Racquel Flores

Retention Marketing Manager at Digital Room (Philippines) Inc.
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Contact Information
us****@****om
(386) 825-5501
Location
Metro Manila, National Capital Region, Philippines, PH
Languages
  • English Native or bilingual proficiency
Skills

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Bio

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Credentials

  • The Complete Digital Marketing Course
    Udemy
    Oct, 2018
    - Nov, 2024
  • PowerPoint Slide Design - Casual Slides Presentation
    Udemy
    Sep, 2017
    - Nov, 2024
  • Step by Step Mobile Phone Travel Videos
    Udemy
    Dec, 2018
    - Nov, 2024

Experience

  • Digital Room (Philippines) Inc.
    • Philippines
    • Printing Services
    • 200 - 300 Employee
    • Retention Marketing Manager
      • Feb 2019 - Present

      • Managing the creation, conception, and presentation of content across Digital Room's social channels.• Generating and maintaining content calendars for all social communities and working with the creative/content team to execute those campaigns.• Setting and achieving KPIs including growth and engagement targets for all brands' social media properties.• Responding to customer comments, questions and reviews to foster a positive community and add value to our customer's experience.• Supporting the aggregation and analysis of customer sentiment via Net Promoter Score surveys, Yelp reviews, BizarreVoice and other review platforms.• Identifying new and relevant channels to continue to push our brand presence.• Presenting key insights, trends, and learnings to marketing team and company stakeholders.• Developing and adhering to project plans with detailed milestones.

  • Prism Sport + Entertainment
    • United Kingdom
    • Advertising Services
    • 1 - 100 Employee
    • Content Factory and Social Media Conversations Manager
      • May 2014 - Present

      • Development of brand awareness and online reputation through a robust content strategy.• Management of social media presence on social channels including but not limited to Facebook, Twitter, Instagram, and YouTube.• Conceptualizing, implementation and management of content calendars and social campaigns.• Monitors social media trends using tools including Synthesio, Unmetric, YouTube insights, Twitter analytics and Facebook insights.• Active liaison with client organization including Marketing, Advertising, Communications, and Service Department in order to create a solid social media strategy.• Measures and analyzes implemented social media strategies to determine strengths, weaknesses, learnings of campaigns and tweak strategies as needed.

  • HKT Teleservices (Formerly PCCW Teleservices)
    • China
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Social Media Customer Care Coach
      • Aug 2013 - Apr 2014

      • Monitors and measures social media customer care agents' KPI's across markets of the APAC region.• Oversees social care responses, guaranteeing concise feedback to solve customer queries, requests and complaints related to Microsoft/Nokia products and services.• Active liaison to weekly team meetings and strategy sessions.• Provide action plans and coaching sessions to social media customer care agents periodically to improve KPI’s and team service level• Facilitate basic social media trainings to potential/current social media customer care agents.

  • HKT Teleservices (Formerly PCCW Teleservices)
    • China
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Social Media Customer Care Agent
      • Nov 2010 - Dec 2012

      • Develops clear and concise social media responses to solve customer queries, requests and complaints related to Microsoft/Nokia products and services.• Provides a personalized and timely response to customer concerns on Social platforms, especially on Twitter and Facebook, through understanding customer concerns, assessing what matters to them, and providing a comprehensive response.• Contact and conducts follow-up using the Social Media platforms, and when necessary, escalate issues according to vendor provided process.• Providing weekly reports to immediate supervisor.• Maintains customer and potential customer database, detail case issues, requests and feedback through Seibel.

Education

  • UPHSL University of Perpetual Help Binan Laguna
    Bachelor of Science in Nursing, Pre-Medicine/Pre-Medical Studies
    2005 - 2010
  • Saint Paul College Pasig
    -

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