Nancy Acevedo
PROJECT MANAGER & CUSTOMER SERVICE
-https://www.linkedin.com/in/nancyacevedo/
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Minglanilla, Cebu, 6046, Philippines
Results-driven project manager with 15+ years in customer service and project management. Skilled in managing complex
projects, coordinating cross-functional teams, and ensuring timely, high-quality outcomes. Detail-oriented, focused on
communication, client satisfaction, and process optimization, ready to drive success.
Work Experience
BOOK PROJECT MANAGER
Oct 2021 - Present
Performance Publishing Group
Proficient book project manager specializing in self-publishing and indie publishing. Expertise in coordinating projects, managing
budgets, and ensuring quality. Skilled in KDP and IngramSpark, with a track record of guiding authors to bestselling status
across multiple categories.
Mastered multi-tasking by managing multiple projects simultaneously, ensuring seamless communication and significantly
enhancing the overall publishing experience and author loyalty.
Provided strategic guidance on pricing, categories, and keywords, directly contributing to 90% of listed books achieving
bestseller status in multiple categories on KDP.
Strategically managed project budgets and effectively coordinated with contractors, ensuring cost-effective decisions and
seamless communication, resulting in consistently high-quality project outcomes.
Pioneered new publishing techniques, including A+ content optimization and innovative launch strategies, enhancing author
success rates and adding value to the team.
FREELANCER
Aug 2016 - Present
Upwork
Top Rated Plus freelancer on Upwork with experience working with brands like Honeylove, Dyln Inspired, Static Nails, Lime,
Wunderwild, Lezti among others. Skilled in dropshipping, order management, project management, and customer service,
consistently driving value and success for clients.
Delivered exceptional customer service across emails, chats, and social media, directly contributing to increased sales,
customer satisfaction, and brand loyalty for e-commerce startups.
Created and implemented streamlined workflows for dropshipping and e-commerce, resulting in a 30% productivity increase.
Demonstrated advanced multi-tasking skills by managing multiple client accounts simultaneously without compromising
quality, maintaining focus and efficiency, and earning my second $100K in under two years with an increased hourly rate.
Consistently achieved and upheld Top Rated Plus status on Upwork, placing among the top 3% of freelancers.
PUBLISHING & MARKETING SERVICES PROJECT MANAGER
May 2011 - Jun 2017
Author Solutions
Acted as the primary liaison between authors and production teams, enhancing communication and increasing author
satisfaction rates by 20%.
Solely managed the partnership imprint within the marketing team for several years, becoming a key contributor to the
production and fulfillment department.
Proactively managed author outreach, resulting in a 30% increase in engagement for languishing projects.
Delivered comprehensive post-fulfillment reports, improving transparency and client trust.
MEMBER SERVICES REPRESENTATIVE
Jun 2009 - May 2011
Teleperformance Philippines
Accurately assessed and communicated member eligibility and benefits, ensuring a 98% accuracy rate in the information
provided, enhancing customer satisfaction.
Maintained strict confidentiality of sensitive health information, ensuring 100% compliance with HIPAA regulations
Efficiently resolved billing inquiries and discrepancies, leading to a 15% reduction in billing-related escalations, resulting in my
selection as an SME to assist in training new hires.
Assisted members in comparing plan options, consistently hitting metrics for CSAT (customer satisfaction) and IR (issue
resolution) scores.
CUSTOMER SERVICE ASSOCIATE
May 2007 - Jun 2009
ETelecare Global Solutions
Delivered world-class customer service, increasing customer satisfaction and loyalty.
Achieved high first-call resolution rates, ensuring timely and effective resolution of customer inquiries.
Utilized best judgment in issuing adjustments and credits, resulting in a noticeable decrease in customer escalations within
our team.
Enhanced customer experience by identifying upselling opportunities, with our team contributing to about 20% of the overall
site upsell scores.
References
Jaclyn Valle-
Giordi Van der Veen-
Freya Felicio-
Core Skills
Project Management, Customer Service Excellence, Publishing Industry Expertise, Author Support & Guidance,
Multi-tasking & Time Management, E-commerce Strategy & Execution, Zendesk, Gorgias,
Intercom (Customer Service Platforms), IngramSpark, Lightning Source, KDP (Publishing Tools), Shopify,
Aliexpress (E-commerce Platform), Monday, Asana, Jira (Project Management Tools),
Education
Andres Soriano Memorial College
Jun 1998 - Mar 2022
Secondary Education
Cebu Normal University
Bachelor in Elementary Education
Languages
English (Fluent), Cebuano (Native), Tagalog (Native)
Jun 2003 - Mar 2007
Certificates
C2 Proficient
Jan 2021
EF SET
Upwork Skill Certification - Customer Service
Upwork
Admin Power User (Shopify)
Gorgias
Interests
Creative Nonfiction Writing, Studying Psychological Theories, Biographical Studies, Journaling, Documentary Watching
Mar 2023
