Asana
FELAM JOY AMON
Customer Service Representative | E-Commerce Product Coordinator | E-Commerce Amazon Support Associate | E-commerce Shopify Specialist | Content & Social Media Manager | Virtual Assistant | Online ESL Tutor | Email Marketing Specialist
CEBU
Summary
Dependable professional with extensive experience providing support in E-commerce, administrative, organizational and customer service support, in virtual environments. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives. Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals. Detail-oriented team player. Ability to handle multiple projects simultaneously with a high degree of accuracy and with positive attitude. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
E-Commerce Product Coordinator
Life Interiors PTY LTD
Remote - Work From Home
08.2022 - 04.2023
- Completed data entry tasks with accuracy and efficiency.
- Verified accuracy of data entered into system to produce error-free reports.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Manage product data entry and product uploads.
- Liaise with external key stakeholders to collate product imagery, and manage product image editing (completed externally), and uploads.
- Work closely with our digital team and our buying teams to schedule product uploads on the website according to the buying schedule.
- Assist with the onboarding of new suppliers, managing initial and ongoing product uploads, and liaising with suppliers to input all relevant information into our CMS.
- Providing occasional assistance with other buying team tasks.
- Potential to assist our Overseas Buying team with product submissions and uploads as required.
Customer Service Representative
Silver Worldwide LLC - Debrief Me
Remote - Work From Home
02.2020 - 02.2022
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls, email and live chats promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Helping solve problems such as: locating a package, returning an item, processing replacement, or assisting a delivery driver to get a package to a customer on time, order fulfillment, providing shipment status and tracking number to customers, etc.
- Handle customer complaints, and provide appropriate solutions and alternatives.
- Providing proactive customer outreach and follow-up to ensure the resolution.
- Keep records of customer interactions, process customer accounts, and file documents.
- Follow communication procedures, guidelines, and policies.
- Delivering timely, accurate, and professional customer service to Amazon customers.
- Developing and documenting knowledge into helpful content. Process orders and transactions.
- Delivering information about a company’s offerings. Collecting and analyzing customer feedback.
- Responding to customer reviews and making negative feedback into positive ones.
- Tracking customer service KPIs and metrics. Take the extra mile to engage customers.
Content & Social Media Manager
Silver Worldwide LLC - Debrief Me
Remote - Work From Home
02.2020 - 02.2022
- Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating, and authentic approach.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Formatted content to adhere to industry-specific style guides.
- Utilized feedback from clients and colleagues to improve content quality.
- Responsible for creating and administering content on all social media platforms, such as Facebook, Instagram, Twitter etc., to build an audience and ensure customer engagement.
- Responsible for planning, implementing, and monitoring the company's Social Media strategy in order to increase brand awareness, improve Marketing efforts and increase sales.
- Monitor site metrics, respond to reader comments, and oversee creative design.
- Design digital media campaigns aligned with business goals. Establish web presence to boost brand awareness.
- Maintain a strong online company voice through social media. Suggest and implement direct marketing methods to increase profitability.
- Monitor ROI and KPIs. Stay up-to-date with digital media developments
Email Marketing Specialist
Silver Worldwide LLC - Debrief Me
Remote - Work From Home
02.2020 - 02.2022
- Identified appropriate marketing channels and target customers for campaigns.
- Utilized specialized software to capture and process data.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
- Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.
- Creating and monitoring a wide variety of email marketing campaigns to increase brand awareness and customer engagement.
- Ensuring the design and layouts of emails are optimized, user and mobile-friendly. Proofreading key messaging in and out of email templates.
- Sending graphics requests to designers. Compiling email lists. Purging email lists.
- Securing email databases for future campaigns. Following up on emails.
- Placing product orders.
- Tracking and analyzing campaign results. Aiding additional digital marketing efforts.
- Identify the target audience and grow the email list. Write newsletters including all company updates.
Online ESL Teacher
Acadsoc LTD - English as Secondary Language
Remote - Work From Home
03.2019 - 01.2020
- Participated actively in course discussions, promoting students to participate and interact with one another.
- Wrote, prepared and submitted weekly lesson plans and created and designed homework, quizzes and exams to test abilities.
- Combined students' personal interests with lesson objectives to create student-specific activities.
- Interacted with students and parents via email, instant messaging, threaded discussion and synchronous chat.
- Prepare course materials and design lessons that cover all aspects of the English language, whether written or verbal.
- Conducting activities and lessons based on ESL teaching methodologies.
- Encouraging and engaging students to speak in English.
- Keep track of student progress and customize individualized plans for students with special requirements.
- Responsible for creating a positive class environment and encouraging students to reach their learning goals.
- Motivating students and using humor to induce a pleasant learning environment.
- Maximizing students’ talk time through oral tests and presentations.
- Displaying excellent classroom management. Keeping accurate records of student performance
E-Commerce Shopify Specialist
Inspired Group of Companies
Remote - Work From Home
01.2018 - 02.2019
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Self-motivated, with a strong sense of personal responsibility.
- Passionate about learning and committed to continual improvement.
- Applied effective time management techniques to meet tight deadlines.
- Maintain and create product listing, product catalog, and product collections on Shopify, including new product creation, product content management, pricing/SKU/barcoding accuracy, tagging and collections merchandising, sales channel, and inventory management.
- Write and edit product content that will be published on e-Commerce websites/portals.
