Available to hire
Hi there! I’m Wilfredo John Felipe II, a results-oriented virtual professional specializing in social media management, digital marketing, and project coordination. I excel at crafting engaging content, running multi-channel campaigns, and delivering strong customer service. Fluent in English and Filipino, I bring excellent communication, problem-solving, and analytical thinking to every project.
In my recent roles, I supported order management, community moderation, and proactive social media engagement. I love turning data into actionable insights, streamlining calendars and email workflows, and collaborating with teams to meet deadlines. I’m always eager to learn and adopt new tools to drive growth and efficiency.
Experience Level
Language
English
Fluent
Work Experience
Social Media Moderator at Sykes Asia Inc., Taguig (Google)
October 1, 2021 - October 5, 2025Monitored social channels, responded to comments, and ensured timely, on-brand responses while maintaining community guidelines and fostering positive engagement.
Forums and Community Moderator at Sykes Asia Inc., Taguig (Google)
October 1, 2021 - October 5, 2025Moderated forums and community discussions, relocated discussions between sections to keep topics organized, and supported community growth.
Order Management Tier 2 at Sykes Asia Inc., Taguig (Google)
October 1, 2022 - October 5, 2025Handled order management tasks, escalation, and issue resolution to ensure smooth customer experiences.
Technical Support Representative at Transcom Worldwide
December 31, 2016 - October 5, 2025Provided technical support for US telecommunications (AT&T) customers, resolving tier-1 issues and escalating when needed.
Tier 1 - Subject Matter Expert at Transcom Worldwide
May 31, 2017 - October 5, 2025First-line SME handling complex customer inquiries and guiding resolution paths.
Tier 2 - Subject Matter Expert at Transcom Worldwide
May 31, 2017 - October 5, 2025Second-level SME addressing more advanced issues and providing guidance to Tier 1.
Real Time Analyst at Transcom Worldwide
February 28, 2018 - October 5, 2025Real-time analytics and staffing optimization for a UK telecom client.
Customer Support Representative at Convergys
December 31, 2014 - October 5, 2025Customer support representative handling inbound inquiries for UK/US clients.
Social Media Manager / Marketer at Pineapple Staffing (Freelance)
December 1, 2022 - PresentDesigned visually engaging posts, edited videos using Canva, Photoshop, and Premiere Pro; created and executed social media strategies; monitored engagement and performance.
Order Management Tier 2 at Sykes Asia Inc.
October 1, 2022 - October 5, 2025Managed order processes and related tasks for Google accounts; collaborated with cross-functional teams to resolve issues and optimize workflows.
Forums and Community Moderator at Sykes Asia Inc.
October 1, 2021 - October 5, 2025Monitored forum interchanges, directed thread topics, and moved discussions between sections to maintain topic organization.
Social Media Moderator at Sykes Asia Inc.
October 1, 2021 - October 5, 2025Managed consumer interactions by ensuring timely responses to comments, messages, reviews, and visitor posts.
Chat and Email Support at Transcom Worldwide
July 1, 2019 - October 5, 2025Provided chat and email support; addressed inquiries and escalations, contributing to customer satisfaction.
Real Time Analyst at Transcom Worldwide
February 1, 2018 - October 5, 2025Real-time analysis for a UK telecom client; monitored metrics and performance to optimize operations.
Tier 2 - Subject Matter Expert at Transcom Worldwide
May 1, 2017 - October 5, 2025Tier 2 SME providing advanced guidance and support to teams; specialized process knowledge.
Tier 1 - Subject Matter Expert at Transcom Worldwide
May 1, 2017 - October 5, 2025Tier 1 SME delivering expert guidance on standard procedures and troubleshooting.
Tech Support Representative at Transcom Worldwide
December 31, 2016 - October 5, 2025Provided technical support for US telecom client AT&T; resolved customer issues and documented solutions.
Customer Support / Tech Support at Convergys
January 1, 2014 - October 5, 2025Phone and chat-based customer support for US clients; resolved inquiries and documented interactions.
Education
Bachelor of Science in Computer Science at Pan Pacific University North Philippines
January 1, 2009 - January 1, 2013High School at St. Mary's Dominican School
January 1, 2005 - January 1, 2009Bachelor of Science in Computer Science at Pan Pacific University North Philippines
January 1, 2009 - January 1, 2013High School at St. Mary's Dominican School High School
January 1, 2005 - January 1, 2009Qualifications
Industry Experience
Media & Entertainment, Professional Services, Software & Internet
Experience Level
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