Vivien Tizon

VIVIEN JACOB TIZON Ecommerce Specialist 143 Legaspi St Brgy Marilag Cubao, Quezon City--________________________________________________________________________________________________ BASIC INFORMATION Birthdate: December 15, 1994 Height: 5’7 Weight: 50kgs Blood Type: O Languages Spoken and Written: English, Filipino and Waray EDUCATION EULOGIO “AMANG” RODRIGUEZ INSTITUTE OF SCIENCE AND TECHNOLOGY Nagtahan, Sampaloc, Manila Bachelor of Science in Business Administration Major in Management- Basic Accounting and Entrepreneurship Special Opportunity Program- TESDA Accredited Jan 2013- June 2013 CORE SKILLS & TECHNICAL KNOWLEDGE FOR ECOMMERCE DEPARTMENT: Operations • Oversees operations based on Customer Service, Fulfillment and Billing Data • Staff Planning of Customer Service Agents • Quality assessment of all agents based on response time, accuracy, and attendance • Communicates with the client and its representatives • Acts as a representative to all strategic planning as needed • Performs advanced administrative tasks • Answers escalations and technical questions • Provide troubleshooting on all access-granted tools • Productivity Monitoring of all applicable departments DEPARTMENT: Customer Service • Monitor Zendesk Tickets within 24-48 hours • Answer Escalated Tickets • Ensures responses are compliant with the latest Client’s directives • Create and Update Zendesk Macros • Create and Update Zendesk Triggers and Automations • Properly investigates all concerns based on tools and other available resources DEPARTMENT: SOCIAL MEDIA • Always on point in maintaining the online reputation of the company • Will serve as the day-to-day engagement and conversation specialist for our client's social media properties – primarily Facebook • Responsible for screening and monitoring all contents • Review posts and remove bad comments • Promotes audience interaction • Listening to complaints and doing proper escalation • Provide and maintain security on all Facebook Business Manager accounts • Maintain and cover backlogs within stipulated number of hours per day • Provide support and reports as requested by Clients and its representatives • Act or Resolve according to Operations Department Directives • Hide and Message negative commenters and reroute to Customer Service • Escalate Ads, Posts and Threads triggering spam reports or chargebacks DEPARTMENT: FULFILLMENT • Act as Escalations Specialist for Customer Service • Act as a Company Representative to Suppliers contacting them via tool platform or Skype • Analyze and detect existing or incoming Fulfillment Hurdles and provide directives to agents on how to resolve them • Liaise Agents and Supplier to provide or recommend resolutions and action plans to support Customer Service Processes • Report any upcoming issues that may affect Customer Service • Gather and Analyze Data from tools to provide timely and relevant updates • Escalate concerns directly to Supplier or Fulfillment Representative of Client • Compile and Collect Data relevant to the creation of Purchase Orders • Create, Update and Maintain Campaign Summary Master files • Escalate quality concerns to Supplier and/or Client and recommend appropriate resolution based on Customer Behavior DEPARTMENT - BILLING • Answer and Track Chargebacks on all Payment Gateways • Report suspected Payment Gateway issues to Client • Process Refunds and Order Cancellations • Track Refunds and Order Cancellations • Other related Billing Tasks DEPARTMENT - Marketing • Create Mailchimp or other similar marketing campaigns to achieve Client’s goals such as Abadoned Carts, Regular Newsletter Campaigns and others • Compile or Create Graphic Assets to assist Ad Creations and similar objectives • Spearhead Email Blasts or Notifications based on Client’s goals • Monitor and Track Campaign Status to Client and its representatives • Assist in Creation of Facebook Ads and their optimization • Report to Client of current Ad status based on Sales • Edit, update and postpone any existing Ads or posts for Damage Control purposes DEPARTMENT - Admin • Create, update and upload Shopify products based on Client’s demand • Hide and update products based on Client’s demand or as needed to prevent further damage on Customer Service (i.e. defective stocks must be hidden to prevent more sales) • Collate and provide reports helpful to the Client and its representatives • Provide clerical support to the Client and its representatives for Day-to-day or ad-hoc tasks • Request technical assistance from Software Providers TOOLS & APPLICATIONS USED PROFICIENCY: EXPERT • Full Stack Shopify Development • Zendesk Administration • Mailchimp Email Marketing • Klaviyo Email Marketing • Printify • Scalable Press • Quickbooks • Shipmonk • Shipstation • Slack • Canva • Microsoft Office • Microsoft Excel • Google Suite • Facebook Business Manager WORK EXPERIENCE POSITION Admin Assistant COMPANY Pickashirt December 2013March 2014 NATURE OF BUSINESS Apparel DUTIES • • • • • • • Ecommerce Specialist Connect Buy Amazon December 2013April 2014 Amazon Dropshipping • • • • • Executive Assistant ALR Realty February 2014July 2015 Real Estate • • • • • • • • • • Email Support Newsletter/Marketing Logistics/Shipment Coordination Customer Service Wordpress CRM Mgt – Sales force Exporting data and Creating lists in Excel Customer Service Dispute Mgt Refund/Returns Backordering and Site Management Amazon Seller Central Mgt Overseeing Operations Calendar Mgt Email Mgt Payroll Finance and Budgeting Planning Human Resources B2B Communications Bookkeeping to Quickbooks Clerical Responsibilities CRM Mgt – Asana/ Slack/Trello Executive Secretary Apartments Rent Rebate February 2014July 2015 Real Estate/Apt Locating • • • • • • • • • • • • • Customer Service Specialist Phil Woolgar February 2015May 2015 Academic Writing • • • • • • • • Ad Campaign Manager Gael Papin March 2015October 2015 Pay Per Click • • • • • Note Taker Note taking Express Project Based Note taking • • Calendar Mgt Email Mgt Bookkeeping to Quickbooks Data Entry Research and Development Finance Planning Project Coordination Admin Support Clerical Responsibilities CRM MgtAsana/Slack/Trello Business Development Lead Generation Exporting data and Creating lists in Excel Social Media Mgt Email Support Wordpress Invoicing Bookkeeping Assigned work to writers CRM Mgt- Azendoo Data Entry Costing for Ads Data Entry to CRMVoluum Accounting (ROI and Profit and Loss) Ad Placement Exporting data and Creating lists in Excel Creating notes for students derived from recordings of their classes CRM Mgt- Azendoo/ Slack Book keeper Move In March 2015October 2015 • Charity • • • • • • Sales Assistant Kevin Petitte March 2015October 2015 Dealership • • • • • Customer Service/ Administrative Assistant Butterflytrade October 2015March 2016 (part-time) Clothing/Manufacturing/ Charity • • • • • • Accounting/Asset Manager Home and Real Rental Solutions Maintenance October 2015April 2016 Estate/ • • • • • Shopify Expert Gemmojo (Contractual) June 2016 – November 2016 Dropshipping • • • • • • General Accounting Functions Data Entry Document Handling and Uploading Payroll Management CRM Mgt- Slack/Asana Quickbooks Exporting data and Creating lists in Excel CRM Mgt- Leadmaster Data Entry Bookkeeping General Admin Exporting data and Creating lists in Excel Email and Chat Support Social Media Management Marketing and Sales Quickbooks Customer Service Quality Assurance Order Processing in Shopify Quickbooks Business to Business Representation Quoting repairs for bid approval Contacting and coordinating with repair vendors Managing asset coordinators Profit/Expense reporting Order Fulfillment Customer Service Tracking Orders Supplier Communication Administrative Tasks Second American Revolution Shopify November 2016 January 2017 Dropshipping • Quickbooks Set-up and Maintenance • • • • Order Fulfillment Customer Service Tracking Orders Supplier Communication Administrative Tasks Quickbooks Set-up and Maintenance Scalable Press Order Management and Fulfiillment • • • Happen Chances SEO/ASO January 2017 – September 2017 (Project Based) Application & Search Engine Optimization • • • • • • • • VA Masterrace Store Director September 2017 – March 2019 Ecommerce • • • Google Adwords Getting Keywords for App Ranking from Different Sources Updating Spreadsheet Database and Reporting Analysis of Keywords to see if they are ranking or not Administrative Tasks Extensive Research for Market Trends for 15 + Countries Direct Communication with Developers for App Release in Apple Appstore Translation of App Content into different languages Manage Customer Service Agents and their Productivity Overall in charge of Marketing Department Facilitates Manual Billing and Contact with Financial Institutions • • • • • Ensures that Chargebacks are being answered Manage an Administrative Team to do reports and trackers Monitor Product Dispatching and Fulfillment with an US Team Spearhead Product Research and Development Served as the highest tier escalation for all departments I certify that all the information stated in this resume are true and correct due to the best of my knowledge. Vivien Jacob Tizon Applicant