Sharlyn Rose G. Soria

SHARLYN ROSE G. SORIA www.linkedin.com/in/sharlyn-rose-soria- PROFESSIONAL EXPERIENCE Social Media Manager @Stitch By Stitch (Own Business) Philippines (PH) Remote 04/2023 – 03/2025 • With no initial online presence, I created and managed my business’s Instagram and Facebook accounts, producing photo, video, and reel content that consistently increased engagement and built a loyal following. • To reach more potential customers, I ran targeted Facebook and Instagram ads, resulting in higher visibility and more inquiries and sales. • I respond promptly to messages and comments to build trust and provide great customer service, which has helped increase repeat buyers and community engagement. • I quickly learned to use tools like Canva, Meta Business Suite, and Facebook Ads Manager, and I’m confident in picking up new tools as needed. Customer Service Representative at Optum Philippines (PH) 03/2017 - 12/2018 • Coordinated with providers and verified member eligibility, ensuring accurate and timely coverage confirmation; maintained an average CSAT score of 92% by delivering efficient and member-friendly support. • I worked directly with providers to collect documentation and submit prior authorizations, resulting in faster approvals and reduced care delays. Maintained an average handle time (AHT) of under 6 minutes, improving operational efficiency and provider satisfaction. Customer Service Representative at Eperformax Philippines (PH) • Resolved inquiries promptly, leading to a 90 %+ CSAT. • Retained at-risk customers by addressing concerns, supporting an 85 %+ retention rate. • Handled escalated calls efficiently, boosting first call resolution to 80 %+. 06/2014 - 08/2015 TOOLS Communication and Productivity Tools • • • • • • • • • • Zoom Slack Google Meet Microsoft Teams Discord Google Meet Google Drive Google Calendar Google Sheet Microsoft Excel Social Media Management and Scheduling Tools • • • • Meta Business Suite Tailwind Planoly Hootsuite Graphic Design Tool • Canva