Jerica Vanzuela

JERICA VANZUELA I A M A J A C K O F A L L T R A D E S W I T H 1 6 Y E A R S E X P E R I E N C E I N C U S T O M E R S U P P O R T , S O C I A L M E D I A , A N D E C O M M E R C M A N A G E M E N T , W I T H E X T E N S I V E E X P E R I E N C E P R O V I D I N G F I R S T - C L A S S R E S U L T M E E T S J O B D E M A N D S A N D D E A D L I N E S T H R O U G H D I L I G W O R K E T H I C A N D D E D I C A T I O N T O Q U A L I T Y O F E S . E N T WORK EXPERIENCE CONTACT --Caloocan City , Metro Manila EDUCATION Bachelor of Arts Major in English Polytechnic University of the Philippines- EXPERTISE Social Media Management Shopify Management Shopify Customer Support Canva Design Freshdesk Support Chat /Email Support Email Management Team Management KPI Data Analysis and Management Behavioral Coaching Social Media Specialist Insignia Support April 2022 - April 2023 Create engaging gaming contents for all social media platforms ( Facebook, Instagram and Twitter). Research and Implement Social Media Strategies to boost brand awareness. Do Social Media Outreach to promote brand and to boost brand audience. Monitor, analyze current running ads and campaign data and submit report to Project Manager for improvement. Order Intake Specialist Agents Only April 2022 - October 2022 Take food delivery orders over the phone and make sure that all orders are correct before processing. Provide recommendation on new products and services that the customer maybe interested in. Shopify eCommerce Manager Upwork Sept 2021 - Sept 2022 Manage order and track order status. Troubleshoot order - related issues. Work closely with shipping and Fulfilment partners to ensure on time goods delivery. Answer customer inquiries through different communication channels. Process Returns and Refunds. Streamline processes aligned to stakeholders and business needs. Team Lead/Project Coach Teleperformance Afni Dec 2012 - May 2019 June 2019 - March 2022 Provides Coaching, Mentoring to improve individual Team Performance. Conducts Meetings, Trainings to enhance product knowledge. Streamline processes to improve the project. Create a Weekly and Monthly Performance Review to check individual KPI Progress. Technical Support Specialist Teletech Teleperformance May 2006 - March 2010 MApril 2010 - Nov 2012 Troubleshoot and provide long term solution for internet connectivity issues through different communication channels . Provide first level of support for customer Hardware and Software issues.. Follow up incident reports and update stakeholders with findings. Perform Back Office duties.