HEIDE ARMENEAN

heide@heidearmenean.com | +639284032783

Pasig, Metro Manila, Philippines 1600

​​www.linkedin.com/in/heidearmenean​​

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PROFESSIONAL SUMMARY

Email marketing & lifecycle specialist with 6+ years inside Kit.com (formerly ConvertKit), a leading SaaS email automation platform — with deep, hands-on expertise in campaign automation, deliverability, and subscriber lifecycle workflows built by supporting thousands of creators daily. Early and consistent adopter of AI tools (Claude, ChatGPT), applying them to account strategy audits, campaign optimization, and chatbot knowledge management to drive measurable efficiency gains. Proven cross-functional collaborator with Engineering, Product, and Customer Success, with a track record of mentoring teammates and owning process documentation. Now seeking to bring this platform-level fluency and AI-driven workflow expertise to an email & lifecycle marketing role.

CORE SKILLS

  • Email Marketing & Automation: Campaign automation, deliverability (SPF, DKIM, DMARC, DNS), broadcast & sequence troubleshooting, subscriber segmentation, landing pages & forms
  • AI Tools & Workflow Automation: Claude, ChatGPT, Gemini — used for account strategy audits, campaign optimization, and AI chatbot knowledge base management
  • Integrations & Technical Troubleshooting: API troubleshooting and integrations.
  • Customer Lifecycle Support: Onboarding, migrations, billing support, product adoption, escalation management, root cause analysis
  • Cross-Functional Collaboration: Partnering with Engineering, Product, and Customer Success; mentoring and training specialists
  • Documentation & Reporting: Knowledge base management (Notion, Intercom), ongoing process documentation and updates

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PROFESSIONAL EXPERIENCE

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Technical Support / Senior Product Specialist | Kit.com (formerly ConvertKit) — Atticus Solutions, Inc. Aug 2021 – Aug 2026

Remote | (Product Specialist: May 2020 – July 2021)

  • Delivered advanced technical support for a leading SaaS email marketing and automation platform, resolving a high volume of tickets monthly across email deliverability, automation workflows, and campaign execution.
  • Leveraged Claude AI to produce Creator Account Strategy Audits for SaaS email marketing customers, surfacing actionable growth opportunities and driving measurable improvements in campaign performance — one of the platform's earliest adopters of AI-assisted account strategy.
  • Co-managed AI chatbot knowledge base architecture, auditing and refining content to improve self-service deflection rates and response accuracy — reducing repetitive ticket volume through AI-driven automation.
  • Diagnosed and resolved integration issues across 6–10 third-party platforms weekly (WordPress, Shopify, Zapier, Stripe, WooCommerce, Thinkific, Teachable), ensuring reliable data flow for marketing automations.
  • Investigated and resolved email authentication and deliverability issues (SPF, DKIM, DMARC, DNS configuration, sender reputation) to protect campaign performance and inbox placement.
  • Served as an escalation point for complex marketing automation and platform issues, coordinating with Engineering and Product teams to drive resolution.
  • Mentored new Product Specialists on platform troubleshooting and best practices; maintained ongoing knowledge base updates via Notion and Intercom.
  • Supported customers through billing, account migrations, and platform adoption, contributing to retention and satisfaction in a fast-paced remote environment.

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Early Experience

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  • Process Executive – Voice, Computershare via Cognizant Technology Solutions Philippines — 2016–2017: Outbound customer calls.
  • Online Customer Support, Arenaknights (MMORPG) — Remote, 2009–2015: Live chat and email support for a global gaming community.
  • Internet Café Staff, E-Starlink Network Co. — Manila, 2002–2009: Networking, technical support, and computer maintenance.

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EDUCATION

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Bachelor of Science, Computer Science — La Salle University, Ozamis City, Philippines (1997)

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CERTIFICATIONS

  • Cursiv AI Course — ChatGPT, Gemini, Claude, Claude Code, Perplexity, Canva AI, Turbocharge Productivity with AI (2026)
  • Funnels Mastery & Design (2026)
  • Social Media Marketing & Management Masterclass (2023)
  • Facebook Ads & Facebook Marketing Mastery (2023)
  • SEO Training Masterclass – Beginner to Advanced, Udemy (2023)
  • English Proficiency for Customer Service Workers, TESDA (2016)
  • Apache on Linux, Informatics Computer Institute Philippines — SM Megamall, Metro Manila (2012)
  • PHP and MySQL Basics, MFI Foundation, Inc. (formerly Meralco Foundation, Inc.) — Ortigas Avenue, Pasig (2012)
  • JavaScript for Web, Informatics Computer Institute Philippines — SM Megamall, Metro Manila (2011)
  • HTML, XHTML, and CSS Fast Track, Informatics Computer Institute Philippines — SM Megamall, Metro Manila (2011)