Project Manager/Client Care Specialist

Remote (2024-January – 2025-Jun)

Project Manager | Streamlining Web & Creative Teams for Faster, Smoother Delivery

• Project Planning & Execution Faced with overlapping project timelines and unclear deliverables across departments. Collaborated with stakeholders to define clear project scopes, timelines, and KPIs—resulting in a 30% reduction in project delays and improved delivery consistency.
• Team Coordination Across Functions Managed misaligned workflows between designers, developers, and marketing teams. Implemented structured task assignments, weekly check-ins, and deadline tracking—boosting team accountability and cutting turnaround time by 35%.
• Client Communication & Relationship Management
  Addressed recurring client confusion and scope changes during projects. Took over as main point of contact, streamlined feedback loops, and delivered regular updates—raising client satisfaction scores by 40% and reducing revision requests by half.

Hubspot Specialist/Assistant

Branssen Webmasters - Remote (2022-Jan – 2024-January)

HubSpot Specialist | Driving Lead Generation, Automation & CRM Optimization

• Faced with inconsistent lead quality and scattered data. Customized and configured HubSpot CRM based on client workflows— resulting in a 50% improvement in lead tracking accuracy.
• Created and managed lead generation campaigns using email sequences, forms, and landing pages—boosting conversion rates by 35% across multiple client funnels.
• Identified poor engagement on landing pages. Redesigned forms and optimized page layouts—leading to a 40% increase in lead capture rates.
• Built automated workflows to streamline nurturing sequences and task reminders—cutting manual follow-up efforts by 60% and accelerating lead response time.
• Executed email campaigns with custom templates and strategic scheduling—resulting in a 25% increase in open rates and 20% rise in click-throughs.
• Supported content creation for blogs and social media, helping improve SEO ranking and increasing organic traffic by 30% over 3months.
• Analyzed campaign metrics and delivered actionable reports—enabling data-driven decisions that improved campaign performance by 20%.
• Maintained customer data and streamlined client communication in HubSpot CRM—enhancing internal efficiency and reducing response time by 40%.
• Managed and updated HubSpot CMS content, ensuring consistency and timely publishing of new marketing assets.
• Ran A/B tests on emails and landing pages to test CTA strategies and layouts—achieving a 15% uplift in conversions.
• Continuously monitored marketing KPIs to refine campaigns—contributing to a 25% overall boost in client marketing ROI.

Shopify Manager

Stratus LLC (Remote) (2020-Oct –2021-Dec)

Shopify Manager | Driving Store Growth Through Optimization, UX & Marketing Strategy

• Took over underperforming Shopify store with poor traffic and low conversions. Audited and revamped product listings using SEO-rich descriptions—resulting in a 45% increase in organic traffic and a 30% boost in sales within 90 days.
• Faced stock discrepancies and slow order fulfillment. Implemented automated inventory tracking and streamlined order processing—cutting fulfillment time by 50% and reducing stockouts by 70%.
• Created and executed targeted marketing strategies across email and social media— driving a 40% increase in monthly traffic and a 25% lift in repeat purchases.
• Identified high bounce rates due to poor UX. Customized store layout and improved navigation flow—enhancing user experience and increasing average session duration by 35%.
• Monitored analytics to pinpoint underperforming pages. A/B tested product page layouts and pricing strategies—raising conversion rates by 20%.
• Integrated third-party apps for upselling, customer reviews, and chat support—leading to a 15% increase in cart value and improved customer satisfaction scores.
• Provided responsive customer service via chat and email, resolving inquiries within 24 hours—improving customer retention and decreasing refund requests by 30%.
• Ensured data protection by implementing security best practices and regular backups— maintaining 100% uptime and zero security breaches.
• Collaborated with marketing and design teams to launch seasonal campaigns— contributing to a 50% spike in holiday sales compared to the previous quarter.
• Kept the store updated with latest Shopify features and trends—consistently improving performance and maintaining competitive edge.

