Leilanie Bacalla

Leilanie Bacalla Virtual Assistant PROFILE CONTACT A highly skilled virtual assistant with excellent customer service skills. I am an expert in LinkedIn Lead Generation, well-versed with Google documents as well as Office applications. With a strong background in the travel industry and airline ticketing system, I am an asset when it comes to administrative tasks. ☎ - ✉-Skype: leilanie.bacalla Davao City, Philippines 8000 EXPERIENCE VIRTUAL ASSISTANT | FREELANCE | SEP 2017 - PRESENT LinkedIn Lead Generation, lead conversion, Cold calling, appointment setting Social Media Marketing, G Email marketing GSuite, Google documents, Office documents Chat/Email and Phone Support SUCCESS MANAGER | EMARKET360 | JUL 2017 - SEP 2017 Manage Client’s LinkedIn Leads - Messages, Searched Leads and Lead Connections Tracking business leads- answered, unanswered or asking to connect via phone Notifying Clients of their hot leads asking to connect and those who is booking an appointment Analyzing Client’s account and providing advice on how to better use the leads provided by the company Answering inbound calls from Clients about their accounts or cancellation Making outbound calls to provide updates, get password and getting clarification of what leads they need or other billing issues TEAM LEADER | CONVERGYS PHILS. | MAR 2015 - JUL 2017 Develop a strategy for the team to hit goals Provide any training/coaching that team members need Monitor team members' performance and provide feedback Manage the flow of day-to-day operations Create reports to update the company on the team's progress Communicate clear instructions to team members TEAM LEADER - COMPLAINTS | TELSTRA | JUL 2014 - MAR 2015 Coaching, leading and developing the team to provide the right solutions for our customers whilst delivering a great customer experience. Drive a culture where achieving customer advocacy is central to everything we do. As a leader I harness and develop my team to reach their full potential and engage the team to ensure the centre is a great place to work. Address people related processes and manage the talent and development programs effectively. Oversee the overall performance of a team of CSR and accountable for leading a high level of customer satisfaction Manage staffing levels to balance workflow and meet demand – addressing time & attendance issues to ensure schedule adherence – and maintaining administrative details of employment: such as payroll, appraisals & disciplinary actions. Monitor & maintain efficiency and excellence in call transactions. On a rotational basis, regularly conduct remote or side-by-side monitoring of agent performance. My role is to identify the areas of opportunity for agent development. TEAM LEADER - TIER 2 | AEGIS INC | NOV 2010 - JUL 2014 Mentoring and coaching. Serve as mentors and coaches to the reps on the floor and act as the first point of escalation for client-specific issues. Serve as backup point of escalation when Subject Matter Experts are not available. Maintain a high level of proficiency with regards to client’s services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Disseminate client-specific information. Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to client-specific information and handling different customer transactions SUBJECT MATTER EXPERT | PEOPLESUPPORT PHILS | JUN 2006 - NOV 2010 Mentoring and coaching. Serve as mentors and coaches to the reps on the floor and act as the first point of escalation for client-specific issues. Serve as backup point of escalation when Subject Matter Experts are not available. Maintain a high level of proficiency with regards to client’s services, policies, and site. Ensure timely, accurate and consistent delivery of updates to the eReps. Disseminate client-specific information. Provide clarifications and guidelines to enhance eRep’s understanding and competence relative to client-specific information and handling different customer transactions EDUCATION UNIVERSITY OF THE IMMACULATE CONCEPTION Bachelor of Science In Computer Engineering SKILLS Quality Assurance Travel planning AMADEUS/SABRE GDS - Airline ticketing Google docs Office Applications MailChimp Intuit Quickbooks