Jose Aguirre

JOSE AGUIRRE Mobile:- Email address:-Skype ID: live:jsevenrockz SUMMARY OF SKILLS AND CAREER HIGHLIGHTS: I am a dedicated and results driven professional with 10 years of extensive experience in all aspects of operations across service lines and industries in a BPO set up and 3 years of work experience as a Rockstar VA and the next level Web Developer and Designer. Web Development – 3 years of website development and design experience using Shopify, WordPress, Squarespace. SEO & SMM – 3 years of hands-on experience in executing SEO marketing action plans including content writing and outreach campaigns/projects. Executed various social media initiatives aimed at driving sales and improving client relationships. Project Management and Research – Conceptualized, managed, and initiated several websites, mobile and web application development projects, including SaaS administration and configuration. Operational and Performance Management - 10 years of operational "Customer Support" experience in Care, Tech, Billing, Sales, and Fraud (Support mediums – Email, Chat and Phones). People and Talent Management – Experienced in managing teams within the 10-year tenure in Operations and implemented and oversaw a robust internal Leadership Enhancement and Development program with more than 90% success rate in promotions and career advancement. EMPLOYMENT HISTORY: SAVE THE OCEANS Full Stack Developer | Operations Manager | Graphic Designer | Digital Marketer USA Aug 2018 - Dec 2018 ● Create a Shopify Store and design according to the owner’s vision. ● Market research on what the new business needs to sell to establish a brand and create social awareness. ● Act as purchasing agent to build a relationship with the suppliers. ● Saved time and budget over 90% by building the service website in 2 weeks with all the necessary tools and apps. ● Improve the maintain efficiency by reconstructing official website with modern technologies and design whenever possible. ● Created a process on how to deal with suppliers and how to manage customer support where the owners can follow and delegate to their employees. ● Created graphic designs to be used for social media marketing. ● Started content writing for their blog articles. ● Created a Social Media Calendar so the owners would know when to post what and what the post should contain and look. ● Recommend product and process development based on customer feedback and analysis. After half year's operation, the revenue went up from 0 USD to 60,000 USD per month. PEAK EMPLOYEE BENEFITS Web Developer | Designer USA Aug 2018 - Oct 2018 ● Take brand ownership and provide the vision, mission, goals and strategies. ● Create a new website from Squarespace and added more appealing features to the theme. ● Conduct consumer and market research. ● Redesigned and added sections of the website to ensure a more attractive and userfriendly experience. ● Created custom HTML emails for clients/in-house newsletters and invitations for distribution to our databases. ● Lead creative development and create motivating stimulus to get targeted population to “take action”. ● Anticipate bottlenecks and Design a research-based brand strategy. ● Align the company around the brand’s direction, choices and tactics. UPBEAT GYM Web Developer | Designer USA Aug 2018 - Sep 2018 ● Analyze how the brand is positioned in the market and crystalize targeted consumers insights. ● Create a new website from Squarespace and added more appealing features to the theme. ● Redesigned and added sections of the website to ensure a more attractive and userfriendly experience. ● Created custom HTML emails for clients/in-house newsletters and invitations for distribution to our databases. ● Establish performance specifications, cost and price parameters, market applications and sales estimates. ● Identify problems uncovered by testing or customer feedback, and correct problems or refer problems to appropriate personnel for correction. BACHENDORF’S Web Developer | Designer USA Mar 2018 - Aug 2018 ● Migrate the current website from WordPress to Shopify. ● Design the Shopify store and highlight specific brands to drive more traffic and ● ● ● ● ● conversion. Redesigned and added sections of the website to ensure a more attractive and userfriendly experience. Created custom HTML emails for clients/in-house newsletters and invitations for distribution to our databases. Communicate our brand personality internally and align company around foundational ideas. Saved time and budget over 90% by building the E-commerce site in 4 weeks with all the necessary tools and apps. Coordinate the development of communication materials such as catalogues, websites, brochures, packaging and in-store displays. PASSION FOR PUPPIES Web Developer | Designer | Purchasing Manager | Growth and Brand Manager Philippines Mar 2018 - Aug 2018 ● Redesigned existing website to improve user experience and incorporated SEO techniques thereby increasing daily traffic by 30%. ● Solely responsible for creating and designing the blog