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.