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Christel A. — Mid-Level E-commerce Marketing Specialist from Philippines

Christel A.

Mid-Level E-commerce Marketing Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Christel Anne E. S. is an accomplished E-commerce and OTA Marketing Specialist with over five years of experience optimizing customer care in both e-commerce and contact center environments. Based in Las Piñas City, Metro Manila, she demonstrates proficiency in Lean Six Sigma methodologies, particularly in process excellence and customer experience enhancements. At Carpe Diem Tours, she expertly managed product listings across 12+ OTA platforms, ensuring brand consistency and resolving listing errors to maintain accurate booking systems. Her role at ZALORA Philippines as a Communications, Customer Insights & Process Improvement Specialist allowed her to conduct comprehensive root-cause analyses, leveraging tools like Tableau and Looker to improve operational efficiency and customer satisfaction. With expertise in data-driven frameworks, Christel excels in reducing repetitive inbound volumes through streamlined FAQ management and supports continuous improvement initiatives. Her educational background includes a Bachelor of Science in Information Technology from STI College of Las Piñas, complemented by Lean Six Sigma certifications.

Experience

  • OTA Marketing Assistant

    Carpe Diem Tours · 2026 — 2026
    Oversaw product listings and managed partner relationships on over 12 different OTA platforms, including GetYourGuide, Viator, and Airbnb. Updated content such as tour titles, descriptions, and pricing to adhere to platform specifications. Communicated with OTA partners to address listing errors and ensure product availability. Compiled performance reports to monitor product status and highlight issues. Authored marketing content for listings, ensuring a consistent brand voice. Developed internal SOPs, including a Product Creation Guide for Ventrata.

  • Communications, Customer Insights & Process Improvement Specialist

    ZALORA Philippines · 2021 — 2026
    Conducted comprehensive root-cause analysis on customer tickets with low ratings, applying Lean Six Sigma methodologies to identify service bottlenecks. Engaged with advanced data analytics tools, including Tableau and Looker, to spot trends in customer pain points, facilitating process improvements across various teams. Enhanced cross-functional workflows and established optimized non-voice escalation paths to improve operational efficiency. Managed enterprise FAQ libraries and standardized customer communication templates to boost self-service rates.

  • Virtual Assistant – Community & Communications Management

    Private Client (Aviation Professional) · 2025 — Present
    Managed communications across multiple platforms, including Facebook Messenger and WhatsApp, acting as the main point of contact for aviation professionals. Promoted community engagement through postings in Facebook Groups and handled inquiries in real-time. Supported the onboarding process for new tenants, coordinating communication and preparing agreements. Ensured ongoing communication through updates, maintenance notices, and group messages. Monitored community discussions to ensure compliance with guidelines and facilitated follow-ups on tenant inquiries.

  • Senior Customer Service Associate

    ZALORA Philippines · 2020 — 2020
    Handled customer inquiries and complaints through email and live chat, achieving high customer satisfaction rates. Maintained a balance between company policies and customer needs to resolve issues effectively. Identified recurring problems and collaborated with team leaders on process enhancements to lower repeat contact rates. Contributed to operational efficiency by providing actionable feedback and sharing best practices.

  • Senior Payment Officer

    Dream Wealth Inc. · 2018 — 2019
    Processed customer payments while ensuring accuracy and timely execution. Resolved discrepancies in payment transactions, maintaining financial integrity.