section. ● Designed and developed functional social media planner and product sourcing tracker. ● Worked closely with owner and supplier to develop a strategy and plan website releases. ● Identify problems uncovered by testing or customer feedback, and correct problems or refer problems to appropriate personnel for correction. ● Moderated social media pages of the brand --- YouTube, Facebook, and Instagram. ● Created graphic designs, banners, product videos, and video teasers to be used in Facebook and Instagram. WE INSIGNIA Growth and Brand Manager USA Feb 2017 - Apr 2018 ● Conduct consumer and market research. ● Identify how our brand is currently positioned in the market. ● Develop and execute marketing campaigns aimed at communicating our brand message. ● Communicate our brand personality internally and align company around foundational ideas. ● Lead marketing team members through campaigns. ● Measure and report on success of marketing campaigns. ● Anticipate consumer trends and keep brand up to date. ● Recommends product and process development based on customer feedback and analysis of the same. SOFIA’S COLLECTIONS Growth and Brand Manager Philippines Jan 2017 - Apr 2018 ● Analyze how the brand is positioned in the market and crystalize targeted consumers ● ● ● ● ● ● ● ● ● ● ● insights. Take brand ownership and provide the vision, mission, goals and strategies to match. Translate brand strategies into brand plans, brand positioning and go-to-market strategies. Lead creative development and create motivating stimulus to get targeted population to “take action”. Establish performance specifications, cost and price parameters, market applications and sales estimates. Measure and report performance of all marketing campaigns and assess against goals (ROI and KPIs). Monitor market trends, research consumer markets and competitors’ activities to identify opportunities and key issues. Oversee marketing and advertising activities to ensure consistency with product line strategy. Monitor product distribution and consumer reactions. Anticipate bottlenecks and Design a research-based brand strategy. Brainstorm new and innovative growth strategies. Align the company around the brand’s direction, choices and tactics. BRAGG SHOES Growth and Brand Manager USA Apr 2017 - Apr 2018 ● Leading the strategic planning process for the assigned brands based on key consumer insights to enhance current portfolio and improve communication with consumers. ● Involvement in the development of the company’s long-term planning that identifies new business opportunities, markets and partners. ● Working closely with distribution partners and Marketing Research companies to obtain relevant information, including the development and implementation of brand audit studies and focus groups. ● Monitoring and analyzing business performance vis-à-vis business goals (awareness, share, consumer diagnostics, profitability, etc.) and the competition. ● Implementing the marketing plans by working with internal and external suppliers to deliver in a timely manner and on budget. ● Coordinating the development of communication materials such as catalogues, websites, brochures, packaging and in-store displays. ● Delivering internal and external presentations regarding new product introductions, marketing materials, business objective and communication strategy. ● Establishing performance specifications, cost and price parameters, and sales estimates. ALTEGRA HEALTH Chart Retrieval Specialist Philippines Feb 2018 - Mar 2018 ● Responsible for retrieving charts from different facilities. ● Monitoring and improving the team’s performance. ● Set-up appointment for chart retrieval or extraction. ● Follow-up missed appointments and reschedule a new one. ● Encode data into our CMS. SHOPIFY Squad Lead Philippines Oct 2017 - Apr 2018 ● Manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front-liners and Management. To offer creative solutions. ● Deliver team sales, service level components, quality and productivity targets & indicators. ● Perform People Management, including all HR related issues, as well as staff development. ● Do call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. ● Provide up-training on group and individual sessions for the teammates. ● Ensure that gurus are trained and coached on systems, procedures needed to achieve a high-quality service. ● Help in understanding, delivering quality & performance measures and ensure that these are implemented & measured. ● Motivate, lead a team of 10-15 FTEs and develop future leaders. ● Recommends product and process development based on customer feedback and analysis of the same. SHOPIFY Inclusion Ambassador Philippines May 2017 - Apr 2018 ● Creating an environment where diversity of thought is not only valued but leveraged to grow Shopify to that 100 year+ company. ● Recognize effects that exclusion has had on individuals, groups of people, and Shopify’s ability to optimize innovation, and seek to minimize these effects. ● Help make a creative organization’s work