Years of Professional Experience
Jesus Elijah Santos II
Business Operations Professional
Summary
I am a highly skilled and experienced customer service and operations professional with a proven track record of success in the technology and finance industries. I have over 5 years of experience in a variety of roles, including customer service specialist, sales specialist, sales team leader, discord community moderator, discord server manager, operations manager, and student assistant. I am confident that I have the skills and experience necessary to make a significant contribution to your organization. I am eager to learn new things and take on new challenges. I am also a quick learner and I am always willing to go the extra mile. I am looking for a challenging and rewarding opportunity where I can use my skills and experience to make a positive impact. I am confident that I can be a valuable asset to your team.
Overview
5
5
2
2
Years of Community Management Experience
Work History
E-commerce Operations Specialist
Monoprice
09.2021 - 07.2023
- Developed a sales and return dashboard that provided data-driven insights to the leadership team and helped the team make informed decisions and facilitated more conclusive discussions during meetings
- Led the dispute process for returns from Target.com with 100% dispute approval rating and developed an automation for cross-referencing return items while managing multiple e-commerce platforms including Amazon, Walmart, Target, eBay, Wish, Newegg, Overstock and Staples for returns, customer service and reporting
- Handled 22 Microsoft Outlook mailboxes to ensure emails received were reflected in Microsoft Dynamics, manually adding missing emails as needed while managing the distribution of customer emails to different representatives to ensure resolution within the Service Level Agreement (SLA)
Community Manager
Multiple Start-up Blockchain Projects
01.2021 - 07.2023
- Built relationships with key community members by attending industry events, networking, and providing helpful and informative responses to community questions.
- Educated and informed the community by creating and sharing educational content, such as blog posts, infographics, and videos.
- Promoted the project by creating and sharing marketing materials, such as press releases, social media posts, and website content.
Senior Community Manager
Moon Holdings
02.2023 - 07.2023
- Manage the Discord server and ensure that it is a safe and welcoming environment for all users. This includes creating and enforcing rules, moderating conversations, and resolving disputes.
- Promote the blockchain project and its community on Discord. This includes creating and sharing content, organizing events, and answering questions from users.
- Collaborate with other team members to improve the Discord server and the blockchain project. This includes providing feedback, suggesting new features, and working on projects to improve the community.
Senior Community Manager
Masma
02.2023 - 07.2023
- Manage the Discord server and ensure that it is a safe and welcoming environment for all users. This includes creating and enforcing rules, moderating conversations, and resolving disputes.
- Promote the blockchain project and its community on Discord. This includes creating and sharing content, organizing events, and answering questions from users.
- Collaborate with other team members to improve the Discord server and the blockchain project. This includes providing feedback, suggesting new features, and working on projects to improve the community.
Customer Experience Specialist
Acquire BPO | Current.com
02.2021 - 09.2021
- Assisted customers with promotions and disputes, effectively explaining complex procedures in an easy-to-understand manner
- Contributed to the onboarding process of new hires by providing product knowledge training and support, resulting in a reduction of training time significantly
- Responded to customer inquiries with accurate and up-to-date information about the digital bank product, leading to increased customer engagement and loyalty
Sales Team Leader (apple.com)
Concentrix
06.2020 - 02.2021
- Leading a team of 15-25 specialists to become the top 1 sales team for 3 consecutive months right after promotion while maintaining to be within the top 3 on the next months
- Led regular team meetings to keep sales personnel motivated with tips, techniques and relevant information.
- Created reports for use in weekly, monthly, and quarterly business reviews, showcasing team performance and progress
Sales Specialist (apple.com)
Concentrix
06.2019 - 06.2020
- Received numerous commendations from satisfied customers and consistently ranked as a top performer, leading to a promotion as a Sales Team Leader
- Contributed to the success of the sales team by creating and implementing effective learning strategies for new hires and tenured members
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
Student Assistant
José Rizal University
10.2018 - 03.2019
- Helped with administrative support by managing incoming calls, coordinating files, and sorting mail.
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Completed clerical tasks such as filing, copying, and distributing mail.
Education
Bachelor of Science - Computer Engineering
José Rizal University
06.2017 - 03.2019
Bachelor of Science - General Engineering
Batangas State University
06.2015 - 03.2017
High School Diploma - General Studies
EMA EMITS College Philippines
06.2011 - 03.2015
Skills
Customer Service
Platforms / Tools
- iWork (Pages, Numbers and Keynote)
- Microsoft 365 (Word, Excel, Powerpoint, Outlook, Teams)
- Google Suite (Docs, Sheets, Slides, Gmail, Calendar, Form)
- Zendesk
- Slack
- Postgre SQL
- Tableau
- TurnTo
Timeline
Senior Community Manager
Moon Holdings
02.2023 - 07.2023
Senior Community Manager
Masma
02.2023 - 07.2023
E-commerce Operations Specialist
Monoprice
09.2021 - 07.2023
Customer Experience Specialist
Acquire BPO | Current.com
02.2021 - 09.2021
Community Manager
Multiple Start-up Blockchain Projects
01.2021 - 07.2023
Sales Team Leader (apple.com)
Concentrix
06.2020 - 02.2021
Sales Specialist (apple.com)
Concentrix
06.2019 - 06.2020
Student Assistant
José Rizal University
10.2018 - 03.2019
Bachelor of Science - Computer Engineering
José Rizal University
06.2017 - 03.2019
Bachelor of Science - General Engineering
Batangas State University
06.2015 - 03.2017
High School Diploma - General Studies
EMA EMITS College Philippines
06.2011 - 03.2015
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