Glenard Santiago

GLENARD SANTIAGO About Me Administrative and clerical job for 9+ years experience in Non Voice and Data Entry task. Email and Chat Customer Service Representative Social Media Organic Growth & Engagement Experience in Holistic and Life Coaching with 1000 hours of Coaching time. EDUCATION HISTORY EMILIO AGUINALDO COLLEGE Bachelor of Science in Nursing and Midwifery 2008 Bachelor of Science in Medical Technology 2010 ( EXPERIENCE Get Whizz - CSR & Social Media Moderator Sept 2024 to May 2025 - Project Based Handle inbound support calls, address customer inquiries, and resolve issues efficiently. Conduct outbound calls for account renewals and collections, ensuring timely follow-ups and resolution. Social Media Support: Monitor and respond to customer queries, comments, and feedback on various social media platforms such as Facebook, Twitter, and Instagram. Monitor and respond to comments and chats across social media platforms. Boost engagement through strategic post interactions and ad optimization. Dance Yourself Fit - Freelance Email - Chat and Social Media Customer Service Representative 2023 - 2024 Email Support: Respond to customer inquiries and issues via email via Zendesk and Hubspot in a timely and professional manner. Live Chat Support: Provide real-time assistance to customers through live chat, via Facebook and Intagram ensuring quick and accurate responses. Social Media Support: Monitor and respond to customer queries, comments, and feedback on various social media platforms such as Facebook, Twitter, Instagram, and LinkedIn. Managing Data Entry using Bookeo and Clickup --Imus, Cavite COMPUTER SKILLS Zendesk Go High Level Asana Hubspot Searchie Clickup Bookeo Front App ERP System Multi Platform CSR - METROMART INC. - Email - Chat and Social Media Customer Service Representative 2020 - 2023 Responding to customer queries in a timely and accurate way, via email or chat Identifying customer needs and helping customers use specific features Communicates with other departments to answer customers’ inquiries, solve their problems and fulfill their needs Building lasting relationships with clients and other team members based on trust and reliability. Utilizing software, databases, scripts, and tools appropriately. Social Media Support: Monitor and respond to customer queries, comments, and feedback on various social media platforms such as Facebook, Twitter, Instagram, and LinkedIn. Social Sensei - Engagement Specialist - Social Media Engager / Assistant Manager 2022 - 2023 Access Clients personal Social Media accounts to engage with organic growth of follower. Deliberate social engagement planning, strategy, goal setting and implementation Development of brand awareness and online reputation Enhancing the authority of the company Turning followers into fans (Educate and Engage) Turning fans into customers (Convert) Turning customers into brand advocates and ambassadors. EXPERIENCE Senior Financial Analyst - FGTI - First Global Transit Inc. 2019 - 2020 Assisting with budgeting and monthly close processes. Understanding key business drivers. Assisting project teams with financial guidance. Developing financial projections and building financial models. Performing research and analysis as required. Ensuring compliance with financial guidelines, company policies, and relevant legal regulations. TaskUs -Yogi (Life Coach) - OneCore Coaching Training Completion - 1500+ Coaching Hours 2017 - 2018 Develops effective coaching plans and create an avenue to articulate their visions, goals, and ambitions. Deepens understanding of talents and strengths and how they can use them for improved productivity and work performance. Assists in determining and overcoming obstacles and hindrances to their goals. Partners in the creation and implementation of individual action plans. Supports in sustaining their motivation and managing stressful situations. Enables to relate with others with clarity and authenticity. Collects necessary documentation to keep track and evaluate the progress. Encourages to stay committed to the process of personal and professional development. Daily Coaching Scheduling Weekly event and production Task Us - Teammate/ Budget Prepay - PVT, Email and Chat support / PVT - Arrow PVT (2014 - 2015 / 2015 - 2017) Filter customers lifeline application Compiling all Proof Approvals/Denials Address concerns of clients (Escalations, Urgent updates, RTR Issues). Monitor Order queue Escalate any system issues/ downtime and database login error. Escalate ID's/Proof if whether it is an acceptable documents. Email and Chat support ( January 2015) Develop strong customer relationships and will be responsible to resolve queries of the customers through E-mail and chat within the assigned AHT and metrics Build customer relationships as part of the sales process Manage and take ownership of the resolution process for all customer related issues Maintain up to date knowledge and assimilates quickly to new promotional offers and programs. Task Us - Teammate/ Hotel Tonight Rate Shopper 2013 - 2014 Provide Cheapest and most affordable price for Hotel Daily Reservations Follow established protocols and procedures Carrying out qualitative and quantitative research of Hotel prices Infinit Outsourcing Inc. Order Assistant - Public Health Research Institute Cal. 2012 - 2013 Forwards information by receiving and distributing communications; collecting and mailing correspondence; copying information. Maintains equipment by completing preventive maintenance; troubleshooting failures; calling for repairs; monitoring equipment operation; monitoring and purchasing meter fund Sending regular physician daily orders Attaching Signed orders to patient Chart Via Homework Remote and Online system Drafts letters, memos, forms, reports, policies and procedures for review and approval Facilitates internal and external communications; responds in a timely manner to internal and external sources Via Microsoft Outlook Cole Asia Business Inc. Quality Analyst 2011 – 2012 Phone line Monitoring Allocate solutions and recommendations for basic concerns and troubleshooting Administered the company privacy policy regarding data and preventing it from hacking, tampering and alteration. Conduct performance evaluation of employees to identify and categorize staff member as target achievers and non- achievers. Guide non achiever on ways to improve work Monitor the daily functions of the call center and ensure smooth operation of all activities