Janis Anne De Castro
Santa Rosa, Province Of Laguna
Summary
Adept at enhancing customer engagement and CRM management, I leveraged social listening to elevate brand presence and optimize content, resulting in significant performance improvements. My blend of professionalism and technical acumen, honed across roles from Social Media Analyst to Customer Service Representative, drives consistent achievement and innovation in digital communication strategies.
Overview
9
9
years of professional experience
Work History
Social Media Analyst
Genpact
01.2024 - 01.2025
- Managed social media content to keep brand messages consistent.
- Monitored KPIs and analyzed performance reports to determine future directions for social media.
- Met target number of deadlines in time-sensitive role.
- Reported social media performances and engaged with digital communities to build positive regard for company.
- Optimized profiles on all platforms to ensure consistent branding and messaging throughout the company''s online presence.
- Met multiple deadlines using strong task prioritization skills.
- Conducted daily updates to social media profiles to boost company online presence.
Technical Support Coordinator
FoundEver Former Sykes Asia
10.2017 - 12.2023
- Recorded and maintained relevant notes for each client and work order.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Provided personalized support to clients with diverse needs, fostering long-term business relationships.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Phone Banker
HSBC
11.2016 - 02.2017
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
- Improved efficiency by assisting with the implementation of new processes that streamlined workflows within the phone banking team.
- Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
Customer Service Representative
Kgb Sta. Rosa
09.2015 - 09.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
High School Diploma -
Cabuyao National High School
Cabuyao, Province Of Laguna, Philippines04-2005
Skills
- Customer engagement
- CRM management
- Social listening
- Social media monitoring
- Product knowledge
- Professionalism
Timeline
Social Media Analyst
Genpact
01.2024 - 01.2025
Technical Support Coordinator
FoundEver Former Sykes Asia
10.2017 - 12.2023
Phone Banker
HSBC
11.2016 - 02.2017
Customer Service Representative
Kgb Sta. Rosa
09.2015 - 09.2016
High School Diploma -
Cabuyao National High School
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