MA. MERLYNDA M. JIMENA

Operations & Customer Experience Professional

Abu Dhabi, AE.

About

Highly organized and results-driven professional with over 8 years of diverse experience in social media administration, sales, quality assurance, and customer service. Proven ability to enhance operational efficiency, drive customer satisfaction, and manage digital content, leveraging strong communication and analytical skills to achieve measurable outcomes. Eager to apply a comprehensive skill set to a dynamic role focused on optimizing processes and supporting business growth.

Work

Madame Lisa Co.,Ltd

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Social Media Admin Assistant (Part-time)

Bangkok, Bangkok, Thailand

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Summary

Managed daily social media operations and content strategy to enhance brand presence and engagement for Madame Lisa Co.,Ltd.

Highlights

Managed daily social media activities, including scheduling posts and responding to customer messages, ensuring consistent brand voice and engagement.

Developed and tracked content performance metrics, leveraging insights to optimize strategies and improve online visibility.

Supported marketing campaigns and trend monitoring, contributing to enhanced brand awareness and audience reach.

Canada Pharmacy Experts

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Sales Representative

Bangkok, Bangkok, Thailand

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Summary

Drove lead generation and sales targets through proactive outreach and effective product presentations for Canada Pharmacy Experts.

Highlights

Conducted 300-600 cold calls daily to generate qualified leads and consistently achieve sales targets.

Built and maintained strong client relationships through effective product/services presentations, resulting in high customer satisfaction and repeat business.

Developed persuasive sales pitches and materials, contributing to a streamlined sales process and improved conversion rates.

Telephilippines Inc.

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Quality Assurance Analyst

Davao City, Davao Region, Philippines

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Summary

Ensured high service quality and operational excellence through meticulous analysis and feedback for Telephilippines Inc.

Highlights

Conducted comprehensive quality analysis for Healthcare Insurance, Travel, and Airline accounts, identifying areas for improvement.

Provided detailed feedback and suggested improvements, leading to enhanced service performance and customer satisfaction.

Collaborated cross-functionally to refine service performance, contributing to a more efficient and effective operational workflow.

Telephilippines Inc.

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Customer Service Representative

Davao City, Davao Region, Philippines

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Summary

Resolved customer inquiries and provided product/service support, ensuring high levels of customer satisfaction for Telephilippines Inc.

Highlights

Resolved customer inquiries and concerns across phone, chat, and email channels, maintaining a high first-contact resolution rate.

Assisted with product/service issues, troubleshooting, and resolution, enhancing customer experience and loyalty.

Maintained accurate records and supported team collaboration, contributing to efficient customer service operations.

Education

Holy Cross of Davao College

Davao City, Davao Region, Philippines
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Bachelor of Science Accounting Grade:

Languages

English

Filipino

Skills

Administrative & Operations

Scheduling & Calendar Management, Document Preparation, Filing & Record-Keeping, Meeting Coordination, Email & Call Handling, Data Entry & Reporting, Order Processing & Sales Assistance, Time Management & Multitasking.

Customer Support & Service

Client Support, Phone Support, Email Support, Chat Support, Communication, Empathy, Customer Relationship Management (CRM).

Quality Assurance

Quality Assurance & Data Reporting, Process Improvement, Performance Monitoring, Feedback Analysis.

Social Media & Marketing

Social Media Administration, Content Management, Performance Metrics Tracking, Campaign Support, Trend Monitoring.

Technical Tools

MS Office Suite, Google Workspace, CRM Tools.

Projects

Social Media Quality Analyst - Solo Project Lead

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Summary

Led a solo project at Telephilippines Inc. focused on social media support quality, including calibration, performance monitoring, and client alignment.