Summary
Overview
Work History
Education
Skills
Timeline
Generic
Gherauelle Caguioa

Gherauelle Caguioa

Social Media Manager
Taguig

Summary

Dynamic and results-driven professional with nearly 6 years of experience spanning customer service, sales, and social media management. Demonstrated excellence in handling high-volume client interactions, resolving complex concerns, and driving customer satisfaction and retention in fast-paced BPO environments for major U.S. brands like Walmart, T-Mobile, and DISH Network. Successfully transitioned into digital content and brand management, leading cross-functional creative teams and executing high-impact campaigns across YouTube, Instagram, Facebook, and TikTok. Highly skilled in content creation, editing (Adobe Premiere Pro, Photoshop, Canva), data-driven strategy, and AI tools including ChatGPT and Stable Diffusion. Adaptable, self-motivated, and committed to delivering value through clear communication, creative vision, and strong leadership.

Overview

6
6
years of professional experience

Work History

Social Media Manager

Freelance
11.2022 - Current
  • Managed creative teams of 5+ members per client—including content creators, video editors, thumbnail designers, and graphic designers—while handling up to 3 clients simultaneously, ensuring seamless collaboration and on-time delivery of high-performing content across all platforms.
  • Took a data-driven approach to content strategy by conducting daily reviews of analytics across YouTube, Instagram, Facebook, and TikTok—using platform-native tools such as YouTube Studio, Meta Business Suite, and TT Studio to track CTR, impressions, views, retention, and engagement, ensuring each piece of content met or exceeded performance benchmarks.
  • Led end-to-end content creation for YouTube, Facebook, and Instagram—editing long-form videos, designing high-converting thumbnails, and repurposing highlights into short-form content for Reels—ensuring consistent brand messaging and maximizing reach and engagement.
  • Developed strategic monthly content calendars, transforming raw ideas into organized campaigns with clear objectives, shot lists, and publishing schedules, while directing and managing content shoots to ensure optimal lighting, framing, and platform-specific appeal.
  • Curated visually compelling Instagram posts and stories, maintaining a cohesive aesthetic through thoughtful color schemes, emotional resonance, and strong composition, paired with crafted captions that drove interaction and audience connection.
  • Monitored social media trends, viral content, and competitor activity to proactively identify growth opportunities and adapt content strategies to stay ahead of emerging trends.
  • Engaged with followers by responding to comments, messages, and inquiries to build community and maintain a strong brand presence, while analyzing performance metrics to refine future content and enhance audience engagement.

Sales and Retention Agent

DISH Satellite Network
02.2021 - 09.2022
  • Served as the final escalation point for customers seeking to cancel their cable services, often managing interactions with highly frustrated clients who had previously engaged with multiple agents.
  • Effectively de-escalated tense situations by actively listening, empathizing with customer concerns, and presenting tailored solutions to address their pain points and retain their business.
  • Demonstrated strong negotiation and persuasion skills by successfully converting cancellation requests into sales opportunities — and even more so, upselling additional services to enhance customer value.
  • Performance was measured based on key metrics including customer satisfaction, resolution effectiveness, call handling time, conversion rates, and upsell success.

Senior Analyst II

Loop Contact Solutions Inc.
05.2020 - 01.2021
  • Providing assistance to clients with regards to their investments, allowing them to understand what is needed for the best trading profile.
  • Concisely explaining to clients how the stock would benefit their profiles and shedding light on unclear stock recommendations.
  • Walking through clients in accessing website and troubleshooting website issues.

CSR/Operations Validator

Concentrix
03.2019 - 05.2020
  • Extending a hand to clients through inbound phone calls with regards to their online orders. Completing the process for replacement requests, refund requests, and cancellation requests.
  • Educating customers on product information and general inquiries.
  • Later on promoted to Operations Validator position, validating candidates for seasonal hiring position for Walmart

Education

High School Diploma -

Polytechnic University of The Philippines
Philippines
04.2001 -

Skills

Social Media Management & Strategy (Meta Business Suite, YouTube Studio, TikTok Studio)

Timeline

Social Media Manager

Freelance
11.2022 - Current

Sales and Retention Agent

DISH Satellite Network
02.2021 - 09.2022

Senior Analyst II

Loop Contact Solutions Inc.
05.2020 - 01.2021

CSR/Operations Validator

Concentrix
03.2019 - 05.2020

High School Diploma -

Polytechnic University of The Philippines
04.2001 -

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Gherauelle CaguioaSocial Media Manager