Jhoana Carla De Toro

Jhoana Carla de Toro -- Profile Goal-driven individual and team player with more than 15 years combined experience in the areas of content writing and editing, customer service, and operations management. . Skills Content Editing and Writing Editing and writing a variety of online content Operations Management Management of human and non-human resources (including staff deployment and system planning) Customer service Provision of impeccable service to customers before, during, and after sales Experience Freelance Writer, Proofreader, Researcher (Remote) April 2024 – Present Research and write keyword-rich articles about various subjects such as immigration laws, food and wine, aesthetics, wellness, lifestyle, travel, pop culture, and pets Predicto Content Editor (Remote) May 2023 – April 2024 Edited content to ensure adherence to policy, correct grammar, accuracy, and originality before publishing on various WordPress sites Checked images for relevance to text, visual appeal, and adherence to policy Freelance November 2020 – April 2023 Writer, Proofreader, Researcher (Remote) Research and write keyword-rich articles about various subjects such as immigration laws, food and wine, aesthetics, wellness, lifestyle, travel, pop culture, and pets Jhoana Carla de Toro - - NOVU Fasthetics Pte Ltd July 2019 – October 2020 Assistant Sales and Operations Manager (Singapore) Supervised application and renewal of aesthetic clinic licenses from the Ministry of Health Assisted in driving and supporting quality improvement and other ad hoc projects initiated by the department Ensured efficiency in the clinics with the timely dissemination of information through SOPs Ensured compliance with SOP at all times Improved customer satisfaction and reduced customer discontent by providing solutions, implementing service recovery steps and personally attending to escalated customer issues Oversaw day-to-day operational activities in all clinics Collated feedback and implemented solutions to various operational issues Audited clinics and ensured that clinic premises and procedures are up to standards Analyzed and delivered monthly sales reports to Management for discussion and improvement Built partnerships and alliances with other organizations Supervised preventive maintenance of equipment and machines Supported worker communication with the management team Aesthetic Medical Holdings March 2017 – January 2019 Assistant Operations Manager (Singapore) Supervised application and renewal of aesthetic clinic licenses from the Ministry of Health Assisted in driving and supporting quality improvement and other ad hoc projects initiated by the department Ensured efficiency in the clinics with the timely dissemination of information through SOPs Ensured compliance with SOP at all times Improved customer satisfaction and reduced customer discontent by providing solutions, implementing service recovery steps and personally attending to escalated customer issues Oversaw day-to-day operational activities in all clinics Collated feedback and implemented solutions to various operational issues Audited clinics and ensured that clinic premises and procedures are up to standards Analysed and delivered monthly sales reports to Management for discussion and improvement Built partnerships and alliances with other organizations Supervised preventive maintenance of equipment and machines Supported worker communication with the management team ClearSK Centre Pte Ltd Jhoana Carla de Toro - 2014 – 2017- Operations and Customer Service Manager (Singapore) Planned deployment of manpower and machines to all branches Supervised application and renewal of aesthetic clinic licensees from the Ministry of Health Handled leasing matters for all clinic branches Supervised inventory, distribution of goods, and facility layout Reviewed and implemented company strategic plans and protocols to improve quality of service, efficiency and productivity Increased booking by ensuring efficiency of call centre systems and personnel Built partnerships and alliances with other organizations Supervised preventive maintenance of equipment and machines Supported worker communication with the management team Ensured orderly storage of various company assets Collated feedback from customers for analysis, quality assurance and implementation of solutions Graphical Application Customer Service Executive (Singapore) - Processed and generated customer invoices and delivery orders through UBS system for both local and international customers Ensured customers’ orders are delivered on time through local and international forwarders and couriers Prepared monthly sales reports for Singapore, Kuala Lumpur and Jakarta branches Performed monthly stock checks to ensure stock accuracy Freelance Content Writer (Philippines) 2010 – 2012 Wrote keyword-rich articles for SEO purposes to promote various products and services Published articles on various Web 2.0 directories such and platforms such as WordPress Scheduled publication of articles and blog entries Convergys Technical Support/Customer Service (Philippines) 2007 – 2010 Provided first level technical support for DSL connectivity and ISP services including modem and email configuration and diagnostics, computer software and hardware support in relation with Internet connectivity Escalated unsolved cases to relevant support teams (Level 2&3 support teams) Jhoana Carla de Toro - - Assisted customers with connecting other devices to their computers like PS3, wireless adapter and other peripherals Assisted customers with billing and customer service issues Education Holy Cross of Davao College Diploma in Professional Education Holy Cross of Davao College Bachelor of Science in Psychology 2006 – 2007 2000 – 2004 Trainings, Licenses and Certifications Certificate in Technical Writing Jhoana Carla de Toro November 2022 - -