Summary
Overview
Work History
Education
Skills
Software
Languages
Quote
Accomplishments
Work Availability
References
Work Preference
Awards
Interests
References
Websites
Certification
Timeline
Hi, I’m

PATRICIA YVONNE DE CASTRO

CUSTOMER COMPLAINTS TEAM LEADER | DIGITAL STRATEGIST | CUSTOMER EXPERIENCE SPECIALIST
Batangas City,BTG
PATRICIA YVONNE DE CASTRO

Summary

Driven leader with a proven record in customer service and digital campaigns. Skilled in resolving issues fast, boosting team performance, and delivering results. Hands-on with Facebook & TikTok Ads, team development, and data-backed strategies. Bilingual and adaptable, with awards for top performance and leadership.

Overview

9
years of professional experience
2014
years of post-secondary education
1
Language
2
Certificates

Work History

Freelance Client

Paid Media Buyer – Facebook & TikTok Ads
01.2025 - Current

Job overview

  • Maximized reach within allocated budgets by identifying cost-effective advertising solutions across various media formats.
  • Coordinated cross-functional teams to ensure seamless execution of integrated marketing campaigns from start to finish.
  • Managed multiple projects simultaneously, ensuring timely delivery and meeting client expectations.

Emapta Philippines Inc.

Customer Complaints Team Leader
05.2020 - 05.2025

Job overview

  • Supervised and mentored a team of customer service representatives, providing guidance and support to enhance performance and customer satisfaction
  • Developed and implemented training programs to improve team skills and ensure adherence to company policies and standards
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

Upwork

Customer Support For E-commerce Brand
01.2025 - 02.2025

Job overview

  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.


SILK ROAD MEDIA LLC

Online Conversation Manager (OnlyFans Chatter)
05.2024 - 12.2024

Job overview

  • Respond to messages promptly using the model’s persona and tone of voice
  • Initiate engaging conversations to boost subscriber interaction
  • Upsell content such as pay-per-view (PPV) messages, tips, and custom requests

TPG Telecom

Senior Mobile Specialist
01.2019 - 01.2020

Job overview

  • Assisted in the development and implementation of mobile strategies to enhance customer experience and drive sales
  • Managed complex technical issues, including troubleshooting and resolving advanced mobile device and network problems
  • Conducted thorough quality assurance testing to ensure optimal functionality and user satisfaction.

Alorica Philippines

Credit Analyst
01.2016 - 12.2018

Job overview

  • Reduced delinquency rates through proactive follow-ups and the implementation of effective payment plans.
  • Streamlined internal credit processes for increased efficiency and improved team performance.
  • Identified trends in customer behavior through careful analysis, improving credit risk assessments over time.

Education

STI College

Bachelor of Science from Information Technology

University Overview

Skills

Campaign management

Software

Meta Ads Manager

Shopify

Zapier (for automation)

Google Sheets / Excel

Languages

English
Bilingual or Proficient (C2)
TAGALOG
Bilingual or Proficient (C2)

Quote

Driven leader with a proven record in customer service and digital strategy. Skilled in resolving issues fast, developing high-performing teams, and delivering measurable results.

Accomplishments

Accomplishments
  • Supervised team of 15staff members.
  • Resolved product issue through consumer testing.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References

References
Available upon request.

Work Preference

Work Type

Full TimePart TimeContract WorkGig Work

Work Location

Remote

Important To Me

Career advancementWork-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time offFlexible work hoursPersonal development programsPaid sick leave401k match

Awards

Awards

Employee of the Month, Leadership Award, Best Performer Award

Interests

Passionate about leadership development, customer experience innovation, and driving digital transformation in fast-paced environments

Interested in mentoring teams, exploring emerging marketing technologies, and creating strategies that connect brands with real people

Driven by problem-solving, continuous learning, and building efficient systems that enhance both team performance and client satisfaction

References

References
Available upon request.

Websites

Certification

Sales Essentials Certificate

Timeline

Paid Media Buyer – Facebook & TikTok Ads
Freelance Client
01.2025 - Current
Customer Support For E-commerce Brand
Upwork
01.2025 - 02.2025
Online Conversation Manager (OnlyFans Chatter)
SILK ROAD MEDIA LLC
05.2024 - 12.2024
Customer Complaints Team Leader
Emapta Philippines Inc.
05.2020 - 05.2025
Senior Mobile Specialist
TPG Telecom
01.2019 - 01.2020
Credit Analyst
Alorica Philippines
01.2016 - 12.2018
STI College
Bachelor of Science from Information Technology
01.2014

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PATRICIA YVONNE DE CASTROCUSTOMER COMPLAINTS TEAM LEADER | DIGITAL STRATEGIST | CUSTOMER EXPERIENCE SPECIALIST