Raphael Tanudtanud

Customer Support Specialist and Digital Marketing Virtual Assistant with over 5 years of experience delivering multichannel support and executing digital marketing strategies. Proven track record of maintaining a 90% first-contact resolution rate and 85% customer satisfaction score. Skilled in social media management, email marketing, CRM systems, website creation, and video editing.

Currently focused on intensive SEO training and implementation. Known for creating streamlined workflows, SOPs, and driving upsell conversions up to 80%.

Digital Marketing Virtual Assistant (DMVA) at Doneverse (2025-10 – Present)

Digital Marketing Virtual Assistant managing comprehensive digital marketing strategies and social media presence.

• Manage and grow social media platforms (Facebook, Instagram, LinkedIn, TikTok) to enhance brand visibility and engagement
• Create and implement content calendars and Instagram workflows, supported by detailed SOPs
• Conduct keyword research and apply SEO best practices to improve search engine rankings
• Undertake intensive SEO training and implementation, focusing on on-page optimization, content strategy, and performance tracking
• Design and execute email marketing campaigns using Flodesk, analyzing open rates and conversions
• Build and maintain responsive websites using Squarespace, ensuring optimal UX and SEO
• Utilize GoHighLevel (GHL) and FollowUp Boss for CRM, lead tracking, and automation
• Edit promotional videos for social media and web using modern video editing tools
• Collaborate with clients to create tailored digital marketing strategies and performance reports

Customer Support Representative at Dcs Communication (2024-04 – Present)

Customer Support Representative providing responsive and professional assistance to customers with orders and inquiries.

• Provide responsive and professional assistance to customers, addressing inquiries related to products, shipping, billing, and order details
• Process orders efficiently while incorporating strategic upselling techniques to enhance customer experience and maximize sales

Technical & Customer Support Representative at Slingshot (2023-07 – 2024-03)

Technical and customer support representative providing comprehensive assistance for home lighting fixtures worldwide.

• Provide comprehensive technical assistance for home lighting fixtures worldwide via chat and email, ensuring accurate and timely solutions
• Other multilingual support in Dutch, German, Russian, Japanese, Polish, and other languages, catering to diverse customer needs across Europe, Asia, the U.S., and Russia
• Handle non-technical inquiries, including order processing, shipping details, and facilitating replacements for defective units, ensuring a seamless customer experience

Financial Customer Service Representative at Teleperformance (2022-08 – 2023-06)

Financial customer service representative handling multiple support roles including credit card services, streaming support, and health care subject matter expertise.

• Assisted credit card holders with payments, claims, and account management
• Specialized in escalations and insurance claims as a Health Care Subject Matter Expert
• Provided voice and chat support for streaming services, resolving login and connectivity issues

Streaming Customer & Technical Support Representative at Teleperformance (2022-08 – 2023-06)

Streaming customer and technical support representative resolving user experience issues for video subscription services.

• Provided customer support via voice and chat for video subscription services, troubleshooting connection issues and resolving account login problems to ensure seamless user experience

Health Care Subject Matter Expert at Teleperformance (2022-08 – 2023-06)

Health care subject matter expert specializing in insurance claims and membership requirements.

• Specialized in handling escalations and addressing membership requirements related to insurance claims and medical assistance
• Supported team members by providing guidance on daily operational challenges, stepping in for leadership when necessary to maintain workflow efficiency

Sales Representative Shipping Container Rentals at Concentrix (2021-08 – 2022-06)

Sales representative assisting customers with booking and information about shipping container rentals for residential moves.

• Assisted customers in booking shipping containers for residential moves across the U.S., ensuring tailored recommendations based on their specific needs
• Provided detailed and accurate information on container rental options, including monthly, weekly, and daily pricing, to facilitate smooth and cost-effective relocations

Social Media Moderator at Conectys (2019-11 – 2021-06)

Social media moderator reviewing user-generated content for policy compliance and taking action on violations.

• Reviewed user-generated video content for policy compliance
• Took action on violations including content removal and account moderation

NC 2 in Master Plumber – General Santos Trade School (2009-07 – 2009-08)