Irene Casucian Email & Phone Number

SEO Content Writer | Keyword Planner Hydra LLC March 2019 to January 2023• Initially worked as a Content Writer and wrote engaging yet SEO-friendly product descriptions. • Temporarily handled supervisory responsibilities and monitored the team’s compliance with output objectives. • Transitioned into conducting comprehensive SEO research and competitor analysis.

Sydney, New South Wales, Australia

Account ManagerDigital Spotlight (Formerly QuantumLinx Pty Ltd) February 2017 to February 2019• Initially worked as a Strategy Research Assistant responsible for completing thorough keyword research and strategizing a plan to help rank the client’s website.• Was promoted as an Account Manager and addressed clients’ concerns in a timely and effective manner.• Acted as a communication bridge between clients and the entire company to ensure that the client receives the entire scope of service.• Worked on basic SEO tasks such as on-page changes and identifying target pages.

Florida, United States

Choxi.com June 2012 to October 2016• Maintained healthy client-vendor relationships by investigating and analyzing escalated issues.• Managed customers’ concerns through a ticketing system (Zoho/Zendesk) and kept track of high-level complaints.• Handled concerns submitted by customers to Norton Shopping Guarantee, Better Business Bureau, and Attorney General.

United States

Ideas Unlimited Inc. October 2011 to June 2012• Responded to emails sent by customers in a timely and professional manner.

National Capital Region, Philippines

QuickbooksIBM Global Process Services October 2010 to September 2011• Assisted customers over the phone in resolving technical-related issues encountered while using the accounting software. • Provided benefits of upgrading to the most recent version of the software (if applicable); offered to upgrade or subscribe to technical support plans (or upsell) as part of metrics.

Makati, National Capital Region, Philippines

ContactCenter.Com – GiantStar March 2010 to September 2010• Handled a group of Customer Service Representatives by keeping track of their performance and attendance.• Coached and provided feedback on how they can work on their areas for improvement. • Prepared and submitted reports concerning the team’s performance. • Handled escalated calls while attending to agents’ inquiries.

Makati, National Capital Region, Philippines

Cricket WirelessWest Contact Services Inc. April 2008 to March 2010• Resolved customers’ technical-related concerns in using the handset or service.• Assisted with the intent to retain customers who would like to have their service cancelled. • Handled concerns that are also related to customer service or billing.

Makati, National Capital Region, Philippines

Home Shopping NetworkAdvanced Contact Solutions Inc. June 2005 to March 2008• Initially worked as Customer Service Representative and took customers’ orders over the phone. • Was promoted as a Workforce Analyst and monitored the queue of calls to ensure that the target service level was consistently met.• Monitored the account’s overall attendance and provided necessary disciplinary actions. • Was promoted as a Team Leader on November 2006 and managed a group of Customer Service Representatives; monitored their sales, attendance, and performance. • Provided immediate floor assistance when necessary. • Monitored calls and provided feedback.