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Lumen De Padua

@lumendepadua

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Customer support specialist and social media manager with 5+ years improving satisfaction, retention, and engagement.

Philippines

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What I'm looking for

I’m looking for a role where I can combine customer support and digital marketing—handling tickets with tools like Gorgias, engaging audiences on social, and using AI-driven content to improve satisfaction, retention, and growth in a collaborative remote-friendly team.

I’m a customer support and digital marketing professional with “5+ years of experience providing multi-channel support through email, chat, phone, and social media.” I resolve customer concerns, manage CRM systems, and build lasting relationships that improve satisfaction and retention.

I create performance-focused content and AI-assisted campaigns, including “AI-generated short-form videos using Higgsfield AI,” where I optimized prompts and visuals for engagement. I’ve also managed and grew accounts across “Instagram, X, Youtube and Tiktok,” using content strategy, posting, and audience engagement.

In customer support roles, I managed “60-100 tickets using Gorgias,” “promptly addressing concerns and providing accurate information” to drive higher retention and positive feedback. I’ve supported international clients and remote teams, and I’m known for “strong communication, problem-solving, and relationship-building skills.”

Experience

Work history, roles, and key accomplishments

Social Media Manager

Passion Studios

Feb 2026 - May 2026 (3 months)

Created AI-generated short-form videos with Higgsfield AI and managed social media campaigns. Scheduled and monitored performance on Instagram, X, YouTube, and TikTok using CountX and AI-powered tools to streamline workflow and boost growth.

AI Video Creation (Higgsfield AI)Social Media Management Content Strategy Instagram X++YouTube TikTok

Junior Brand Ambassador

Baerskin Tactical Supply Co.

Sep 2024 - Feb 2026 (1 year 5 months)

Managed 60–100 customer tickets in Gorgias while maintaining service quality standards. Resolved inquiries promptly and provided accurate information to improve satisfaction, retention, and positive client feedback.

Customer Support Ticket Management (Gorgias)Active Listening Customer Satisfaction Email Support Retention

Social Media Manager

Jonatan Gast

May 2023 - Aug 2024 (1 year 3 months)

Edited video content for Spotify, Instagram, and Meta Ads, maintaining high visual and audio standards. Managed multiple social media platforms to keep consistent brand voice and message while working independently and collaboratively.

Video Editing Social Media Management Spotify Content Meta Ads Collaboration

Social Media Manager

Elevate Management

Aug 2022 - May 2023 (9 months)

Managed and grew social media accounts across Instagram, Twitter, Reddit, and Bluesky for multiple models. Increased audience engagement through strategic posting and content planning and supported marketing campaigns for OnlyFans and Fanvue creators.

Social Media Management Content Planning Community Engagement Twitter Reddit Bluesky OnlyFans Fanvue Marketing

Outbound Sales Team Leader

Famco Retail Inc

Mar 2020 - Jul 2022 (2 years 4 months)

Led a sales team to meet outbound targets and drove customer acquisition through calling and promotion of products and services. Managed CRM records to track leads and customer interactions and supported business unit operations.

Outbound Calling Sales Leadership Customer service management Business Operations Relationship Building