not just meets but surpasses customer needs. My Contact Professional Experience-- Zone Aries-2, Suarez, Iligan City Hard Skill Video Submission SEO Order Fulfillment Customer Support Price Monitoring Web Research E-Commerce Copywriting Internal Operations Promotion Management Inventory Management Product Listing Soft Skill Observation Decision making Communication Multi-tasking Quick learner Team Player Education Background MSU - Iligan Instute Technology Dip. in Electrical Engineering Technology Undergraduate 2002 - 2004 TESDA - Regional Training Center 10 Certificate in Building Wiring Installation Completed in 2010 Iligan Computer Institute Web Application Develpment Completed in 2012 DLS Inc.(Goosby.com) | Email and Chat Support - Part-time October 2023 - January 2024 Key responsibilities: Handling Freshdesk tickets and handling customer Livechat. MNM Marketing OG (outdoorheld.at) | Email Support (Part-time) July 3, 2023 - July 21, 2023 Key responsibilities: Handling Helpscout tickets and Klarna disputes Curated | Fulfillment and Support Agent Nov 2019 - Dec 2022 Key responsibilities: Remote Fulfillment Specialist and Customer Support for ECommerce Stores. Calling Cycling shops for orders. Processed a monthly average of 600 customer orders while ensuring customer satisfaction. Responded to customer inquiries, directed questions to appropriate departments, and followed up with customers providing crucial updates. Monitored and maintained inventory accuracy and availability for cycling accessories and apparel. Provided guidance concerning cycling orders, returns, and exchanges to customers. Streamlined internal processes to increase overall efficiency of order fulfillment and support. Handling emails/ Freshdesk, Zendesk, and Gorgias tickets. Resolve disputes (PayPal, Stripe, Klarna) QuiltersDeal.com | Shopify Store Manager May 2020 - Aug 2022 Key responsibilities: Order fulfillment and Customer service Handling PayPal disputes. Answering emails and handling tickets. BoutiqueChic.com | Management of ShopifyStore Sep 2019 - Feb 2021 Key responsibilities: Created and maintained product listings on the Shopify store Monitored customer communications on various social media channels. Processed customer inquiries and orders in a timely manner. Tools Used Shopify Zendesk Gorgias Reamaze Freshdesk Recharge Shipbob Shipstation Google Mail Google Sheet Slack VPN DeepL Internet Speed Typing Speed Bannerman LLC | E-Commerce Drop Shipping & Fulfillment Support Agent Jan 2017 - Mar 2019 Key responsibilities: All orders are fulfilled within 24 hours of customer order. Frequent synching of orders and tracking details. Checking up on orders with issues, delays, or missing info Contacting Aliexpress vendor in such cases to expedite replacement items or check on the status. Handling emails and disputes on PayPal. Nature's Homes, LLC | Personal Assistant - Real Estate, Buildium, Craigslist Feb 2017 - Feb 2018 Key responsibilities: Following up with non-payers in Buildium Entering in properties in Buildium Recording transactions into Buildium Entering in properties in Landwatch Listing properties for sale on Craigslist Uploading properties for sale on Ebay Uploading properties for sale on Facebook Uploading properties in Realflow Listing properties in Zillow Fast Forward Marketing | Video SEO - Video Submission Computer specifications Sep 2013 - Sep 2016 Key responsibilities: Optimize Videos to High PR Video SubmissionSitesSubmitted videos to relevant video search engines on a regular basis Ensured perfect metadata using keywords for the video SEO Provided video optimization services for clients Optimized video content for specific keywords and phrases Developed and implemented new Video SEO strategies to attract more viewers