Graphic Artist/Video Creator/VA, Project Manager

(Remote) ( 2014-Jun – 2020-Sep )

Creative Project Manager | Bridging Design, Development & Marketing to Deliver Results

• Managed 5 client accounts across Australia, the U.S., and Canada, facing inconsistent timelines and scattered communication. Streamlined task management and served as liaison between clients, developers, and designers—leading to a 40% improvement in delivery speed and 35% increase in client satisfaction.
• Coordinated multiple web and marketing projects concurrently, resolving miscommunication between cross-functional teams. Implemented structured workflows using tools like ClickUp and Trello—reducing project revisions by 50%.
• Supported clients in admin and technical tasks ranging from content updates to scheduling and documentation. Created clear SOPs and task automation—freeing up 15+ hours/week for business owners.
• Handled video SEO campaigns that initially lacked visibility. Optimized and submitted videos to high-traffic platforms (YouTube, Dailymotion, etc.)—achieving a 60% increase in video impressions and 25% boost in organic views.
• Addressed low-quality backlinks in early-stage SEO campaigns. Applied proven link-building strategies (blog commenting, guest posting, directories)—improving domain authority by 10+ points in 6 months.
• Optimized websites using WordPress plugins including SEOPressor. Improved site performance and on-page SEO—resulting in a 35% increase in site traffic and faster load times by 40%.

Senior Technical Support Specialist/ Graphic Artist/Video Creator, Virtual Assistant

Remote (2010-Sep – 2014-May )

Multi-Skilled VA | Tech Support, Real Estate Admin & Creative Marketing That Drives Results

• Supported 15+ real estate clients remotely with admin, back-office tasks, and transaction coordination. Streamlined operations and communication—reducing task turnaround time by 40% and helping clients close deals faster.
• Delivered full-service marketing support, facing low engagement on outdated materials. Created and edited 100+ highquality graphics and videos (brochures, flyers, banners, social media ads)—boosting client lead engagement by 60% and social reach by 35%.
• Maintained and managed IDX-integrated real estate websites, improving site structure and performance—resulting in a 25% increase in site traffic and 30% higher lead conversion rates.
• Took charge of WordPress and company site updates, facing outdated content and UX issues. Improved design and SEO, enhancing user experience and reducing bounce rates by 40%.
• Provided Tier 2-level technical support to endusers facing device setup and connectivity issues. Resolved 95% of issues on first contact—significantly improving CSAT scores.
• Handled escalated calls from junior support reps involving complex router/modem issues. Provided in-depth troubleshooting and clear guidance—reducing call handling time by 30% and cutting ticket escalation by 50%.
• Recognized for cross-functional excellence in both technical and creative roles—balancing client-facing duties, tech support, and digital content production with consistency and accuracy.

Senior Technical Support Specialist/Supervisor

Synnergy, Davao City ( 2006-Nov - 2010-Aug )

Senior Technical Support Specialist | Resolving Complex Issues & Leading with Performance Excellence

• Handled high volumes of customer calls troubleshooting advanced networking devices. Resolved technical issues efficiently—achieving a 98% first-call resolution rate and improving overall team CSAT scores by 25%.
• Provided expert guidance on installation, reinstallation, and setup of routers, modems, and other networking hardware—reducing repeat calls by 30% and improving customer satisfaction.
• Took on escalated cases from junior reps involving complex device malfunctions. Delivered fast, effective resolutions that reduced escalations by 40% and boosted customer loyalty.
• Mentored and trained junior support staff, helping them improve technical accuracy and call handling—resulting in a 20% performance increase across the team.
• Earned Top Performer Awards in both 2008 and 2009 for consistently exceeding productivity and quality benchmarks.
• Received multiple awards in 2007 for Outstanding CSAT and Productivity Performance, highlighting excellence in both technical troubleshooting and customer service.
• Regularized within just 3 months of deployment in 2006 due to exceptional KPIs in quality, speed, and customer handling.

Major Achievements:

• Earned the Top Performer Award in 2009 for outstanding performance.
• Achieved the Top Performer Award in 2008, recognizing exceptional contributions.
• Received recognition in 2007 with awards for Outstanding CSAT (Customer Satisfaction) and Productivity Performance.
• Successfully regularized within just 3 months of deployment in 2006 due to excellent performance.