Axel Rose Estacio-Sharma

Deliver end-to-end technical product support by diagnosing and resolving software and network issues using SQS Server Management Studio, VPN access and Ontempo applications. Perform system upgrades and deployments on client machines (including after-hours), ensuring minimal disruption and adherence to internal protocols. Communicate clearly with technical and non-technical users by translating complex issues into understandable terms via phone and email, and collaborate with internal teams/developers for escalations. Maintain detailed documentation of troubleshooting steps, newly discovered solutions and ticket progress to support knowledge sharing and client billing. Manage multiple client issues simultaneously while safeguarding confidential data and staying current with evolving retail system configurations.

Deliver excellence in customer care to maximize satisfaction and retention. Complete the sales process including paperwork/online sign up, load members in YMCA operational software and complete follow-up processes such as booking fitness consultations. Support the Operations Manager with reports and actions for variances to retail and administration budgets. Enter enrolment details accurately into relevant YMCA computer systems from completed application/enrolment forms. Support the preparation and implementation of centre marketing plans and activities to generate new business and improve in-house retention strategies.

Develop data-driven content strategies based on target audience insights and campaign goals. Measure performance and optimize marketing content using analytics to inform future strategies. Conduct A/B tests to improve website content and landing pages for better conversion rates. Monitor and track key performance indicators (KPIs) to evaluate campaign success and identify opportunities for improvement. Maintain accuracy in content creation and data analysis to ensure reliable information for campaign optimization.