Joelito I Arellano

JOELITO I. ARELLANO Published Author | Book Production Specialist | Publishing Assistant-| (- | linkedin.com/in/dingospike | Cebu City, Philippines SKILLS • • • Customer Service Excellent Communication Skills Google Workspace • • • Asana, HubSpot and Slack Salesforce CRM Software Kindle Direct Publishing WORK HISTORY Publishing Assistant | Selfpublshing.com, Austin, Texas, USA Apr 2023 – Nov 2024 | 1 yr. 7 mos. • Conducted welcome calls and provide personalized, ongoing support to ensure a positive author experience throughout the book production process. • Oversee the entire manuscript production process, ensuring timely completion of all production and marketing deliverables from submission to publication. • Enhanced CRM systems and workflows while collaborating with teams on support tickets, initiatives, product launches and marketing. Publishing Associate | Author Solutions Philippines, Cebu City, Philippines Jun 2013 – Apr 2023 | 9 yrs. 6 mos. • Provided initial assessments of the author's publishing materials and assists in rectifying contents that don't adhere to the company's workability, acceptability, and editorial standards. • Worked closely with highly skilled content evaluators, editors, illustrators, and book designers, ensuring that services, including content evaluation, editing, data entry, illustrations, and corrections, are fulfilled efficiently before a book is published. • Handled over 300 aspiring authors in several publishing imprints from the USA and other countries. Acts as the author's primary point of contact in solving authors’ publishing concerns and help them succeed in their literary journey with the company. Quality Analyst | ePerformax Contact Centers & BPO., Cebu City, Philippines Jul 2008 - Jan 2010 | 1 yr. 7 mos. • Performed remote and side-by-side call monitoring and provides performance feedback to customer-facing associates. • Used quality monitoring data management system to compile and track performance at team and individual levels and prepares and analyzes internal and external quality reports for management staff review. • Participated in customer and client listening programs to identify customer needs and expectations and facilitates call calibration sessions with trainees and tenured customer-facing associates. Technical Support Representative | Sykes Asia Inc., Cebu City, Philippines Jun 2004 - Jan 2007 | 2 yrs. 8 mos. • Provided technical support for end-users by troubleshooting internet and email connectivity issues and running line tests to diagnose modem/router problems for devices such 2Wire, Netopia, and Linksys. • Assisted AT&T Business Customers and Consumer Self-Install users with technical concerns, ensuring smooth installations and resolving connectivity problems related to 2Wire Home Networking, Smart Motive software, and True Switch. • Demonstrated expertise in diagnosing network performance issues, delivering exceptional customer service, and guiding users to optimize their systems for seamless internet and email usage. EDUCATION Bachelor of Science in Commerce –Management University of Southern Philippines Foundation March 2001