Melanie Miano

MELANIE MIANO- ACOSTA Email:-Contact Number: - EDUCATIONAL BACKGROUND College University of the Philippines Open University Diliman Q.C. Diliman Quezon City Bachelor of Arts in Multimedia (Batch 2017) Won Best Screenplay - San Agustin Film Festival Won Best Film - San Agustin Film Festival University of the Philippines in the Visayas Cebu College (UPVCC) Gorordo Avenue Lahug Cebu City Bachelor of Science in Management -) Short Course Culinary Arts Technical Education of Schools and Development Authority 6 months High School Hagonoy National High School -Annex Padada Davao del Sur -) Graduated Valedictiorian Student Body President (SY-), Vice-President (SY-) ,Senator (SY-) School Paper Editor-in-chief Won 1st Place -( Population Development -Oratorical Contest ) Participated and won - Feature Writing (DSPC and RSPress Conference) Elementary Padada South Elementary School Padada, Davao del Sur -) Graduated Valedictiorian Seventh Day Aventist School Digos, Davao del Sur -) Consistent Honor Student Achievement Test Awardee INTERNAL WORK EXPERIENCE Freelance Experiences from 2017 -2023 Dalexa Limited Position: SEO Manager • • • • • • • • • • Keyword Research Data Gathering Relevancy Check Outreach Handles link placement Inbox management Sends emails to target leads Created SOPs and Templates Negotiation on payment terms, reciprocal links and etcetera GoogleSheets,Ahrefs, Hunter i.o, Mailshake, Scrapebox, Authority Hacker, Microsoft Excel and Word, Asana, Slack • Other Tasks: Social Media Accounts Creator Flagship SEO Position: Outreach Manager • • • • • Handles link placement, broken links and guest posts Inbox management Pitch topics articles for guest post Sends emails to target leads per specific niche Negotiation on payment terms, reciprocal links and etcetera DoFollow.io Position: Linkbuilder • Worked as a SEO link builder. Work focuses on generating data from google, relevancy checking • Used Ahrefs, GoogleSheets,Hunter i.o, URL Profiler, Authority Hacker, Neverbounce and Pitchbox • Haro Link Building • Email (Inbox) Management Dalexa Limited Position : SEO Link Builder/ Virtual Assistant/ Admin Assistant/Customer Service Representative • Worked as a SEO link builder. Work focuses on generating data from google, relevancy checking, outreach and inbox management (checks and responds to emails received from the recipients of the campaigns sent). Used Google Sheets, Ahrefs, Hunter I.O., Mailshake and, etcetera • Editing /Updating Wordpress using Thrive • Social Media Accounts Creation • Worked as a customer service expert. Assisted customer with shipping/delivery, order tracking, complaints, membership, refunds and general queries. Used systems like Stripe, Zendesk and Skype in fulfilling the tasks INTERNAL Monkeymunk/ Biking Expert Position : Virtual Assistant /SEO Link building • Assists client in SEO link building, relevancy checking, outreach and inbox management in Mailshake • Research Cloudwards Position: SEO Link Builder/Trainer • Worked as a SEO link builder. Work focuses on generating data from google, relevancy checking up to finding emails manually. Helped in training new SEO associates. Used Google Sheets, Ahrefs, Hunter I.O., Mailshake and, etcetera. Updating Standard Operating Procedures on SEO • Helped in the implementation of the automation of SEO template VPN Mash Position: SEO Link Builder • • • Worked as a SEO link builder . Work focuses on generating data from google, relevancy checking up to finding emails manually Data gathering Used Tools like Pitchbox, Ahrefs and, etcetera Best VPN Position: SEO Link Builder • • • Worked as a SEO link builder . Work focuses on generating data from google, relevancy checking up to finding emails manually Data gathering Used Tools like Pitchbox, Ahrefs and, etcetera Phoenix Media Publishing GB Position: SEO Link Builder • • • Worked as a SEO link builder . Work focuses on generating data from google, relevancy checking up to finding emails manually Data gathering Used Tools like Pitchbox, Ahrefs and, etcetera Non-Freelance Work Hongkong and Shanghai Banking Corporations, Philippines (Short-Term Assignment) June 2, 2016 – December 2, 2016 HSBC Centre, 3058 Fifth Avenue West, Bonifacio Global CityTaguig City, 1634 INTERNAL Position:Vendor Manager, Accounts Opening • Handles offsite and onsite teams that deal with Data Capturing and Scanning • Coordinates closely with the Contact Center and other departments of