INTRODUCTION

Empathy, active listening, and dedication—these are my personal tenets as an advocate for good service and customer happiness. I’ll help you rise above the noise by turning dry tickets into delightful conversations, and using these interactions to create self-service content, resources, and systems that strengthen the support experience. Being fully remote, I help teams provide round-the-clock support, so that customers get help when they need it the most. 👍

CV: .pdf

SKILLS

Blogging and content creation
Writing and editing documentation
Email/chat customer support
Editorial calendar management
Email marketing
Project management

AREAS OF INTEREST AND EXPERTISE:

  • Brainstorming and publishing quality blog posts, resources, and documentation
  • Delivering above-and-beyond customer support from initial contact to resolution
  • Troubleshooting and communicating issues to Product and Engineering teams
  • Managing your existing editorial calendar or starting a new one from scratch
  • Participating in exciting new areas like project management, customer success, and other leadership roles

WORK EXPERIENCE

Customer Support at 1Password
2018-Present | FULL-TIME/REMOTE

Specializing on the Mac and iOS platforms, I help new and seasoned users troubleshoot product issues, migrate license customers to the 1Password membership, and report bugs to the Apple development team.

I’ve also volunteered to work with the Docs team to create internal help guides for new hires at https://1password.support/

Writer/Contributor at Supported Content
2018-Present | FREELANCE/REMOTE

I research and write for Supported Content, a content creation agency for SaaS companies looking to develop their content strategy and provide value to their customers.

Customer Support Advocate for Kayako
2017-2018 | FULL-TIME/REMOTE

A member of the Support team (London division), I helped customers learn and use product, while crafting self-service content for our Help Center. I’ve also published articles about self-service and customer support for the Kayako blog.

Writer/Contributor at Zapier
2015-2018 | FREELANCE/REMOTE

Fuelled by my passion for desktop and mobile apps, I published app walk-throughs of Zapier’s partner apps included in their app directory.

Published work:

Product Specialist and Content Writer for TeamGantt
2016-2017 | REMOTE/PART-TIME

I helped users navigate the product while working with the Engineering team to solve technical issues. On the side, I managed the company’s editorial calendar, making sure there’s a steady queue of quality content to publish each week.

Published work:

Staff Writer and Editorial Manager at DesignGood
2013 – 2015 | FREELANCE/REMOTE

DesignGood was initially a blog that featured people and brands using creativity and design to make a social impact. I was hired to manage the editorial calendar, brainstorm and pitch new topics, and write and publish approved feature articles.

Tutorials Writer + Blog Author at Envato
2012 – 2014 | FREELANCE/REMOTE

I first joined the Envato network in 2012 as a blog author for AppStorm.net, writing reviews and round-ups of desktop, mobile, and web apps. I then switched over to Tutsplus.com briefly to write tutorials on how to use apps to get things done.

Published work:

PROJECTS

Turns of Place

Turns of Place is an intimate letter exchange beginning in 2016 between writers and friends, Stephanie Gonzaga and Johna Baylon, on travel, home, and the act of journeying. The book is in PDF format and can be downloaded from my online store or Gumroad.

The Daily Pagerie

pagerie + The Daily Pagerie is a stationery blog + shop I launched where I feature the world’s best stationery, while bringing these products closer to stationery enthusiasts in the Philippines. The website is built on Woocommerce and WordPress.

The Creative Life Series

The Creative Life is an ongoing blog series where I sit with emerging creatives and seasoned professionals to know and share their stories. You’ll find interviews of local artists and writers, as well as creators and visionaries from other parts of the world.

The Solo Creative’s Guide to Trello

The Solo Creative’s Guide to Trello is a guide that will teach you, the solo creative, how to start, progress, and finish your creative project using a fun and easy-to-use tool called Trello.com.

Launch Your Freelancing Biz

Launch Your Freelancing Biz is a program designed to help new and up-and-coming freelancers how to freelancing and earning income from their services. Divided into two tiers, you’ll gain access to my library of resources for freelancers.

COUNTRIES VISITED  

New York, California, and Maryland, USA
Oxford and London, UK
Singapore, SINGAPORE
Kuala Lumpur, MALAYSIA
Hong Kong, HK
Macau, CHINA
Beijing, CHINA
Istanbul, TURKEY
Dubai, UAE

Languages: English and Filipino with a tiny hint of verbal Fookien. I hope to learn fluent Mandarin someday!

KEY INTERESTS 

Southeast Asian and Latin American literature
Greek, Hawaiian, Asian, and Filipino mythology
Social entrepreneurship
Book design and the publishing industry
Locally made lifestyle products and businesses
SaaS companies and remote work

EDUCATION

Bachelor of Arts Major in Literature
De La Salle University – Manila
2011-2013 (graduated)

Bachelor of Arts Major in Communication Arts
De La Salle University – Manila
2007-2009 (incomplete)

AWARDS AND HONORS

Outstanding Thesis Award
De La Salle University – Manila (2013)
Received the award for my work on Animalia: Mending Human and Animal. This is an animal poetry collection and my ongoing creative work.

2nd Honors Dean’s List
De La Salle University – Manila (2011-2012)
Recognized as a dean’s lister for the 2nd and 3rd terms of academic year.

EXTRA-CURRICULAR

  • VP of Documentation, Literature Circle
  • Feature writer, The La Sallian / The Menagerie
  • Guild member, DLSU Harlequin Theatre Guild