- Collaborate with the Web Design and Developer teams for onsite optimizations such as product recommendations, up-selling/cross-selling opportunities, and search improvements.
- Create website pages and content. Help to improve shoppability of key sections/pages of the website by making recommendations supported by data.
- Assist with the day-to-day coordination of website activities, i.e. product uploads, reporting, organizing stock transfers, stock alerts, etc.
- Set standards, systems, and best practices for new product listings, content creation, distribution, and maintenance.
- Work closely with different teams (product management, graphics, sales, web developer) to provide updated content that will be shared across e-Commerce platforms.
- Inspecting landing pages, product information, checkout options, and all other pertinent website-related systems to ensure their visual appeal, accuracy, and ease of use.
- Develop and manage product attributes to drive quality online listings; Conducted research, gathered information from multiple sources, and presented results in e-Commerce listing creation and optimization Order processing e-Commerce Inventory management
- Adding tracking for orders and fulfillment.
- Customer service.
- Basic photo editing & re-sizing.
Customer Service Representative
Sutherland Global Services - Blue Cross Blue Shield Healthcare Insurance
Davao City
10.2015 - 10.2017
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Answering telephonic and e-mail inquiries in a timely manner.
- Deferring queries to your line manager if you are unable to answer them.
- Furnishing members and health care practitioners with details regarding members' benefits.
- Granting pre-authorizations for medical treatment, if covered.
- Advising members of outstanding co-payments. Providing extant and prospective members with the details of network providers.
- Canceling members' plans upon their request, or due to recurrent non-payment, if directed by your line manager.
- Make outbound calls to patients, referrals, and sales as needed.
- Assists clinics, hospitals, referring doctors, practitioners, insurance companies, and patients/responsible parties with general questions.
- Provide members with the various prices of Healthcare insurance coverage.
- Provide details of healthcare membership to various members and their families.
- The member benefits are also provided by the healthcare customer care representative.
- Advise members on different payment options for health insurance coverage.
- Grant pre-authorization for member coverage in the best possible way.
- Provide medical insurance policy details to healthcare practitioners.
- Providing details of network providers to different members.
Technical Support Representative
Teleperformance Outsourcing Company - Blackberry
Cebu
10.2012 - 04.2013
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Provided outstanding technical support to clients.
- Provide technical assistance and answers to users' questions, assisting users by troubleshooting problems with their Blackberry phones and applications. Identifies, investigates, and resolves users' problems with their Blackberry phones and applications.
- Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
Fraud Analyst
Convergys Philippines Inc. - Citibank
Cebu
01.2011 - 09.2012
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Retrieve and analyze data in relation to fraud investigations.
- Oversight, monitoring, and reporting on financial crime risks and review Customer Accounts for prevention and detection of possible fraud situations.
- Analyze accounts and data to identify suspected fraud activity.
- Analyze accounts and transaction patterns to determine existing fraud trends.
- Analyze charge-back data to identify fraud trends and prepares charge-back reports.
- Analyze customer behavior to identify fraudulent patterns and provide customer insight using SQL.
- Analyze data and information to provide insights and recommendations.
- Analyze issues and determines the next steps. Analyze the portfolio and respective fraud strategies to optimize risk and reward.
Technical Support Representative
Transcom Worldwide Philippines Inc. - COMCAST
Pasig
01.2008 - 05.2010
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Provided outstanding technical support to clients.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end users across various time zones.
- Provided Tier 1 technical support to non-technical internal users through desk-side support services.
- Offered troubleshooting of connectivity issues across digital cable network connections.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Researched product and issue resolution tactics to address customer concerns.
- Identified potential sales and cross-selling opportunities for customers.
- Monitored cable systems in operation and quickly troubleshot errors.
- Submitted service tickets for equipment maintenance requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Technician Teacher Education - Education
Mindanao University of Science AndTechnology
Cagayan De Oro City 06.2002 - 03.2006
Skills
Data Entry
Software
Airtable
ClickUp
Trello
Gorgias
Hiver
Zendesk
Amazon
Shopify
Ebay
Ring Central
Google Workspace
MS Office
Excel Sheet
Google Docs
Smartsheet
AS400
Skype
Zoom
Google Meet
Canva
Klaviyo
Hootsuite
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
E-Commerce Product Coordinator
Life Interiors PTY LTD
08.2022 - 04.2023
Customer Service Representative
Silver Worldwide LLC - Debrief Me
02.2020 - 02.2022
Content & Social Media Manager
Silver Worldwide LLC - Debrief Me
02.2020 - 02.2022
Email Marketing Specialist
Silver Worldwide LLC - Debrief Me
02.2020 - 02.2022
Online ESL Teacher
Acadsoc LTD - English as Secondary Language
03.2019 - 01.2020
E-Commerce Shopify Specialist
Inspired Group of Companies
01.2018 - 02.2019
Customer Service Representative
Sutherland Global Services - Blue Cross Blue Shield Healthcare Insurance
10.2015 - 10.2017
Technical Support Representative
Teleperformance Outsourcing Company - Blackberry
10.2012 - 04.2013
Fraud Analyst
Convergys Philippines Inc. - Citibank
01.2011 - 09.2012
Technical Support Representative
Transcom Worldwide Philippines Inc. - COMCAST
01.2008 - 05.2010
Bachelor of Technician Teacher Education - Education
Mindanao University of Science AndTechnology
06.2002 - 03.2006
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