HSBC like KYC, CDD, Sales, Marketing, Accounting and Banking Operations in relation to all bank related documents. • Coordinates with the Marketing department and third party vendors for HSBC’s Instant Rewards Program • Implemented new requests form for efficiency in handling data capture and scanning requests. Additional Tasks • Coordinates to third party vendors in relation to cards production and delivery. • Developed new tools in excel for faster account opening transactions leading to saves in operational lead time. • Created Operational Manuals as a requirement of Bangko Sentral ng Pilipinas. HSBC-HDPP (January 10, 2010 – June 1, 2016) (December 2, 2016 ) HSBC Bldg 4th Flr UP Ayala Techno Hub, Commonwealth Ave, Quezon City Position: Subject Matter Expert (SME) - M&S Bank Mastercard -UK Account • Trains local counterparts on new bank policies and processes • Coordinates to UK headquarters for reports and day to day tasks and plans • Responsible for relationship building and account management while resolving customer inquiries in a professional manner. • Analyzing specific details and investigating Fraud/Dispute scenarios in different customer folders. • Takes ownership and initiative to complete necessary research and customer follow- up or direct the customer to the appropriate department for resolution. • Working under different parameters including multiple time zones, 24 hrs flexi-shifts, different systems, practices and processes and a uniqueness of work culture/environments inherited from the migrating countries Position: Processing Executive - Visa Debit Chargebacks (Disputes -BO) • Analyzing specific details and investigating Fraud/Dispute scenarios in different customer folders. • Having to continuously work on/investigate scenarios and consistently identify details that are useful to the case being processed. • Responsible for relationship building and account management while resolving customer inquiries in a professional manner. • Takes ownership and initiative to complete necessary research and customer follow- up or direct the customer to the appropriate department for resolution. • Working under different parameters including multiple time zones, 24 hrs flexi-shifts, INTERNAL different systems, practices and processes and a uniqueness of work culture/environments inherited from the migrating countries Position: Contact Centre Service and Sales Representative II – ASP Manila Care • Provides service through phone interactions with customers, focusing on resolving their requests with an efficient, accurate, professional and courteous manner to create customer loyalty. • • • • • • Responsible for meeting targets for efficiency, quality and effectiveness. To be able to cross- sell product services after resolving customer’s concern. Be responsible in the implementation of compliance policy and procedures. Responsible of servicing customers with their billing and technical concerns. Responsible for forwarding Anti-falcon Advice for travel. Responsible for thoroughly checking account behaviors in line with Anti-money laundering guidelines Convergys Cebu Philippines (SPRINT CORPORATION) (December 2007 – October 2009) Position: Customer Service and Sales Representative • Provides service to telecommunications customers with billing concerns and troubleshooting of devices. • Assists customers with stolen devices via live GPS navigation. • Responsible in meeting targets for efficiency, quality and effectiveness. • Promotes and cross- sells telecom products over the phone. Columbia Language School (2008 Part-time) Position: ESL /TOEFL Online Teacher • Teaches ESL and TOEFL to Korean students in primary, secondary and those who are about to take a university entrance exam. • Acting Assistant Manager in Cebu Branch • Prepares monthly and yearly financial reports. University of the Philippines in the Visayas Cebu College Sentro ng Wikang Filipino Position: Student Assistant • Coordinates with other colleges of Cebu for SWF projects. • Leads in the implementation of SWF programs • Writes letters to College Deans (i.e. letter if invitation and etc...) INTERNAL University of the Philippines in the Visayas Research (Summer of 2007) Position: Researcher • Gathers data from the farmers in the provinces of Visayas for agricultural projects Bernard Tan Photography (2006) Position: Liaison officer • Coordinates with clients regarding payments for the received services. INTERNAL