Julie Pearl Colina

OVERVIEW Over 5 years’ experience working in the BPO industry and 3 years as a remote freelancer providing web and digital support for startups and SMBs (small and medium businesses). I specialize in e-commerce (WordPress, Shopify, Amazon) and business website support to create an effective online presence. To remain relevant in an ever-changing digital marketplace, I make sure that I stay abreast of changes in the online marketing environment, make necessary adjustments to strategies, and maintain consistency in branding through web and digital. PROFESSIONAL EXPERIENCE Lasting Impact E-commerce / Product Analyst Product research Product sourcing Competitor research Product naming and definition Product image edit Pricing analysis Purchase orders Inventory analysis Aphex Media SEO & WordPress Manager Basic data gathering and organizing Various SEO tasks such as keyword research and mapping WordPress website SEO (on-page technical SEO and external SEO) WordPress website support Graphics post processing for web Elizabeth Cotton E-commerce Support Product Research Product Listing Customer Support Order Fulfillment Photo Editor SMTags Shop Amazon Product Sourcer Source high potential products and new trends following the criteria set Reviewing submissions from sourcing team Social Reach Marketing SEO/Lead Generation Specialist Keyword research, mapping, and content plan Generate marketing qualified leads Maintain and update an accurate log of activity in the CRM system Analyzes, reviews, and implements changes to websites Improve page rank Optimized website for search engines Rawsoft/Foxmetrics Executive Assistant Responsibilities: Lead generation specialist (generate leads in digital businesses and analytics industry) Internet researcher Keyword research Improve page rank SEO analyst provides ongoing support of SEO initiatives including reporting, analysis, and optimization. Implement search engine marketing techniques, website layouts and advertising for search engine optimization Marketing automation (email marketing, list segmentation, lead scoring, lead management workflow) Micro Bikes UK E-Commerce Specialist Responsibilities: Edit/upload images Shopify product import Product listings Manage support tickets Order fulfillment Manage social media accounts, Facebook, Instagram, others Process dispatch Track-Art UK VA/Customer Support Responsibilities: Reply to support tickets through Zoho Desk Provide support to clients Shopify store Manage social media accounts, Facebook, Instagram, others Create custom design orders for customer Check dispatch status through Despatch Bay Identify and assess customers’ needs to achieve satisfaction Provide accurate, valid and complete information by using the right methods/tools Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment Ako Philippines Client Success Manager October 2014 – June 2018 Responsibilities: Manage contact lists and customer spreadsheets Manage website page, content and updates Set up client meetings Online and offline promotion of the business Communicate and coordinate with suppliers and customers Handle correspondence and transcribe documents Prepare, organize, and ship proposals and meeting materials Supervise billing and accounting Process customer inquiries via phone, chat, or email Write, edit and proofread articles and press releases Publish email newsletters Complete market and internet research Develop and maintain websites and blogs Build and support WordPress website Teletech Inc. Quality Assurance Specialist January 2015 - September 2017 Responsibilities: Manage one line of business under Anthem Health Care Insurance, covering 13 US states for two sites Jonesboro, Arkansas (member services) and Dumaguete, Philippines (provider services) making sure that correct information are provided and disclosed to callers Performs audit on all processes covered within the team Manage daily monitoring and performance review with operation project leaders, and supervisors Monitors and provides analysis on the quality of operational output on a weekly basis to the quality team. Reviews RCA submitted by operations and ensure closure Manage and provide daily client reports Listen and evaluate daily customer service agent calls Provide coaching, updates, and trainings to customer service agents Facilitate client business reviews, management meetings with the quality team Ensure good and quality customer service are being provided Keeps track of the agent’s quality performance Review data accuracy from clients to system Coordinate forecasting and capacity reviews with clients Teletech Inc. Customer Service Representative November 2013 – January 2015 Responsibilities: Customer service representative for Anthem under the Affordable Care Act (Obamacare). Answer calls from providers (doctors and hospitals offices in the US) and helping them with their patient’s insurance. Discuss patient’s insurance eligibility information Quote patient’s insurance benefits and coverage Quote patient’s claims status Provide answers and solutions to every caller concern. Tracks and resolves issues encountered. Teletech Inc. Technical Chat Support Specialist December 2011 - August 2013 Responsibilities: Technical chat support specialist for Charter (phone, cable, internet company). Solving customer’s cable and internet concerns through chat. Troubleshoot and restore customer’s cable and internet connection. Process billing payments. SPi Global Technical Support Representative October 2010 - December 2011 Responsibilities: Technical support representative for Smart (internet connection company). Answer calls to resolve customer’s internet service connection inquiries and technical issues Perform troubleshooting steps to restore customer internet connection Receive and process customer’s payments Provide steps to prevent internet connection issue EDUCATIONAL BACKGROUND Bachelor of Science in Industrial Engineering Foundation University, Philippines - 2011 OTHER INFORMATION Address: 487 Washington St., Brgy 2, Tanjay, Neg. Or., Philippines, 6204 Phone #: - Birthdate: November 11, 1987 Age: 30 years old Height: 5'5 Weight: 52kls Civil Status: Single Nationality: Filipino REFERECE: Aldin Lapinig AKO Philippines Co-founding Director -