CHONA MOLDEZ CASTRO

Team Lead

SupportNinja

Jan 2023 - Jan 2024 (1 year 1 month)

Lead and support a team of analysts and agents across email, chat, and phone channels. Oversee day-to-day operations, task delegation, conflict resolution, and team development. Conduct performance monitoring through KPIs and implement continuous improvement strategies. Manage client communications, deliver updates, and maintain stakeholder relationships. Design and deliver training to enhance team effectiveness and soft skills.

F

Social Media Manager

Flor Seca by Mint & FSM Carwash and Detailing

Jan 2023 - Current (3 years 10 months)

Manage and grow brand presence on Facebook and Instagram for two local businesses. Design content using Canva, including social media posts, reels, and promotional graphics. Edit short-form videos to highlight services and seasonal campaigns. Utilize Meta tools for content scheduling, insights, and audience engagement. Support branding consistency and customer inquiries across digital platforms.

Quality Analyst

SupportNinja

Jan 2022 - Jan 2023 (1 year 1 month)

Conducted weekly audits and performance reviews to ensure service quality. Provided actionable feedback and coaching to agents based on audit results. Collaborated with leadership on process improvements and QA reporting.

Graphic Artist

PlanetArt

Jan 2022 - Jan 2023 (1 year 1 month)

Enhanced visuals through expert color correction, retouching, and visual effects to produce high-quality, print ready graphics for various formats. Edited and optimized images for use across multiple physical products, including t-shirts, greeting cards, caps, plates, and other personalized merchandise.

M

Photo Editor

Mine and Yours

Jan 2021 - Jan 2022 (1 year 1 month)

Edited product photos for luxury fashion items including bags, shoes, apparel, and jewelry. Designed visual assets for social media using Canva, Lightroom, and Photoshop. Uploaded and managed product listings on Shopify, including writing item descriptions, setting pricing, and organizing inventory.

Project Manager

SupportNinja

Jul 2019 - Current (7 years 4 months)

Oversee end-to-end project execution, ensuring timely delivery of partner onboarding, system improvements, and support initiatives. Collaborate cross-functionally with internal teams and client stakeholders to align on priorities, scope, and deliverables. Manage project timelines, track progress through tools like Asana and Notion, and identify blockers to maintain momentum. Analyze operational data to drive strategic decisions, improve efficiency, and scale team processes.

Data Analyst

SupportNinja

Jul 2019 - Jan 2021 (1 year 7 months)

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Financial Chat Advisor

[Barclays PLC]

Oct 2018 - Aug 2019 (11 months)

Monitored and analyzed chat transactions for financial services accounts. Identified fraud risks and conducted investigations for escalated cases. Delivered high-quality customer support in a fast-paced environment.

Email and Chat Representative

TELUS International

Nov 2017 - Sep 2018 (11 months)

Provided cross-functional support to both users and partners through email and chat channels. Resolved account, billing, and platform-related concerns. Utilized web-based tools and internal systems to deliver timely and efficient resolutions.

Customer Service Support

Startek Philippines

Jul 2016 - Aug 2017 (1 year 2 months)

Provided chat-based billing and technical support. Served as Subject Matter Expert (SME) Assisted with mentoring new hires and improving resolution times.

CHONA MOLDEZ CASTRO

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CHONA MOLDEZ CASTRO

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