Shenny Maree Ormo Digital Marketing Specialist | E-commerce Customer Support

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Digital Marketing Specialist

Feb 2025 - Current (1 year 3 months)

* Manage and create the social media content calendar to ensure timely and engaging posts * Prepare and analyze reports using the social media analytics tracker to measure performance * Design and create newsletters, slide decks, and social media graphics to support campaigns * Coordinate closely with clients by attending meetings and providing updates * Generate daily progress reports to track task completion and project status * Manage appointments, bookings, and schedules using Google Calendar for smooth operations

Digital Marketing Specialist

freelance

Feb 2025 - Current (1 year 3 months)

* Manage and create the social media content calendar to ensure timely and engaging posts * Prepare and analyze reports using the social media analytics tracker to measure performance * Design and create newsletters, slide decks, and social media graphics to support campaigns * Coordinate closely with clients by attending meetings and providing updates * Generate daily progress reports to track task completion and project status * Manage appointments, bookings, and schedules using Google Calendar for smooth operations

Inbox Manager

freelance

Sep 2024 - Sep 2025 (1 year 1 month)

* Efficiently manage emails by transferring them from Gmail to Gorgias, ensuring that at least 80% of inquiries are resolved and closed within the same day they are received. * Monitor and track customer orders from shipment through delivery, including delayed and missing orders, to maintain customer satisfaction. * Coordinate closely with warehouses and shipping partners to guarantee on-time and accurate delivery of orders. * Generate return labels for customers, even for requests beyond the standard return period, to provide exceptional support. * Deliver accurate and reliable information to customers, upholding the company’s credibility and integrity. * Communicate the latest promotions and offers to customers, increasing engagement and

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Inbox Manager

Sep 2024 - Sep 2025 (1 year 1 month)

* Efficiently manage emails by transferring them from Gmail to Gorgias, ensuring that at least 80% of inquiries are resolved and closed within the same day they are received. * Monitor and track customer orders from shipment through delivery, including delayed and missing orders, to maintain customer satisfaction. * Coordinate closely with warehouses and shipping partners to guarantee on-time and accurate delivery of orders. * Generate return labels for customers, even for requests beyond the standard return period, to provide exceptional support. * Deliver accurate and reliable information to customers, upholding the company’s credibility and integrity. * Communicate the latest promotions and offers to customers, increasing engagement and

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Inbox and Community Manager

Aug 2024 - Sep 2025 (1 year 2 months)

* Managed the Outlook inbox, responded promptly to member inquiries, and provided necessary links such as cancellation and affiliate links * Handled content uploads to the community, Facebook group, and Instagram channel * Engaged with members and new followers to build and maintain strong relationships * Investigated purchases and subscriptions for potential fraud and reported findings * Created engaging posts to drive community interaction and brand visibility * Communicated directly with the client via Slack to ensure smooth collaboration

Inbox and Community Manager

freelance

Aug 2024 - Sep 2025 (1 year 2 months)

* Managed the Outlook inbox, responded promptly to member inquiries, and provided necessary links such as cancellation and affiliate links * Handled content uploads to the community, Facebook group, and Instagram channel * Engaged with members and new followers to build and maintain strong relationships * Investigated purchases and subscriptions for potential fraud and reported findings * Created engaging posts to drive community interaction and brand visibility * Communicated directly with the client via Slack to ensure smooth collaboration

Account Manager

freelance

Jun 2023 - Sep 2025 (2 years 4 months)

* Created graphic designs using Canva to support branding and marketing efforts * Supported client communication planning in collaboration with the CEO * Assisted in calendar management and documentation of task instructions for smooth operations * Prepared client progress reports and conducted SWOT analyses to evaluate performance * Participated in weekly account meetings to align on strategies and updates * Assigned tasks to team members and monitored progress to ensure timely delivery * Prepared questionnaires for content writers to guide content development * Communicated effectively with clients and team members via Basecamp for project coordination

Account Manager

Social Media Outcomes

Jun 2023 - Current (2 years 11 months)

Plan client communications, help to maintain a client calendar, assist in documenting Task Instructions, review client meeting notes, assist in creating Client Progress Reports, join in Weekly Meetings under different accounts, create SWOT analysis

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Account Manager

Jun 2023 - Sep 2025 (2 years 4 months)

* Created graphic designs using Canva to support branding and marketing efforts * Supported client communication planning in collaboration with the CEO * Assisted in calendar management and documentation of task instructions for smooth operations * Prepared client progress reports and conducted SWOT analyses to evaluate performance * Participated in weekly account meetings to align on strategies and updates * Assigned tasks to team members and monitored progress to ensure timely delivery * Prepared questionnaires for content writers to guide content development * Communicated effectively with clients and team members via Basecamp for project coordination

Back Office Employee

Awesome OS

Apr 2022 - Jul 2024 (2 years 4 months)

* Conducted thorough investigations of customer accounts and orders using the internal system (CID) to detect fraud, suspicious behavior, and abusive activities * Handled chargeback disputes through Bond, ensuring complete and accurate documentation for case resolutions * Participated in meetings with managers and clients via MS Teams to provide updates and align on strategies * Analyzed fraud trends and recommended preventive strategies to reduce risk and losses * Maintained and updated daily reports using Google Sheets and MS Teams for tracking and transparency * Made critical decisions on approving, canceling, or blacklisting accounts based on investigation outcomes * Processed check requests accurately and efficiently to support financi

Digital Support | Chat Support

Awesome OS

Oct 2020 - Apr 2022 (1 year 7 months)

* Handled VIP cancellations, refunds, returns, exchanges, and CCPA requests for six fashion brands using the internal system (Bond) * Monitored delayed orders, tracked shipments, placed discounted orders, and managed order cancellations and shipping address updates * Reported duplicate accounts and suspicious activity to the back office, providing guidance on quarantined accounts * Attended monthly training sessions and team meetings via MS Teams to stay updated on policies and processes * Collaborated closely with the manager and teammates to ensure smooth and efficient operations

Customer Service Representative

Alorica

Jul 2018 - Sep 2019 (1 year 3 months)

* Responded to email inquiries from drivers and passengers via Zendesk, providing prompt and accurate support * Processed refunds through the internal system (TOM), including overcharges, cancellation fees, and toll fees * Investigated fraudulent or duplicate accounts, including those involving minors, to ensure platform integrity * Reviewed driver documents for safety compliance in line with company policies * Handled rating disputes and removals based on established guidelines * Consistently met and exceeded monthly KPIs for performance and quality * Maintained clear communication with the manager and team members via Slack to support daily operations

Shenny Maree Ormo

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