more relevant and accessible to all kinds of customers. SHOPIFY Incident Response (Escalations) Philippines Feb 2017 - Jan 2018 ● Prevents escalations from happening. ● Guide gurus who are having a difficult interaction that may lead to a manager call or an unpleasant merchant experience. ● If needed, be proactive in reaching out to merchants either via phone call or email relating to their previous negative experience with Shopify. SHOPIFY Mentor Philippines Feb 2017 - Jan 2018 ● Teach the mentees the techniques in handling their interactions well. ● Guide the mentees who are having a difficult interaction that may lead to a manager call or an unpleasant merchant experience. ● Ensure that new gurus are trained and coached on systems, procedures needed to achieve a high-quality service. ● Help in understanding, delivering quality & performance measures and ensure that these are implemented & measured. ● Audit and coach the mentees on their strengths and areas for improvement and make sure that they are prepared to take on different concerns. SHOPIFY Shopify Guru Philippines Sep 2016 - Jan 2018 ● Provide excellent support to merchants and partners. ● Give business advice and marketing tips to merchants seeking assistance in growing their business. ● Tweak or create customization on the theme of the E-Commerce store of the merchants. ● Responsible for receiving and addressing escalated concerns from internal and external customers. ● Monitoring and improving the team’s performance and assist in spreading updates. ● Mentor new frontline gurus to make them effective business advisers as well. WHS INC. Sales and Support Team Leader Philippines Mar 2016 - Sep 2016 ● Supervises, evaluates and coaches employees while delivering training, as well as provides corrective and/or positive performance feedback as applicable. Documents performance of CSRs in training and makes recommendations to graduate, terminate or require additional training. ● Monitors and analyzes ongoing performance trends in order to make training and development recommendations. Acts as primary ABAY support to Operations while class is in transition. ● Supervises, evaluates and coaches flex trainers during the certification process. Documents and makes recommendations regarding certification of flex trainers. ALTEGRA HEALTH Chart Retrieval Specialist Philippines Jan 2016 - Mar 2016 ● Responsible for retrieving charts from different facilities. ● Monitoring and improving the team’s performance. ● Set-up appointment for chart retrieval or extraction. ● Follow-up missed appointments and reschedule a new one. ● Encode data into our CMS. CONCENTRIX Finance Support (Google Wallet) Philippines Aug 2015 - Jan 2016 ● Responsible for assisting google wallet users in all their concerns. ● Responsible for receiving and addressing escalated concerns from internal and external customers. ● Monitoring and improving the team’s performance and assist in spreading updates. RIA FINANCIAL SERVICES Manila Operations Supervisor Philippines Jan 2015 - Jun 2015 ● Responsible for receiving and addressing escalated concerns from internal and external customers. ● Ensure that the staff are trained and coached on systems, procedures needed to achieve a high-quality service. ● Help in understanding, delivering quality & performance measures and ensure that these are implemented & measured. ● Monitoring and improving the team’s performance. ● Train new hires on the different processes. FREELANCER.COM Fraud Team Manager Philippines Jan 2013 - Jan 2015 ● Day to day management of the team consisting of circa 10 FTE and ensure that all KPI’s are met consistently. ● Support Operational Managers in the recruitment of multi-skilled agents. ● Ensure that the staff are trained and coached on systems, procedures needed to achieve a high-quality service. ● Help in understanding, delivering quality & performance measures and ensure that these are implemented & measured. WILLIAM HILL QA for Fraud and Risk Philippines Sep 2010 - Jan 2013 ● Maintain high standards of Quality Assurance and continuously push the limits of excellence in Risk Management interpret and implement quality assurance standards. ● Plan, conduct and monitor testing of materials and products to ensure finished product quality. ● Analyze data to identify areas for improvement in the quality system. TRANSCOM WORLDWIDE CS Team Leader - Sears Canada Philippines Sep 2008 - Sep 2009 ● Monitor, manage and maintain a high level of service and ensure performance standards are being achieved. ● Ensure that the staff are trained and coached on systems, procedures needed to achieve a high-quality service. ● Help in understanding, delivering quality & performance measures and ensure that these are implemented & measured. ● Ensure effective communication while maintaining a clear communication of process and procedures. EDUCATIONAL ATTAINMENT: ASIAN INSTITUTE OF COMPUTER STUDIES Taytay, Rizal Associate in Computer Science 2012 UNIVERSITY OF STO TOMAS España, Manila Bachelor of Science in Food Technology-