Maria Consuelo B. Soriano

Maria Consuelo B. Soriano | Virtual Professional-| - | Skype ID: mcsoriano88 https://www.linkedin.com/in/mcsoriano88/ eCOMMERCE SUPPORT | PROJECT COORDINATION/MANAGEMENT | WORKFLOW COORDINATION 2.5 years virtual support professional Project management/workflow coordination Social media marketing and management Email management and customer support Online store (i.e. Shopify, ebay) management activities such as: - responding to customer emails - process order changes - approve and process refunds - send, locate and track packages - checking order status - coordinate exchanges/returns - resolving ebay cases and negative feedback - product listing in ebay - writing SEO-friendly product descriptions Off-page SEO tasks such as backlink creation Document creation and management Invoice management via Xero General virtual assistant tasks TOOLS Email management/Customer messaging platform – ReplyManager, Reamaze, HelpScout, FuseDesk, Intercom, InfusionSoft, Freshdesk Team Communication – Skype, Slack, Zoom, Loom Project Management/Task Management – Trello, Asana, Wunderlist, Monday.com Social Media – Facebook, Instagram, Twitter, Buffer, Agorapulse, Online store management – eBay, eBay Resolution Center, Shipstation, Orderdesk, Aliexpress, Shopify Document management – Dropbox, Amazon S3, Airtable G Suite – Gmail, Calendar, Docs, Sheets, Slides, Drive, Hangouts Application User Management – Buildfire, Attendify Other tools - SurveyMonkey, Clickfunnels, Zapier, Canva, Xero accounting tool, Dropbox, Evernote, Buildfire, Calendly and Teamviewer Transcript editing – Temi.com, Rev.com WORK HISTORY AS A VIRTUAL PROFESSIONAL 1. Customer Service and Marketing Support | Marketing Influencer - USA September 21, 2018 – Present - Manages inbound and outbound emails. Assists in marketing campaigns such as in social media. Create weekly and monthly reports. 2. Project Manager | Social Media Agency - Australia October 2018 - March 2020 - Coordinate project activities between team members. Manage emails. Keep clients informed and happy. Review social media posts and monthly reports. Send invoices and do monthly business analysis. Strategize with the creative director as needed. 3. Temp VA | Online clothing brand - London, UK January - April 2019 - Manage customer emails. Assess suit measurements. Place orders in Aliexpress. Issue refunds, coordinate returns, check order status and track packages. Perform other tasks as needed. 4. Marketing Virtual Assistant | Cleaning services company – London, UK August 08, 2018 – March 2020 - Place services and job ads on the websites. Create and schedule posts to Facebook and Instagram. Assist with off-page SEO and create backlinks. Other duties as required.  5. Customer Service Support | ebay store - Australia November 26, 2017 – October 2018 - Manage emails of eBay store and 6 Shopify stores using HelpScout. Coordinate shipping with warehouse and international team. Process returns and refunds. Dealt with eBay cases and evaluate feedback. 6. Product Descriptions in Shopify (One-time Project) | Home decor store – New Zealand September 18 - 21, 2018 - Wrote SEO-friendly product descriptions that made the product shine and translate into sales. 7. Chat Log Topic research (One-time Project) | Shipping company in Europe December 2018 - February 2019 - Scrape and analyze chat logs based on questions posted for FAQ creation 8. eBay Products Researcher/Lister | An online store in Ireland July 30 – August 25, 2018 - Listed products from Aliexpress to eBay individually. Edits photos and product description as per client’s requirement. 9. Customer Success Associate | Health and wellness - USA February - August 2018 - Managed email using Intercom. Process refunds and other customer details via Infusionsoft. Manages calendar. Edited a website stored in Amazon S3, managed social media accounts using Agorapulse, managed app users in Buildfire and edited transcripts via Temi.com. Other duties/tasks as required. 10. Shopify Store Assistant (Social Media Management and Ad Creation) | Marketing store – USA November 10, 2017 – March 02, 2018 - Managed Facebook business page and creates basic online ads. Other duties/tasks as required. EMPLOYMENT HISTORY (OFFICE-BASED) Global Workflow Coordinator | IBM Business Services, Phils. Philippines | April 01, 2014 to May 11, 2017 Workflow coordination and resource allocations. Process documentation. Training of new members of the team. Outreach activities to promote our services. Successful decommissioning of IBM Notes-based business application. Embraced challenges by doing stretch assignments to support other geographies. Facilitated checkpoint calls addressing high priority requests on a daily basis. Consistently made it in the top 3 performers of the global team on a monthly basis with no escalations; processed 750 requests on the average per quarter. Content Management (Intellectual Capital) Specialist | IBM Global Process Services Philippines | January 28, 2012 to March 31, 2014 Provided comprehensive research/information tailoring to the proposal’s needs such as: IBM company information which includes: Company Profile, History and Ownership Structure, Supplier Diversity and Financial information, Workforce Structure, Client References and Insurance Certificates and Client Background Package among others Search and validate relevant client references Proposal/Template Search and Retrieval Provide responses to non-technical product or solution offering and capabilities questions IT Helpdesk Analyst (Tier 3) | Barclays Capital Services Limited Singapore | March 05, 2007 to February 13, 2011 Global Service Provisioning Monitors service requests, evaluate and coordinate to the implementing team. Implements service requests within the team’s capability such as software deployment, printer and CD-rom access, PC admin rights provisioning, Bloomberg and RightFax set up, laptop access revocation Provides basic troubleshooting of desktop PC Account password reset/unlock Software Receiving Analyst for Software Asset Management function: Perform operational receipt of electronic software assets to facilitate operational inventory management which includes the recording of the license key and serial attributes in the license key repository. Records deployed license keys in the Sharepoint site Reports non-working license keys as necessary Change Management function: Evaluates change requests and coordinates for approval Implements change requests relating to software update, deployment testing and go LIVE/decommissioning Updates .SMFN files, adding users for software testing, releasing software to go LIVE and decommissioning software Implements change requests by modifying existing routing rules or creating new routing rules in HP Service Center Keep change requester, change owner and all who are in the need-to-know list informed of the status of the change request. Adhoc function: Creates process and training documentation Trains Tier 3 analysts regarding new tasks Participates in user acceptance testing (UAT) for service transition Assists in analysis of escalated issues as necessary Participate in disaster recovery and business continuity activities Acts as duty manager ensuring that service level agreements are met, requests are completed/processed accordingly while maintaining high level of quality and all escalations handled promptly. Level 2 Technical Support Representative | NCO Group/RMH Teleservices Asia Pacific, Inc. Philippines | April 11, 2005 to February 12, 2007 Handled transferred calls from level 1 TSRs regarding internet connectivity, software function and installation issues. Promoted to Level 2 TSR because of consistent high customer satisfaction score. Level 1 Technical Support Representative | Convergys Philippines Services Corporation Philippines | August 30, 2004 to February 26, 2005 Handled inbound calls from US users regarding internet connectivity and software installation issues. Attended continuous product training and customer service skills training. Customer Service Representative - Email and Chat Support | Sykes Asia, Inc. Philippines | February 16, 2004 to August 16, 2004 Assisted US users with their concerns and inquiries through email and online chat regarding the products and services offered. EDUCATION & CERTIFICATION ITIL v3 Foundation in Service Management Certified by EXIN (Examination Institute for Information Science), December 2010 New Horizons Computer Learning Centre, Singapore Bachelor of Science in Electronics and Communications Engineering Passed the ECE Licensure Examinations by Professional Regulation Commission of the Philippines, 2001 Bulacan State University, Philippines