AJ Casugod
Customer Support | Workforce Management Analyst | Process Improvement
Technical Virtual Assistant
Work Experience
Affiliate Marketer
September 2024 – Present
- Leveraged web platforms like Reddit to promote affiliate links, driving over ₱200k+ in order amounts across 300+ orders in 30 days.
- Created high-performing content strategies that increased engagement and conversions.
- Analyzed campaign performance and optimized tactics to achieve consistent ROI.
Workforce Management Analyst
Focus Services (Shared Services Department)
December 2022 – July 2024 | Bacolod, Negros Occidental
- Managed staffing plans and call center metrics for a workforce of ~200 agents.
- Created performance reports and data-driven schedules, reducing call-out rates to under 5%.
- Streamlined workflows, cutting 3+ hours of daily manual tasks, and maintained 90%+ service levels consistently.
Customer Service & Technical Support Representative
Focus Services (Sunrun Campaign)
October 2021 – December 2022 | Bacolod, Negros Occidental
- Guided solar customers through complex service transfers with 98% success rates.
- Handled 20+ cases daily, updated CRM records, and collaborated with stakeholders.
- Developed tools and templates that reduced 2+ hours of manual work daily.
Inbound Customer Service Representative
Focus Services (Galileo Campaign)
December 2020 – September 2021 | Bacolod, Negros Occidental
- Supported 30+ prepaid card programs, handling 60+ daily inquiries while maintaining PCI compliance.
- Consistently exceeded service-level expectations, reducing escalations by 7%.
Skills
- Customer Service & Technical Support
- Data Analysis, Dashboards, Reporting
- Microsoft365 & Google Workspace
- CRM, Databases, and Workflow Optimization
- Multimedia & Web Design
- Social Media Management
Education
🎓 Mechanical Engineering
Technological University of the Philippines Visayas
2018 – 2020 | Talisay, Negros Occidental
💻 Computer Systems Servicing
Pontevedra National High School
2016 – 2018 | Pontevedra, Negros Occidental