Esmeralda Maria Cristina De Guzman
Lopez,Quezon
Summary
Customer-focused Ecommerce Virtual Assistant with expertise in data entry and SEO-driven listing optimisation. Improved product visibility through keyword research and competitor analysis, enhancing sales performance. Collaborates effectively across teams, ensuring customer satisfaction and driving business success.
Overview
13
13
years of professional experience
Work History
Marketlace Account Specialist
Shine Mart
02.2026 - 12.2026
- Maximised customer satisfaction by resolving service issues promptly.
- Enhanced customer satisfaction through the development and implementation of feedback mechanisms and service improvements.
- Addressed customer service enquires quickly and accurately.
Ecommerce Virtual Assistant
VAA Philippines
05.2024 - 10.2025
- Optimised product listings by crafting compelling titles, bullet points, and descriptions with SEO-driven keyword integration to boost visibility and conversions.
- Conducted in-depth keyword research using e-commerce tools to identify high-ranking search terms, applying findings to optimise product visibility and drive sales performance.
- Executed product research and competitor analysis to identify market trends, profitable niches, and pricing strategies for potential growth opportunities.
- Analysed sales, traffic, and conversion metrics to deliver actionable insights, supporting data-driven decision-making for business strategies.
- Executed data entry and maintained product catalogs across e-commerce platforms, ensuring accurate updates of product details, variations, and categories to enhance user experience.
- Monitored and analyzed catalog performance, addressing suppressed listings, errors, and inconsistencies to maintain accuracy and compliance.
- Collaborated with cross-functional teams to ensure alignment between product performance, marketing strategies, and customer engagement.
E-Commerce trainee
DCX
05.2024 - 10.2025
- Coordinated order production and communicated with suppliers to ensure timely fulfilment of orders through an e-commerce platform.
- Created digital assets, including email campaigns and content for social media, client portals, and e-commerce platforms, to enhance online engagement.
- Executed administrative tasks to support team operations and streamline workflow.
Customer Service Representative
BPO Company
Manila, Metro Manila
09.2016 - 03.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Addressed customer requests for products and services, ensuring prompt and accurate information delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved escalated calls, achieving satisfactory outcomes for customers and the company.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Worked with team members to establish best practices, enhancing consistency in customer service delivery.
Hotel Front Desk Receptionist
Yeng Keng Hotel
Penang
10.2013 - 11.2015
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Greeted new guests warmly, confirming reservations and verifying identification to enhance first impressions.
- Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
- Processed room deposits, fees, and payments, ensuring accuracy and security.
- Maintained accurate records of room availability in computer systems, reducing overbooking errors.
- Utilised strong communication skills to effectively relay important information between staff members and management teams.
Education
Bachelor of Science - Hotel And Restaurant Management
Manuel S. Enverga University Foundation
Lucena City, Quezon, Philippines10-2008
Skills
- E-commerce platforms
- E-commerce tools
- SEO strategies
- Product optimisation
- E-commerce operations
- Customer Service
- Communication skills
- Problem solving
Timeline
Marketlace Account Specialist
Shine Mart
02.2026 - 12.2026
Ecommerce Virtual Assistant
VAA Philippines
05.2024 - 10.2025
E-Commerce trainee
DCX
05.2024 - 10.2025
Customer Service Representative
BPO Company
09.2016 - 03.2022
Hotel Front Desk Receptionist
Yeng Keng Hotel
10.2013 - 11.2015
Bachelor of Science - Hotel And Restaurant Management
Manuel S. Enverga University Foundation