Social Media Manager

Social Media Marketing – Lancashire Eye Clinic and Ongoing Training At Lancashire Eye Clinic, I manage the clinic’s presence across Instagram, Facebook, X, Threads, and TikTok. I plan and execute a strategic content calendar, write original and brand-aligned captions, and create visual content tailored for each platform. I ensure all posts reflect the clinic’s consultant-led voice while also being optimised for reach, engagement, and SEO. I monitor post performance, analyse engagement patterns, and adjust strategies based on insights and feedback. I also handle community interactions by responding to comments, direct messages, and Google Reviews, ensuring a consistent and professional tone across all channels. My approach is supported by training from Meta’s Social Media Marketing Certificate and Google’s Digital Marketing and E-commerce programme, both of which have deepened my skills in content strategy, platform optimisation, and audience engagement.

Customer Service – Dr. Michael’s Dental Clinic and Previous Roles With over 17 years of customer service experience, I have supported diverse clients across healthcare, tech, retail, and telecom sectors through phone, email, live chat, WhatsApp, and social media. At Dr. Michael’s Dental Clinic, I handled daily patient enquiries, appointment requests, and follow-ups with professionalism and empathy, ensuring each interaction was accurate, timely, and aligned with clinical standards. As a QA Specialist, I reviewed daily chat and call interactions and provided coaching to improve clarity, tone, and protocol adherence. This was built on a foundation from earlier roles in the Philippines, where I provided frontline and escalated support for global brands such as Panasonic, Sony, Dell, and Bell Mobility, eventually progressing into team supervision and IT helpdesk roles. Across all positions, I’ve remained focused on clear communication, emotional intelligence, and solution-oriented service. My ability to adapt across platforms, manage high volumes, and support both patients and internal teams has shaped my approach to delivering exceptional customer experiences.

As Quality Assurance Specialist at Dr. Michael’s Dental Clinic, I was responsible for evaluating daily chat, email, and call interactions to ensure consistency with service protocols and communication standards. I audited each conversation for accuracy, tone, protocol adherence, and documentation quality, then provided constructive feedback to help team members improve. Using insights from these audits, I prepared detailed reports for management, identified recurring issues, and recommended targeted coaching or operational changes. I also worked closely with the chat team and reception managers to ensure follow-up protocols were being followed and leads were handled efficiently. My QA approach combined attention to detail, timely feedback, and data-informed reporting, which helped improve overall service quality, patient satisfaction, and team performance.